DB43-T 2439-2022 網(wǎng)絡(luò)社區(qū)團(tuán)購平臺(tái)經(jīng)營規(guī)范

ICS

03.100.20CCS

43湖 南 省 地方 標(biāo) 準(zhǔn)DB43/T

2439—2022網(wǎng)絡(luò)社區(qū)團(tuán)購平臺(tái)經(jīng)營規(guī)范Business

specifications

of

online

community

group

purchasing

platform2022

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-

10

發(fā)布

2023

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實(shí)施湖南省市場(chǎng)監(jiān)督管理局

發(fā)

布DB43/T

2439—前言························································································································

Ⅲ1 ·····················································································································

12 規(guī)范性引用文件······································································································13 術(shù)語和定義············································································································14 商業(yè)模式分類·········································································································25基本要求···············································································································26合規(guī)經(jīng)營要求·········································································································36.1 平臺(tái)信息發(fā)布···································································································36.2 商品定價(jià)·········································································································36.3 經(jīng)營競(jìng)爭(zhēng)與反壟斷·····························································································

36.4 宣傳與促銷······································································································36.5票據(jù)提供·········································································································47 商品質(zhì)量要求·········································································································47.1 食品安全管理···································································································47.2 質(zhì)量安全與品質(zhì)管理··························································································

48 消費(fèi)者權(quán)益保護(hù)要求································································································

48.1 售后服務(wù)·········································································································48.2投訴處理·········································································································59 信息管理要求·········································································································59.1信息安全責(zé)任及保密··························································································

59.2信息留存·········································································································5DB43/T

2439—1

保護(hù)要求和信息管理要求，描述了對(duì)應(yīng)的證實(shí)方法。本文件適用于網(wǎng)絡(luò)社區(qū)團(tuán)購經(jīng)營與交易行為。2

規(guī)范性引用文件文件。GB/T

31524 電子商務(wù)平臺(tái)運(yùn)營與技術(shù)規(guī)范GB/T

35273 信息安全技術(shù)——個(gè)人信息安全規(guī)范GB/T

35411 電子商務(wù)平臺(tái)產(chǎn)品信息展示要求GB/T

36310 電子商務(wù)模式規(guī)范3

術(shù)語和定義下列術(shù)語和定義適用于本文件。3.1網(wǎng)絡(luò)社區(qū)團(tuán)購 online

一體化商業(yè)模式。3.2網(wǎng)絡(luò)社區(qū)團(tuán)購平臺(tái)經(jīng)營者 operator

online

community

platform提供網(wǎng)絡(luò)社區(qū)團(tuán)購平臺(tái)交易環(huán)境及相關(guān)供應(yīng)鏈系統(tǒng)支持的經(jīng)營者。3.3網(wǎng)絡(luò)社區(qū)團(tuán)購商家 online

入駐網(wǎng)絡(luò)社區(qū)團(tuán)購平臺(tái)并實(shí)際向消費(fèi)者銷售商品或提供服務(wù)的主體。3.4網(wǎng)絡(luò)社區(qū)團(tuán)購線下提貨點(diǎn) online

point場(chǎng)所。3.5網(wǎng)絡(luò)社區(qū)團(tuán)購團(tuán)長(zhǎng) online

務(wù)的各類民事主體。DB43/T

2439—3.6中心倉

positions合服務(wù)的物流樞紐中心。3.7網(wǎng)格倉 grid

positions流轉(zhuǎn)及交付功能，按消費(fèi)者訂單進(jìn)行二次分揀、配送等作業(yè)的服務(wù)站點(diǎn)。4

商業(yè)模式分類4.1 購經(jīng)營活動(dòng)。4.2 平臺(tái)自營模式的網(wǎng)絡(luò)社區(qū)團(tuán)購，是平臺(tái)經(jīng)營者直接面向終端消費(fèi)者銷售商品的經(jīng)營活動(dòng)。4.3 非自營模式的網(wǎng)絡(luò)社區(qū)團(tuán)購，是平臺(tái)商家對(duì)外銷售商品的經(jīng)營活動(dòng)。5

