GB/T 37401-2019 English PDF (GB/T37401-2019)

GB/T 37401-2019: Service assurance technical requirement for electronic commerce platform
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GB/T 37401-2019
NATIONAL STANDARD OF THE
PEOPLE’S REPUBLIC OF CHINA
ICS 35.240.60
A 10
Service assurance technical requirement for
electronic commerce platform
ISSUED ON: MAY 10,2019
IMPLEMENTED ON: DECEMBER 1, 2019
Issued by: State Administration for Market Regulation of the People's
Republic of China;
Standardization Administration of the People's Republic of
China.
Table of Contents
Foreword ... 3
1 Scope ... 4
2 Normative references ... 4
3 Terms and definitions ... 5
4 Service assurance system of electronic commerce platform ... 5
5 Transaction process assurance ... 6
6 Fundamental guarantees ... 10
Bibliography ... 15
Foreword
This Standard was drafted in accordance with the rules given in GB/T 1.1-2009.
This Standard was proposed by and shall be under the jurisdiction of National
Technical Committee on Electronic Business Standardization (SAC/TC 83).
The drafting organizations of this Standard: China National Institute of Standardization,
Xiamen Zhicheng Standardization Service Co., Ltd., Haiquan Baishan Biotechnology
Co., Ltd., Chengdu DAQsoft Co., Ltd., CTCA Inspection (Quanzhou) Technical
Services Co., Ltd., Jinjiang Lvsheng Food Co., Ltd., China Jiliang University, Jiangsu
Institute of Quality and Standardization, Guangzhou Institute of Standardization,
Hanghzou Hanzheng Technical Services Co., Ltd., Shandong University of Technology,
Dongguan ARUN Inc., Xiamen Anne Corporation Limited, Anhui Institute of Quality and
Standardization.
The main drafters of this Standard: Cheng Yue, Sun Zhaoyang, Sui Yuan, Mao Haijun,
Li Jing, Wang Shuang, Wang Zhimin, Gao Ang, Zhu Hong, Xian Kuitong, Chen Yinlong,
Mao Xu, Lin Yun, Yang Xiaofeng, Zhang Ying, Liu He, Qiu Zhiping, Ding Yafang, Gong
Kunxiang, Cao Xinjiu, Liu Ying, Zhou Daohua, Hao Han, Ling Junjie, Lin Fengxi, Zhou
Ruqi.
Service assurance technical requirement for
electronic commerce platform
1 Scope
This Standard specifies the transaction process assurance and basic assurance
technical requirements for electronic commerce platform.
This Standard applies to the planning and implementation of the service assurance of
electronic commerce platform.
2 Normative references
The following referenced documents are indispensable for the application of this
document. For dated references, only the edition dated applies to this document. For
undated references, the latest edition of the referenced documents (including all
amendments) applies to this document.
GB/T 2887, General specification for computer field
GB/T 20270, Information security technology – Basis security techniques
requirement for network
GB/T 20281, Information security technology – Security technical requirements
and testing and evaluation approaches for firewall
GB/T 20988, Information security technology – Disaster recovery specifications
for information systems
GB/T 22080, Information technology – Security techniques – Information security
management systems – Requirements
GB/T 28827.1, Information technology service – Operations and maintenance –
Part 1: General requirements
GB/Z 28828, Information security technology – Guideline for personal information
protection within information system for public and commercial services
3 Terms and definitions
For the purposes of this document, the following terms and definitions apply.
3.1
electronic commerce
Commercial activities which are carried out in the form of electronics.
NOTE: Economic activity subjects use modern information technology (including the Internet,
mobile network and other information networks) to carry out commercial activities with each
other, to fulfill electronization in part or in whole in the key commercial activities such as online
communication, signing, payment and so on, including goods trading, service trading,
intellectual property trading, etc.
[GB/T 31524-2015, Definition 3.1]
3.2
electronic commerce platform
The total of information network systems which provide match-making and related
services for two parties or multiple parties of a transaction in electronic commerce
activities.
[GB/T 31524-2015, Definition 3.2]
3.3
electronic commerce subject
The total of information network systems which provide match-making and related
services for two parties or multiple parties of a transaction in electronic commerce
activities.
[GB/T 32873-2016, Definition 3.2]
4 Service assurance system of electronic commerce
platform
4.1 The service assurance system of electronic commerce platform is as shown in
Figure 1.
Figure 1 – Service assurance system of electronic commerce platform
4.2 The service assurance system of electronic commerce platform shall include:
a) transaction process assurance: the service assurance of the whole transaction
process of electronic commerce, mainly covering the service assurance in the
links such as before transaction, in transaction and after transaction;
b) basic assurance: all kinds of basic service assurance provided based on
electronic commerce platform, covering security assurance, platform
environment, data management and operation and maintenance management.
5 Transaction process assurance
5.1 Before-transaction requirements
5.1.1 Subject identity authentication
Electronic commerce platform shall have the subject identity authentication function,
whose functional requirements shall at least include:
Transaction process assurance
Before transaction In transaction After transaction
Subject identity authentication
Product service assurance
Order handling
Order payment
Logistics distribution
After-sale service
Fundamental assurance
Security
assurance Platform environment Data management
Operation and
maintenance
management
a) data acquisition: supporting the functions such as online fill-out and uploading
corresponding documentary evidences, to fulfill the acquisition of subject’s real
information in the process of an electronic commerce transaction. The information
acquired shall include but not limited to:
1) subject registration information, including basic information, subject identity
information and so on;
2) license information, including the information of relevant administrative licenses
or selling authorization licenses which are necessary for selling goods or
providing services;
3) contact information, including the information of detailed address, contact
telephone, e-mail and so on.
b) Information authentication: providing the functions such as online inquiry,
background authentication, and examining the related transaction activity
information by means of digital signature, digital certificate, etc.
c) information announcement: by means of image insertion or web page linkage,
realizing the announcement of the qualification information such as license
information, registration information, in prominent positions.
