ISO/FDIS 32122

Transaction assurance in E-commerce — Guidance for offering online dispute resolution services

This document gives guidance on online dispute resolution (ODR) for e-commerce transactions including basic principles of ODR, technical recommendations and operational manuals to e-commerce operators (including e-commerce platform operators) which aim to develop their own ODR service and ODR providers that are outsourced by e-commerce operators. NOTE This document is particularly useful for disputes arising out of cross-border, low-value e-commerce transactions. This document can apply to disputes arising out of both goods and service contracts.

Assurance des transactions de commerce électronique — Recommandations pour les offres de services de résolution de litiges en ligne

General Information

• Status: Not Published
• ICS: 03.080.30 - Services for consumers
• ICS: 35.240.63 - IT applications in trade
• Technical Committee: ISO/TC 321 - Transaction assurance in E-commerce
• Drafting Committee: ISO/TC 321 - Transaction assurance in E-commerce

Standards Content (Sample)

FINAL DRAFT
International
Standard
ISO/TC 321
Transaction assurance in
Secretariat: SAC
E-commerce — Guidance for
Voting begins on:
offering online dispute resolution
2024-12-12
services
Voting terminates on:
2025-02-06
RECIPIENTS OF THIS DRAFT ARE INVITED TO SUBMIT,
WITH THEIR COMMENTS, NOTIFICATION OF ANY
RELEVANT PATENT RIGHTS OF WHICH THEY ARE AWARE
AND TO PROVIDE SUPPOR TING DOCUMENTATION.
IN ADDITION TO THEIR EVALUATION AS
BEING ACCEPTABLE FOR INDUSTRIAL, TECHNO­
LOGICAL, COMMERCIAL AND USER PURPOSES, DRAFT
INTERNATIONAL STANDARDS MAY ON OCCASION HAVE
TO BE CONSIDERED IN THE LIGHT OF THEIR POTENTIAL
TO BECOME STAN DARDS TO WHICH REFERENCE MAY BE
MADE IN NATIONAL REGULATIONS.
Reference number
FINAL DRAFT
International
Standard
ISO/TC 321
Transaction assurance in
Secretariat: SAC
E-commerce — Guidance for
Voting begins on:
offering online dispute resolution
services
Voting terminates on:
RECIPIENTS OF THIS DRAFT ARE INVITED TO SUBMIT,
WITH THEIR COMMENTS, NOTIFICATION OF ANY
RELEVANT PATENT RIGHTS OF WHICH THEY ARE AWARE
AND TO PROVIDE SUPPOR TING DOCUMENTATION.
© ISO 2024
IN ADDITION TO THEIR EVALUATION AS
All rights reserved. Unless otherwise specified, or required in the context of its implementation, no part of this publication may
BEING ACCEPTABLE FOR INDUSTRIAL, TECHNO­
LOGICAL, COMMERCIAL AND USER PURPOSES, DRAFT
be reproduced or utilized otherwise in any form or by any means, electronic or mechanical, including photocopying, or posting on
INTERNATIONAL STANDARDS MAY ON OCCASION HAVE
the internet or an intranet, without prior written permission. Permission can be requested from either ISO at the address below
TO BE CONSIDERED IN THE LIGHT OF THEIR POTENTIAL
or ISO’s member body in the country of the requester.
TO BECOME STAN DARDS TO WHICH REFERENCE MAY BE
MADE IN NATIONAL REGULATIONS.
ISO copyright office
CP 401 • Ch. de Blandonnet 8
CH-1214 Vernier, Geneva
Phone: [phone]
Email: [e-mail]
Website: www.iso.org
Published in Switzerland Reference number
ii
Contents Page
Foreword .iv
Introduction .v
1 Scope . 1
2 Normative references . 1
3 Terms and definitions . 1
4 Basic principles . 2
4.1 General .2
4.2 Accessible .2
4.3 Accountable .2
4.4 Competent .2
4.5 Confidential .2
4.6 Equal .2
4.7 Fair, impartial, and neutral .3
4.8 Legal .3
4.9 Secure .3
4.10 Transparent .3
5 Technical recommendations . 3
5.1 General .3
5.2 Protecting personal information and privacy .4
5.3 Anonymization of decisions .4
5.4 Records sealing .5
5.5 Security and storage of records .5
5.6 Access to records .7
6 Operational manuals . 7
6.1 General .7
6.2 Communications .8
6.3 Notice .8
6.4 Response .9
6.5 Negotiation stage.9
6.6 Mediation stage .10
6.7 Decision Making stage .10
6.8 Correction of decision .11
6.9 Settlement .11
6.10 Appointment of neutral .11
6.11 Resignation or replacement of neutral . 12
6.12 Power of the neutral . 12
6.13 Miscellaneous . 12
Bibliography . 14

