GB/T 42499-2023 (English Version)

Standard No.: GB/T 42499-2023
Language: Chinese, Available in English version
Release Date: 2023
Published By: General Administration of Quality Supervision, Inspection and Quarantine of the People‘s Republic of China
Latest: GB/T 42499-2023

Scope: This document provides the classification principles and methods for e-commerce complaint and reporting information, and stipulates the coding method, code structure and code table. This document is applicable to the storage, statistics, analysis and sharing and exchange of complaint and reporting information in the e-commerce transaction model of business sellers to business buyers and business sellers to individual buyers.

Introduction

1. Background of standard formulation and analysis of technological evolution

With the rapid development of e-commerce, transaction disputes and consumer complaints have become increasingly prominent. In order to standardize the management of complaint and reporting information in the field of e-commerce and improve the efficiency of data storage, statistics, analysis and sharing, the State Administration for Market Regulation and relevant departments jointly drafted the GB/T 42499-2023 "Classification and Code of E-commerce Complaint and Reporting Information" standard.

This standard is based on existing laws, regulations and technical specifications, combined with the actual needs of the e-commerce field, and formed after in-depth research and multiple revisions. Its core goal is to provide a unified classification and coding system for complaint and reporting information in e-commerce transactions, which is convenient for regulatory departments and enterprises at all levels to apply.

2. Comparison of standard frameworks

Standard dimensions	GB/T 42499—2023	Comparison standards
Classification principles	Scientificity, systematicity, scalability, compatibility and comprehensive practicality	GB/T 10113—2003 "General Terms of Classification and Coding"
Coding method	9-digit code, divided into four dimensions according to the type, method, content and object of complaint and report	GB/T 38652—2020 "Terms of Business for E-commerce"
Scope of application	Management of complaints and reports from sellers to buyers in transaction models	No other standard covers this field

3. Interpretation of the core content of the standard

3.1 Classification principles and methods

GB/T 42499 adopts a mixed classification method, with the main classification being the surface classification method and the subdivision being the line classification method. Specific dimensions include:

Complaint and report type: divided into complaint type, report type and complaint and report mixed type
Complaint and report method: including letter, network, visit, telephone and other methods
Complaint and report content: subdivided into major and medium categories, covering multiple aspects such as operation, quality, advertising, intellectual property rights, etc.
Complaint and report object: divided into two categories: goods and services

3.2 Coding method and code structure

The standard adopts 9-digit coding, and the specific structure is as follows:

First digit: Complaint and report type
Second digit: Complaint and report method
Third to sixth digits: Complaint content (3rd-4th positions are major categories, 5th-6th positions are medium categories)
7th-9th positions: Complaint object (7th position is major category, 8th-9th positions are medium categories)

For example: 110101103 means: complaint type is complaint category, method is network, content is business issues (major category 01, medium category 01), and object is household appliances (major category 1, medium category 03).

4. Implementation Suggestions

4.1 Data Collection and Management

Enterprises should establish a unified complaint and reporting information management system to ensure that data entry meets standard requirements
It is recommended to use a structured database to store coding information for subsequent statistical analysis

4.2 Training and Promotion

Conduct standardized training for relevant personnel to ensure that they understand the classification and coding rules
Develop an internal operation manual to clarify the specific requirements of each link

4.3 Application and Optimization

Establish a data analysis mechanism and generate statistical reports regularly
Optimize the classification and coding system according to actual operation conditions

GB/T 42499-2023 Referenced Document

GB/T 10113 Definition of common terms used in classification and coding
GB/T 38652 E-commerce business terminology

GB/T 42499-2023 history

2023 GB/T 42499-2023 Classification and codes of e-commerce complaints and reports