ISO/FDIS 32122

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

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.