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BS ISO 10008:2022 – TC

BS ISO 10008:2022 – TC

$217.84

Tracked Changes. Quality management. Customer satisfaction. Guidance for business-to-consumer electronic commerce transactions

Published By Publication Date Number of Pages
BSI 2022 94
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PDF Catalog

PDF Pages PDF Title
52 National foreword
57 Foreword
58 Introduction
61 1 Scope
2 Normative references
3 Terms and definitions
62 4 Guiding principles
4.1 General
63 4.2 Commitment
4.3 Capacity
4.4 Competence
4.5 Suitability
4.6 Information integrity
4.7 Transparency
4.8 Choice
4.9 Accessibility
64 4.10 Responsiveness
4.11 Timeliness
4.12 Consent
4.13 Accountability
4.14 Legality
4.15 Privacy
4.16 Data protection
65 4.17 Safety
4.18 Sustainability
4.19 Integration
4.20 Customer-focused approach
4.21 Improvement
5 Business-to-consumer electronic commerce transaction system
5.1 Context of the organization
66 5.2 Framework
5.3 Objectives
67 5.4 Processes
5.4.1 General
68 5.4.2 Single-phase processes
5.4.3 Multi-phase processes
69 5.5 Resources
5.5.1 General
5.5.2 B2C ECT providers
5.5.3 Procedures
5.5.4 Internal and external communication plan
70 5.6 Connectivity
6 Single-phase processes
6.1 Pre-transaction phase
6.1.1 General
6.1.2 Content creation
6.1.3 Content delivery
72 6.1.4 Content governance
73 6.2 In-transaction phase
6.2.1 General
6.2.2 Initial selection support
74 6.2.3 Consumer identification
6.2.4 Final quote
75 6.2.5 Payment selection support
76 6.2.6 Payment authorization
6.2.7 Order confirmation
6.3 Post-transaction phase
6.3.1 General
77 6.3.2 Delivery
6.3.3 Correction
78 6.3.4 Return and exchange
7 Multi-phase processes
7.1 Consumer interaction
7.1.1 General
7.1.2 B2C ECT code
79 7.1.3 Consumer support
7.1.4 Feedback handling
7.1.5 Complaints handling and external dispute resolution
80 7.2 Consumer data management
7.2.1 General
7.2.2 Security
7.2.3 Privacy
81 8 Maintenance and improvement
8.1 Collection of information
8.2 Evaluation of performance of the B2C ECT system
8.3 Satisfaction with the B2C ECT system
8.4 Review of the B2C ECT system
82 8.5 Continual improvement
83 Annex A (informative) Customer satisfaction and consumer needs in the B2C ECT context
85 Annex B (informative) Supplementary references
87 Annex C (informative) Guidance on information provision
90 Annex D (informative) Guidance concerning an organization’s B2C ECT code
92 Bibliography

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BS ISO 10008:2022 - TC
$217.84