GB/T 42499-2023 in English
VALIDClassification and codes for complaint and reporting information of E-commerce
- Issued on:2023-03-17
- Implemented on:2023-07-01
- File Format:PDF
- Delivery:Via email within 1~3 business days
$214.00
| Standard No: | GB/T 42499-2023 |
| Document status: | VALID |
| Title in English: | Classification and codes for complaint and reporting information of E-commerce |
| Title in Chinese: | 电子商务投诉举报信息分类与代码 |
| Language: | English |
| File Format: | Electronic (PDF) |
| Delivery: | Via email within 1~3 business days |
| Issued on: | 2023-03-17 |
| Implemented on: | 2023-07-01 |
| ICS Classification: | 35.240.60-IT applications in transport and trade |
| Chinese Classification: | A24-Codification |
| Professional Classification: | GB-National Standard |
| Related Keywords: | e-commerce complaint
complaint category complaint type complaint object complaint content |
| Related Topics: | who to complain
Classification and code of electronic components complaint zero complaints The first set of complaints due to reporting reporting period Electronic Parts Classification Code Information Technology E-Commerce Complaint hotline of the Ministry of Information Industry GJB 8118-2013 Classification and codes of military electronic components |
《GB/T 42499-2023电子商务投诉举报信息分类与代码》由TC563（全国电子商务质量管理标准化技术委员会）归口，主管部门为国家标准委。
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:
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
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