ISO/NP 32126

Transaction Assurance in E-commerce — Guidelines for Consumer Redress in B2C E-commerce

Scope

This document provides guidelines for vendors, manufacturers, service providers and all other platforms in B2C e-commerce to operate, maintain, and enhance effective and efficient processes for product- or service-related consumer redresses, including repairs, replacements and refunds, in order to ensure fairness, transparency, competence and continuous improvement in resolving consumer grievances.
This standard applies to consumer redresses in international e-commerce transactions between businesses and individual consumers purchasing or using products/services for personal or household purposes.