iii
Foreword
ISO (the International Organization for Standardization) is a worldwide federation of national standards
bodies (ISO member bodies). The work of preparing International Standards is normally carried out through
ISO technical committees. Each member body interested in a subject for which a technical committee
has been established has the right to be represented on that committee. International organizations,
governmental and non-governmental, in liaison with ISO, also take part in the work. ISO collaborates closely
with the International Electrotechnical Commission (IEC) on all matters of electrotechnical standardization.
The procedures used to develop this document and those intended for its further maintenance are described
in the ISO/IEC Directives, Part 1. In particular, the different approval criteria needed for the different types
of ISO document should be noted. This document was drafted in accordance with the editorial rules of the
ISO/IEC Directives, Part 2 (see www.iso.org/directives).
ISO draws attention to the possibility that the implementation of this document may involve the use of (a)
patent(s). ISO takes no position concerning the evidence, validity or applicability of any claimed patent
rights in respect thereof. As of the date of publication of this document, ISO had not received notice of (a)
patent(s) which may be required to implement this document. However, implementers are cautioned that
this may not represent the latest information, which may be obtained from the patent database available at
www.iso.org/patents. ISO shall not be held responsible for identifying any or all such patent rights.
Any trade name used in this document is information given for the convenience of users and does not
constitute an endorsement.
For an explanation of the voluntary nature of standards, the meaning of ISO specific terms and expressions
related to conformity assessment, as well as information about ISO's adherence to the World Trade
Organization (WTO) principles in the Technical Barriers to Trade (TBT), see www.iso.org/iso/foreword.html.
This document was prepared by Technical Committee ISO/TC 321, Transaction assurance in E-commerce.
Any feedback or questions on this document should be directed to the user’s national standards body. A
complete listing of these bodies can be found at www.iso.org/members.html.

iv
Introduction
E-commerce has drastically increased globally. Wide use of e-commerce has increased the number of related
disputes, including cross-border ones.
At the time of dispute, traditional litigation or traditional in-person alternative dispute resolution (ADR)
cannot substantially resolve the disputes, including cross-border ones. In other words, Transaction
assurance in e-commerce cannot be achieved with traditional litigation or traditional in-person ADR,
including for cross-border disputes. Online dispute resolution (ODR) has been gradually and widely used for
e-commerce related disputes until now.
The safety and fairness of ODR are also important considerations, regardless if the ODR service was provided
by an e-commerce operator or an outsourced ODR provider in order to be able to be used in a “real world
setting”, including that it should not impose high costs, delays and burdens that are disproportionate to the
economic value at stake. These are important factors in the assessment of a good e-commerce operator for
all the stakeholders involved in e-commerce.
This document provides guidance for a safe, fair, accessible and effective ODR service. E-commerce operators
can easily know what conditions are needed as a safe and fair ODR service, and thereby customers can find
more e-commerce operators which provide the safe and fair ODR service.
This document has been developed with reference to available documentation relating to ODR service in
e-commerce.
v
FINAL DRAFT International Stan
...

ISO/DISFDIS 32122:2024(en)
ISO/TC 321/WG 3
Secretariat: SAC
Date: 2024-09-2511-18
Transaction assurance in E-commerce
— Guidelines — Guidance for offering online dispute resolution
services
FDIS stage
All rights reserved. Unless otherwise specified, or required in the context of its implementation, no part of this publication
may be reproduced or utilized otherwise in any form or by any means, electronic or mechanical, including photocopying,
or posting on the internet or an intranet, without prior written permission. Permission can be requested from either ISO
at the address below or ISO’s member body in the country of the requester.
ISO copyright office
CP 401 • Ch. de Blandonnet 8
CH-1214 Vernier, Geneva
Phone: + 41 22 749 01 11
EmailE-mail: [e-mail]
Website: www.iso.orgwww.iso.org
Published in Switzerland
ii
ISO/DISFDIS 32122:2024(en)
Contents
Foreword . v
Introduction . vi
1 Scope . 1
2 Normative references . 1
3 Terms and definitions . 1
4 Basic principles . 2
5 Technical recommendations . 3
6 Operational manuals . 8
Bibliography . 16

