ISO 32112

Transaction assurance in E-commerce — Relevant factors of evaluation and selection of indicators

This document provides the description of relevant factors for evaluating E-commerce transactions, which can help in identifying indicators, evaluation toolkits, and an approach for selection of indicators. This document focuses on E-commerce transaction assurance by providing the relevant factors of evaluations including quality of E-commerce transaction platforms and sites, quality of E-commerce transaction services, local external environments for E-commerce transactions, and sustainability of E-commerce transactions. This document also explains the way to set up a set of E-commerce transaction evaluation indicators that enables monitoring and improvement of the quality of E-commerce transactions.

Assurance des transactions de commerce électronique — Facteurs pertinents pour l'évaluation et sélection des indicateurs

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
• Current Stage: 6000 - International Standard under publication
• Due Date: 30-Nov-2024
• Completion Date: 30-Nov-2024

Standards Content (Sample)

FINAL DRAFT
International
Standard
ISO/FDIS 32112
ISO/TC 321
Transaction assurance in
Secretariat: SAC
E-commerce — Relevant factors
Voting begins on:
of evaluation and selection of
2024-10-04
indicators
Voting terminates on:
2024-11-29
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
ISO/FDIS 32112:2024(en) © ISO 2024

FINAL DRAFT
ISO/FDIS 32112:2024(en)
International
Standard
ISO/FDIS 32112
ISO/TC 321
Transaction assurance in
Secretariat: SAC
E-commerce — Relevant factors
Voting begins on:
of evaluation and selection of
indicators
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
ISO/FDIS 32112:2024(en) © ISO 2024

ii
ISO/FDIS 32112:2024(en)
Contents Page
Foreword .iv
Introduction .v
1 Scope . 1
2 Normative references . 1
3 Terms and definitions . 1
4 Conducting evaluations for E-commerce transactions . 2
4.1 Understanding the context of conducting evaluations .2
4.1.1 What are the purposes and features of evaluations? .2
4.1.2 Why are evaluations useful? .3
4.2 Benefits of conducting evaluations by various interested parties .3
4.2.1 Who should be involved when conducting evaluations? .3
4.2.2 Where and when can the results of evaluations be used? .3
4.3 Adopting the evaluation approach using indicators .4
5 Relevant factors for conducting evaluations . 4
5.1 General .4
5.2 Quality of E-commerce transaction platforms and sites .5
5.2.1 Processing capacity .5
5.2.2 Interface .6
5.2.3 Information security and management measures .6
5.2.4 Compliance .6
5.2.5 Trust and brand reputation .7
5.3 Quality of E-commerce transaction services .7
5.3.1 Pre-sale services .7
5.3.2 Order services .7
5.3.3 Payment services .8
5.3.4 Logistic services .8
5.3.5 After-sales services .9
5.3.6 Miscellaneous services .9
5.4 Local external environments for E-commerce transactions.9
5.4.1 Business environment .9
5.4.2 Initiatives and measures .10
5.4.3 Supervision . .10
5.4.4 Availability of financing .10
5.5 Sustainability of E-commerce transactions .10
5.5.1 Sustainability in economy .10
5.5.2 Sustainability in society .11
5.5.3 Sustainability in environment.11
6 Guidelines on selection of indicators in relevant factors .11
6.1 Identifying the role of indicators .11
6.2 Characteristics of selected indicators . 12
6.3 Steps to select indicators . 12
Annex A (informative) Examples for indicators in relevant factors of E-commerce transaction
assurance . 14
Annex B (informative) Matrix of factors and themes to be considered for evaluations .18
Bibliography . 19

iii
ISO/FDIS 32112:2024(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. 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
ISO/FDIS 32112:2024(en)
Introduction
E-commerce has revolutionized the way businesses operate and has become an important driver of economic
growth worldwide. The increasing number of E-commerce users has spurred growth in other digital
industries, for example, mobile technology, information and communications technology (ICT), and digital
advertising. Local governments view E-commerce as a new engine of economic growth, while entrepreneurs
see it as an opportunity to tap into a larger market and ensure the security of their transactions.
Meanwhile, E-commerce has been a rapidly evolving field, with various emerging "new norm" digital
commerce trends such as live commerce, social E-commerce, AI-driven commerce, crowdfunding
E-commerce, Internet of Things (IoT) in E-commerce, and data analytics and consumer profiling. These
trends also have significant impacts related to the assurance of E-commerce transactions.
E-commerce transactions offer numerous benefits for businesses and consumers, but they also come with
inherent risks, for example, fraud and abuse. As such, transaction assurance has become crucial for all
interested parties. To reduce legal uncertainties and mitigate risks, the approach of carrying out evaluations
is necessary. The evaluation of various targets enables E-commerce platform operators, buyers and sellers
to check the safety and privacy of online transaction information, ensuring that all interested parties are
satisfied with the convenience, safety and confidentiality of the entire transaction process. Moreover,
the evaluation also plays an important role in market vitalit
...

