ISO 32122:2025 PDF

Name: ISO 32122:2025 — Transaction assurance in E-commerce — Guidance for offering online dispute resolution services
SKU: ISO 32122:2025
Price: 25 EUR
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Transaction assurance in E-commerce — Guidance for offering online dispute resolution services

Название (английский):

ISO 32122:2025

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

Статус документа:: Действующий
Формат:: Электронный (PDF)
Количество страниц:: 14
Дата публикации:: 10 марта 2025 г.
Издание:: ISO IS 32122 edition 1 version 1
ICS:: 03.080.30

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Цена:210 €

Описание (английский):

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.

Abstract

Похожие стандарты

Упомянутые в описании и другие стандарты ISO

Overview

ISO 32122:2025 - Transaction assurance in E‑commerce: Guidance for offering online dispute resolution services provides practical guidance for designing, implementing and operating online dispute resolution (ODR) for e‑commerce transactions. The standard helps e‑commerce operators, platform owners and outsourced ODR providers deliver safe, fair, accessible and effective ODR-particularly for cross‑border, low‑value e‑commerce disputes involving goods or services.

Key topics and technical requirements

ISO 32122:2025 combines high‑level principles with concrete technical and operational guidance:

Basic principles: accessibility, accountability, competence, confidentiality, equality, fairness/impartiality/neutrality, legality, security and transparency. These principles guide planning, design, development, implementation, maintenance and improvement of ODR services.

Technical recommendations (high level):

Protecting personal information and privacy - policies on data use, storage, breach notification and retention.
Anonymization of decisions - guidance to remove identifying data in published outcomes.
Records sealing and storage - lifecycle controls for case records, auditability and controlled access.
Security and access controls - ensuring integrity, traceability and controlled disclosure of records.
Human oversight of automation - traceability of documents and decisions when AI is used; clarity on human vs. automated decision roles.

Operational manuals: step‑by‑step process guidance for communications, notice, response, negotiation, mediation, decision‑making, settlement, appointment/resignation of neutrals, corrections, and miscellaneous procedures required for consistent ODR delivery.

Practical applications and users

Who should use ISO 32122:2025:

E‑commerce operators and platform providers developing in‑house ODR or contracting outsourced ODR providers.

ODR providers and system vendors building compliant ODR platforms and workflows.

Legal, compliance and customer service teams seeking standardized procedures for dispute handling.

Dispute resolution professionals and mediators who operate on digital platforms.

Consumer protection agencies and regulators assessing ODR service quality and transaction assurance.

Practical benefits:

Improves buyer/seller confidence and transaction assurance in online marketplaces.

Reduces time, cost and cross‑border friction for low‑value disputes.

Supports auditable, privacy‑aware dispute outcomes and helps avoid bias through human oversight and transparency.

Related standards

ISO 32110 - Transaction assurance in E‑commerce: Vocabulary (referenced for terms and definitions).

Developed by ISO/TC 321 (Transaction assurance in E‑commerce).

Keywords: ISO 32122:2025, online dispute resolution, ODR, e‑commerce, transaction assurance, cross‑border disputes, privacy, records sealing, ODR platform.

ISO 32122:2025 PDF

Abstract

Похожие стандарты

Overview

Key topics and technical requirements

Practical applications and users

Related standards

Технические детали

BS ISO 32110:2023

Transaction assurance in E-commerce. Vocabulary.

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