基本要求5.1

網(wǎng)絡(luò)社區(qū)團(tuán)購經(jīng)營者從事經(jīng)營活動(dòng)，應(yīng)遵循自愿、平等、公平、誠信原則，遵守法律、法規(guī)、規(guī)監(jiān)督。5.2

平臺(tái)經(jīng)營者以自營模式開展網(wǎng)絡(luò)社區(qū)團(tuán)購，應(yīng)依法辦理市場(chǎng)主體登記。交易活動(dòng)需要取得相關(guān)行行備案。5.3

GB/T

36310—2018

的規(guī)定，應(yīng)依法取條“豁免等級(jí)”情形的商家除外。5.4 平臺(tái)經(jīng)營者宜根據(jù)國家相關(guān)法律法規(guī)和規(guī)范性文件的要求針對(duì)不同類目的商家實(shí)施資質(zhì)準(zhǔn)入。5.5

平臺(tái)經(jīng)營者在與商家簽訂協(xié)議前，應(yīng)對(duì)其經(jīng)營資質(zhì)、經(jīng)營場(chǎng)所、生產(chǎn)環(huán)境、商品質(zhì)量等進(jìn)行全面考察與審核。5.6 貨點(diǎn)宜為已經(jīng)取得營業(yè)執(zhí)照和食品經(jīng)營等行政許可的經(jīng)營者。5.7 傳、協(xié)助平臺(tái)進(jìn)行線下履約及售后服務(wù)的能力。5.8

中心倉應(yīng)建立流程控制體系和相關(guān)管理制度，具備大批量?jī)?chǔ)存、分揀和發(fā)貨的能力，并擁有靈活的應(yīng)急響應(yīng)機(jī)制。5.9

網(wǎng)格倉應(yīng)具有與其貯存的食品品種、數(shù)量相適應(yīng)的貯存場(chǎng)所，保持場(chǎng)所環(huán)境整潔，并與有毒、有體登記。DB43/T

2439—6

合規(guī)經(jīng)營要求6.1 平臺(tái)信息發(fā)布6.1.1 平臺(tái)在經(jīng)營活動(dòng)中，應(yīng)按照誠實(shí)信用的原則對(duì)商品及服務(wù)進(jìn)行規(guī)范、準(zhǔn)確、清楚地描述并符合GB/T