Foreword . iv
Introduction . v
1 Scope . 1
2 Normative references . 1
3 Terms and definitions . 1
4 Basic principles . 2
4.1 General . 2
4.2 Accessible . 2
4.3 Accountable. 2
4.4 Competent . 3
4.5 Confidential . 3
4.6 Equal . 3
4.7 Fair, impartial, and neutral . 3
4.8 Legal . 3
4.9 Secure . 3
4.10 Transparent . 4
5 Technical recommendations . 4
5.1 General . 4
5.2 Protecting personal information and privacy . 4
5.3 Anonymization of decisions . 5
5.4 Records sealing . 5
5.5 Security and storage of records . 6
5.6 Access to records . 7
6 Operational manuals . 8
6.1 General . 8
6.2 Communications . 9
6.3 Notice . 9
6.4 Response . 10
6.5 Negotiation stage . 10
6.6 Mediation stage . 11
6.7 Decision Making stage . 11
6.8 Correction of decision . 12
6.9 Settlement. 12
6.10 Appointment of neutral . 12
© ISO 2024 – All rights reserved
iii
6.11 Resignation or replacement of neutral . 13
6.12 Power of the neutral . 13
6.13 Miscellaneous . 13
Bibliography . 15
iv
ISO/DISFDIS 32122:2024(en)
Foreword
ISO (the International Organization for Standardization) is a worldwide federation of national standards
bodies (ISO member bodies). The work of preparing International Standards is normally carried out through
ISO technical committees. Each member body interested in a subject for which a technical committee has been
established has the right to be represented on that committee. International organizations, governmental and
non-governmental, in liaison with ISO, also take part in the work. ISO collaborates closely with the
International Electrotechnical Commission (IEC) on all matters of electrotechnical standardization.
The procedures used to develop this document and those intended for its further maintenance are described
in the ISO/IEC Directives, Part 1. In particular, the different approval criteria needed for the different types of
ISO document should be noted. This document was drafted in accordance with the editorial rules of the
ISO/IEC Directives, Part 2 (see www.iso.org/directives).
ISO draws attention to the possibility that the implementation of this document may involve the use of (a)
patent(s). ISO takes no position concerning the evidence, validity or applicability of any claimed patent rights
in respect thereof. As of the date of publication of this document, ISO had not received notice of (a) patent(s)
which may be required to implement this document. However, implementers are cautioned that this may not
represent the latest information, which may be obtained from the patent database available at
www.iso.org/patents.www.iso.org/patents. ISO shall not be held responsible for identifying any or all such
patent rights.
Any trade name used in this document is information given for the convenience of users and does not
constitute an endorsement.
For an explanation of the voluntary nature of standards, the meaning of ISO specific terms and expressions
related to conformity assessment, as well as information about ISO's adherence to the World Trade
Organization (WTO) principles in the Technical Barriers to Trade (TBT), see
www.iso.org/iso/foreword.htmlwww.iso.org/iso/foreword.html.
This document was prepared by Technical Committee ISO/TC 321, Transaction assurance in E-commerce.
Any feedback or questions on this document should be directed to the user’s national standards body. A
complete listing of these bodies can be found at www.iso.org/members.htmlwww.iso.org/members.html.
© ISO 2024 – All rights reserved
v
Introduction
E-commerce has drastically increased globally. Wide use of e-commerce has increased the number of related
disputes, including cross-border ones.
At the time of dispute, traditional litigation or traditional in-person alternative dispute resolution (ADR)
cannot substantially resolve the disputes, including cross-border ones. In other words, Transaction assurance
in e-commerce cannot be achieved with traditional litigation or traditional in-person ADR, including for cross-
border disputes. Online dispute resolution (ODR) has been gradually and widely used for e-commerce related
disputes until now.
The safety and fairness of ODR are also important considerations, regardless if the ODR service was provided
by an e-commerce operator or an outsourced ODR provider in order to be able to be used in a “real world
setting”, including that it should not impose high costs, delays and burdens that are disproportionate to the
economic value at stake. These are important factors in the assessment of a good e-commerce operator for all
the stakeholders involved in e-commerce.
This document provides guidance for a safe, fair, accessible and effective ODR service. E-commerce operators
can easily know what conditions are needed as a safe and fair ODR service, and thereby customers can find
more e-commerce operators which provide the safe and fair ODR service.
This document has been developed with reference to available documentation (see Bibliography) relating to
ODR service in e-commerce.
vi
DRAFT International Standard ISO/DIS 32122:2024(en)

Transaction assurance in E-commerce — Guidelines — Guidance for
offering online dispute resolution services
1 Scope
This document gives guidance on online dispute resolution (ODR) for e-commerce transactions including
basic principles of ODR, technical recommendations and operational manuals to e-commerce operators
(including e-commerce platform operators) which aim to develop their own ODR service and ODR providers
that are outsourced by e-commerce operators.
NOTE This document is particularly useful for disputes arising out of cross-border, low-value e-commerce
transactions. This document can apply to disputes arising out of both goods and service contracts.
2 Normative references
The following documents are referred to in the text in such a way that some or all of their content constitutes
requirements of this document. For dated references, only the edition cited applies. For undated references,
the latest edition of the referenced document (including any amendments) applies.
ISO 32110, Transaction assurance in E-commerce — Vocabulary
3 Terms and definitions
For the purposes of this document, the terms and definitions given in ISO 32110 and the following apply.
ISO and IEC maintain terminology databases for use in standardization at the following addresses:
— — ISO Online browsing platform: available at https://www.iso.org/obphttps://www.iso.org/obp
— — IEC Electropedia: available at https://www.electropedia.org/https://www.electropedia.org/
3.1 3.1
ODR provider
entity that administers and coord
...