ISO/FDIS 32112:2024(en)
ISO/TC 321/WG 4
Secretariat: SAC
Date: 2024-02-1709-19
2024-08-06
Transaction assurance in E-commerce — Relevant factors of
evaluation and selection of indicators
FDIS stage
ISO/FDIS 32112:2024(en)
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 32112 2024 – All rights reserved
ii
ISO/FDIS 32112:2024(en)
Contents
Foreword . iii
Introduction . vi
1 Scope . 1
2 Normative references . 1
3 Terms and definitions . 1
4 Conducting evaluations for E-commerce transactions . 2
5 Relevant factors for conducting evaluations . 5
6 Guidelines on selection of indicators in relevant factors . 14
Annex A (informative) Examples for indicators in relevant factors of E-commerce transaction
assurance . 18
Annex B (informative) Matrix of factors and themes to be considered for evaluations . 22
Bibliography . 24

Foreword . 5
Introduction . 6
1 Scope . 1
2 Normative references . 1
3 Terms and definitions . 1
4 Conducting evaluations for E-commerce transactions . 2
4.1 Understanding the context of conducting evaluations . 2
4.1.1 What are the purposes and features of evaluations? . 2
4.1.2 Why are evaluations useful? . 3
4.2 Benefits of conducting evaluations by various interested parties . 3
4.2.1 Who should be involved when conducting evaluations? . 3
4.2.2 Where and when can the results of evaluations be used? . 4
4.3 Adopting the evaluation approach using indicators . 4
5 Relevant factors for conducting evaluations . 5
5.1 General . 5
5.2 Quality of E-commerce transaction platforms and sites . 5
5.2.1 Processing capacity . 5
5.2.2 Interface . 6
5.2.3 Information security and management measures . 6
5.2.4 Compliance . 6
5.2.5 Trust and brand reputation . 7
5.3 Quality of E-commerce transaction services . 7
5.3.1 Pre-sale services. 7
5.3.2 Order services . 8
5.3.3 Payment services . 8
5.3.4 Logistic services . 8
5.3.5 After-sales services . 9
5.3.6 Miscellaneous services . 9
5.4 Local external environments for E-commerce transactions . 10
5.4.1 Business environment . 10
© ISO 2024 – All rights reserved
iii
ISO/FDIS 32112:2024(en)
5.4.2 Initiatives and measures . 10
5.4.3 Supervision . 10
5.4.4 Availability of financing . 11
5.5 Sustainability of E-commerce transactions . 11
5.5.1 Sustainability in economy . 11
5.5.2 Sustainability in society . 11
5.5.3 Sustainability in environment. 11
6 Guidelines on selection of indicators in relevant factors . 12
6.1 Identifying the role of indicators . 12
6.2 Characteristics of selected indicators . 12
6.3 Steps to select indicators . 13
Annex A (informative) Examples for indicators in relevant factors of E-commerce transaction
assurance . 15
Table A.1 — Example indicators for quality of E-commerce transaction platforms and sites . 15
Table A.2 — Example Indicators for quality of E-commerce transaction services . 16
Table A.3 — Example indicators for local external environments for E-commerce transactions . 17
Table A.4 — Example indicators for sustainability of E-commerce transactions . 18
Annex B (informative) Matrix of factors and themes to be considered for evaluations . 19
Table B.1 — Matrix of factors and themes for evaluations to suit various interested parties’
needs . 19
Bibliography . 21

iv © ISO 32112 2024 – All rights reserved
iv
ISO/FDIS 32112:2024(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
ISO/FDIS 32112:2024(en)
Introduction
E-commerce has revolutionized the way businesses operate and has become an important driver of economic
growth worldwide. The increasing number of E-commerce users has spurred growth in other digital
industries, for example, mobile technology, information and communications technology (ICT), and digital
advertising. Local governments view E-commerce as a new engine of economic growth, while entrepreneurs
see it as an opportunity to tap into a larger market and ensure the security of their transactions.
Meanwhile, E-commerce has been a rapidly evolving field, with various emerging "new norm" digital
commerce trends such as live commerce, social E-commerce, AI-driven commerce, crowdfunding E-
commerce, Internet of Things (IoT) in E-commerce, and data analytics and consumer profiling. These trends
also have significant impacts related to the assurance of E-commerce transactions.
E-commerce transactions offer numerous benefits for businesses and consumers, but they also come with
inherent risks, for example, fraud and abuse. As such, transaction assurance has become crucial for all
interested parties. To reduce legal uncertainties and mitigate risks, the approach of carrying out evaluations
is necessary. The evaluation of various targets enables E-commerce platform operators, buyers and sellers to
check the safety and privacy of online transaction information, ensuring that all interested parties are satisfied
with the convenience, safety and confidentiality of the entire transaction process. Moreover, the evaluation
also plays an important role in market vitality, policy-making, reliability of cross-border transactions, etc.
This document provides a comprehensive evaluation
...