ISO 32122:2025 電子商取引における取引保証 — オンライン紛争解決サービスを提供するためのガイダンス | ページ 2

Foreword

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This document was prepared by Technical Committee ISO/TC 321, Transaction assurance in E-commerce.

Introduction

E-commerce has drastically increased globally. Wide use of e-commerce has increased the number of related disputes, including cross-border ones.

At the time of dispute, traditional litigation or traditional in-person alternative dispute resolution (ADR) cannot substantially resolve the disputes, including cross-border ones. In other words, transaction assurance in e-commerce cannot be achieved with traditional litigation or traditional in-person ADR, including for cross-border disputes. Online dispute resolution (ODR) has been gradually and widely used for e-commerce related disputes until now.

The safety and fairness of ODR are also important considerations, regardless if the ODR service was provided by an e-commerce operator or an outsourced ODR provider in order to be able to be used in a “real world setting”, including that it should not impose high costs, delays and burdens that are disproportionate to the economic value at stake. These are important factors in the assessment of a good e-commerce operator for all the stakeholders involved in e-commerce.

This document provides guidance for offering safe, fair, accessible and effective ODR services. E-commerce operators can easily know what conditions are needed as a safe and fair ODR service, and thereby customers can find more e-commerce operators which provide the safe and fair ODR service.

This document has been developed with reference to available documentation relating to ODR service in e-commerce.

1 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.

2 Normative references

The following documents are referred to in the text in such a way that some or all of their content constitutes requirements of this document. For dated references, only the edition cited applies. For undated references, the latest edition of the referenced document (including any amendments) applies.

3 Terms and definitions

For the purposes of this document, the terms and definitions given in ISO 32110 and the following apply.

ISO and IEC maintain terminology databases for use in standardization at the following addresses:

Bibliography