的規(guī)定。6.1.2 平臺(tái)信息展示可使用文字、表格、圖片、語音、視頻、影像、電子鏈接標(biāo)識(shí)等多種方式。6.1.3 許可等信息，并及時(shí)更新。6.1.4 臨期商品應(yīng)在促銷頁及詳情頁主頁面顯著位置標(biāo)注。6.1.5 平臺(tái)應(yīng)完整保留消費(fèi)者對(duì)商品的評(píng)論，不應(yīng)惡意刪除或控評(píng)。6.2 商品定價(jià)6.2.1 對(duì)于自營商品，平臺(tái)經(jīng)營者應(yīng)規(guī)范使用自主定價(jià)權(quán)，合理定價(jià)。對(duì)于同款商品，平臺(tái)不應(yīng)利用技術(shù)優(yōu)勢(shì)和算法模型對(duì)消費(fèi)者進(jìn)行差別定價(jià)。6.2.2 對(duì)于非自營商品，平臺(tái)經(jīng)營者應(yīng)充分尊重商家的自主定價(jià)權(quán)，不應(yīng)以平臺(tái)活動(dòng)、流量限制或其他技術(shù)手段影響商家定價(jià)。6.2.3 平臺(tái)經(jīng)營者和商家應(yīng)根據(jù)市場(chǎng)情況和自身運(yùn)營成本合理制定商品價(jià)格，不應(yīng)通過低價(jià)傾銷、價(jià)格串通、哄抬價(jià)格、價(jià)格欺詐等方式濫用自主定價(jià)權(quán)。6.2.4 網(wǎng)絡(luò)社區(qū)團(tuán)購促銷商品定價(jià)應(yīng)真實(shí)、有據(jù)，不應(yīng)虛構(gòu)原價(jià)、市場(chǎng)參考價(jià)或劃線價(jià)作為活動(dòng)價(jià)基準(zhǔn)。6.2.5當(dāng)遇到公共應(yīng)急事件，平臺(tái)經(jīng)營者應(yīng)采取積極措施維持平臺(tái)內(nèi)經(jīng)營的民生商品價(jià)格穩(wěn)定，對(duì)商家價(jià)格串通、哄抬價(jià)格、價(jià)格欺詐等行為予以管控。6.3 經(jīng)營競(jìng)爭(zhēng)與反壟斷6.3.1 平臺(tái)經(jīng)營者應(yīng)守法經(jīng)營、公平競(jìng)爭(zhēng)，不應(yīng)濫用市場(chǎng)優(yōu)勢(shì)或資本優(yōu)勢(shì)以低于成本的價(jià)格實(shí)施低價(jià)法利益。6.3.2 平臺(tái)經(jīng)營者對(duì)商家的經(jīng)營行為負(fù)有監(jiān)督責(zé)任，發(fā)現(xiàn)商家虛假促銷、虛構(gòu)原價(jià)、虛構(gòu)交易、實(shí)施及違法違規(guī)行為的，平臺(tái)經(jīng)營者應(yīng)積極配合有關(guān)部門進(jìn)行調(diào)查取證。6.3.3 平臺(tái)經(jīng)營者應(yīng)在消費(fèi)者確認(rèn)收貨完成交易之后（不適用

7

天無理由退貨的商品）3

個(gè)工作日內(nèi)或無理由退貨期滿

3

個(gè)工作日內(nèi)及時(shí)與商家結(jié)算貨款和傭金，不應(yīng)利用市場(chǎng)優(yōu)勢(shì)地位占用商家資金。6.3.4 平臺(tái)經(jīng)營者不應(yīng)利用數(shù)據(jù)、算法、平臺(tái)規(guī)定或其他實(shí)質(zhì)上的協(xié)同行為實(shí)施壟斷。6.3.5 及掠奪性定價(jià)等濫用市場(chǎng)支配地位，排除、限制競(jìng)爭(zhēng)的行為。6.4 宣傳與促銷6.4.1 平臺(tái)經(jīng)營者應(yīng)規(guī)范網(wǎng)絡(luò)社區(qū)團(tuán)購平臺(tái)促銷活動(dòng)及相關(guān)宣傳，在網(wǎng)頁顯著位置以顯著方式公示促銷活動(dòng)信息。6.4.2 平臺(tái)經(jīng)營者應(yīng)規(guī)范發(fā)布并管理宣傳與促銷信息，制定平臺(tái)促銷信息及商品詳情頁描述信息發(fā)布DB43/T

2439—規(guī)則，對(duì)商家發(fā)布的宣傳與促銷信息進(jìn)行審核。6.4.3 對(duì)促銷活動(dòng)方案、可以查驗(yàn)的促銷統(tǒng)計(jì)數(shù)據(jù)應(yīng)進(jìn)行留存管理。6.5票據(jù)提供6.5.1 自營模式的經(jīng)營活動(dòng)，平臺(tái)經(jīng)營者應(yīng)根據(jù)需要提供紙質(zhì)發(fā)票或者電子發(fā)票等購貨憑證或服務(wù)單據(jù)。非自營模式的經(jīng)營活動(dòng)，平臺(tái)經(jīng)營者應(yīng)督促商家及時(shí)向消費(fèi)者提供發(fā)票。6.5.2 平臺(tái)經(jīng)營者應(yīng)為消費(fèi)者開具發(fā)票提供便利。消費(fèi)者索要發(fā)票等購貨憑證的，發(fā)票提供方應(yīng)如實(shí)出具，不應(yīng)拒絕或者附加條件。7

