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ISO 32122:2025

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

Publication date:   Mar 10, 2025

General information

60.60   Standard published   Mar 10, 2025

ISO

ISO/TC 321 Transaction assurance in E-commerce

International Standard

03.080.30   Services for consumers | 35.240.63   IT applications in trade

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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.

Life cycle

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PUBLISHED
ISO 32122:2025
60.60 Standard published
Mar 10, 2025