5.1.2 Product service assurance
5.1.2.1 Product information description
Electronic commerce platform shall have the function of describing the information of
products sold clearly, including:
a) the function of product information modelling shall at least include:
1) general information module, supporting the function to describe the information
entities such as the basic information, corporate information, contact information
and so on of products sold, and the information elements such as product name,
brand, place of origin, corporate name, contact telephone, etc.;
2) special information module, supporting the function to describe the characteristic
information entities and information elements of products sold.
b) the function established by the product information description methods: supporting
the establishment of the related descriptive methods of basic attributes, data types
and formats, etc. of product information entities and information elements. For the
detailed descriptive methods, refer to the requirements in relevant national
standards such as GB/T 32670 and GB/T 33989.
5.1.2.2 Product quality assurance
Electronic commerce platform shall provide the function of online fill-out of
documentary information and uploading documentary documents related to product
quality assurance, and examine its compliance, legality and authenticity.
5.2 In-transaction requirements
5.2.1 Order handling
Electronic commerce platform shall provide the related function module of order
handling such as order placing service, order management, etc., whose requirements
shall include but not limited to:
a) the requirements of order placing service function module include:
1) providing specific transaction rules and convenient order placing processes,
preferably supporting the functions such as one-key order placing;
2) providing the guidance of the whole process of order placing by means of page
reminder, etc.;
3) having the functions such as order confirmation, payment method description
and selection, etc. at the key links of the order placing service process;
4) describing the quantity of goods selected, expected delivery time, delivery place,
distribution method, order amount details, invoice information, discounting
details, which are shown by means of independent pages before confirming
order;
5) providing the order detail notification function by means of text message, platform
short message, related social communication software, e-mail, etc., to realize
the confirmation of ordering and payment;
6) electronic commerce platform can support the distribution method selection
function;
7) preferably providing multiple order placing methods, including but not limited to
computer end, mobile phone end, etc.
b) the requirements for the order management function module include:
1) supporting the acquisition of information related to payment, delivery, receiving,
etc. and realizing the function of order detail tracking;
2) being able to carry out historical order inquiry by setting the conditions such as
time and keywords.
5.2.2 Order payment
Electronic commerce platform shall ensure the safety and convenience of order
payment, its requirements including but not limited to:
a) it shall provide multiple optional payment methods and payment means through all
kinds of interfaces;
b) it shall support the access to the payment processes, payment reminders, payment
instructions, etc. through the technologies such as image insertion and web page
linkage;
c) it shall support the notification function with the methods such as SMS and E-mail
at the same time when the payment is completed;
d) it shall preferably support the real-time verification function for the on-line payment
processes;
5.3 After-transaction requirements
5.3.1 Logistics distribution
Electronic commerce platform shall provide service guarantee for the logistics
distribution of the products sold, its requirements including but not limited to:
a) it shall support the information display function of the whole distribution process of
the goods sold in the order page, the content of information including but not limited
to delivery information, transportation information, dispatching information,
receiving information, etc.;
b) it shall provide the consumers the evaluation function module of logistics distribution
services;
c) for those electronic commerce platforms which provide self-operated logistics
distribution services, the requirements for them include:
1) the message notification function, which supports sending relevant information,
such as delivery, transportation, dispatching, receiving, etc., by means of the
technologies, such as E-mail, SMS and telephone;
2) the receiving confirmation function module, which preferably provide a receiving
confirmation function combining the on-line and off-line ways.
5.3.2 After-sale services
5.3.2.1 Goods return or replacement service
Electronic commerce platform shall have the goods return or replacement service, its
requirements including but not limited to:
a) it shall, in accordance with the instructions for goods return and replacement, clarify
the form of returning goods and payment, the time and address of goods handover,
the identity of deliveryman, the appearance of goods, the inspection requirements
of goods, the extra expenses, etc.;
b) it shall provide package for the transportation of returned or replaced goods;
c) it preferably uses electronic documents to record the appearance and performance
of the returned or replaced goods received;
d) it preferably uses electronic documents to keep all kinds of records of the process
of goods return or replacement.
5.3.2.2 Dispute handling service
Electronic commerce platform shall provide the dispute handling service, its
requirements including but not limited to:
a) it shall, using the technologies such as image insertion and web page linkage,
publish, at notable locations on the page of electronic commerce platform, the
information such as the dispute handling rules, dispute handling channels and
detailed processes;
b) it shall, by means of the information technologies such as SMS, platform SMS,
associated social software and E-mail to feedback the dispute complaint information,
guarantee that it will confirm the receiving of the dispute complaint information to
the consumers within a guaranteed time, and feedback the handling results on a
timely basis to the consumers.
6 Fundamental guarantees
6.1 Security guarantee
6.1.1 Information security
The information security guarantee of electronic commerce platform shall be as
specified in GB/T 22080, the specific requirements at least including:
a) it shall filter out the contents not conforming to the rules, such as videos, images
and words;
b) it shall clarify the transactional information protection principles at notable locations
of the website, the content including but not limited to consumer information,
information access channels, information protection methods, information use