商品質(zhì)量要求7.1 食品安全管理7.1.1 平臺(tái)經(jīng)營者應(yīng)依法健全完善食品安全管理制度。平臺(tái)經(jīng)營者宜設(shè)置專門機(jī)構(gòu)或人員負(fù)責(zé)食品安系。7.1.2 平臺(tái)經(jīng)營者應(yīng)對(duì)網(wǎng)絡(luò)社區(qū)團(tuán)購商家提交的身份證明、營業(yè)執(zhí)照、行政許可、經(jīng)營地址、聯(lián)系方式等信息，進(jìn)行核驗(yàn)、登記，建立登記檔案，并至少每三個(gè)月核驗(yàn)更新一次。7.1.3 加強(qiáng)食品安全風(fēng)險(xiǎn)識(shí)別和處置。7.1.4 平臺(tái)經(jīng)營者應(yīng)制定中心倉、網(wǎng)格倉、提貨點(diǎn)的管理制度與作業(yè)規(guī)范，以確保食品安全。應(yīng)自行問題，督促各方積極整改。7.1.5 平臺(tái)經(jīng)營者應(yīng)加強(qiáng)食品安全知識(shí)宣傳與培訓(xùn)，定期組織中心倉、網(wǎng)格倉、提貨點(diǎn)等各環(huán)節(jié)人員進(jìn)行食品安全法律法規(guī)、操作規(guī)范等方面的培訓(xùn)、考核，并保留相關(guān)記錄。7.1.6 平臺(tái)經(jīng)營者應(yīng)建立完善的投訴機(jī)制，及時(shí)處理消費(fèi)者的食品安全咨詢、投訴。7.1.7 平臺(tái)經(jīng)營者應(yīng)嚴(yán)格按照承諾實(shí)現(xiàn)商品履約，確保商品在約定提貨時(shí)間之前抵達(dá)團(tuán)點(diǎn)儲(chǔ)存，以保障食品安全和履約時(shí)效。7.2 質(zhì)量安全與品質(zhì)管理7.2.1 平臺(tái)經(jīng)營者應(yīng)建立并執(zhí)行進(jìn)貨檢查驗(yàn)收制度，驗(yàn)明平臺(tái)上架商品的合格證明和其他標(biāo)識(shí)。7.2.2 網(wǎng)絡(luò)社區(qū)團(tuán)購商家不應(yīng)銷售或者提供假冒偽劣產(chǎn)品以及法律、法規(guī)禁止交易或禁止在網(wǎng)絡(luò)經(jīng)營品或服務(wù)的，平臺(tái)經(jīng)營者應(yīng)采取必要措施予以制止和懲戒。7.2.3

HACCP、ISO

等體系認(rèn)證及在產(chǎn)品包裝標(biāo)示質(zhì)量認(rèn)證、評(píng)優(yōu)的商品，應(yīng)進(jìn)行相應(yīng)證明文件的查驗(yàn)。8

消費(fèi)者權(quán)益保護(hù)要求8.1 售后服務(wù)8.1.1 平臺(tái)經(jīng)營者應(yīng)建立完善的售后服務(wù)體系，團(tuán)長(zhǎng)應(yīng)協(xié)助為消費(fèi)者提供售后服務(wù)。DB43/T

—8.1.2平臺(tái)經(jīng)營者應(yīng)完善平臺(tái)七日無理由退貨規(guī)則以及配套的消費(fèi)者權(quán)益保護(hù)制度，在平臺(tái)顯著位置公示，并從技術(shù)上保證消費(fèi)者能夠便利、完整地閱覽和保存。8.1.3 平臺(tái)經(jīng)營者宜建立和完善先行賠付制度，為消費(fèi)者提供便捷、安心的消費(fèi)體驗(yàn)。8.2 投訴處理8.2.1

GB/T

31524

制度，履行服務(wù)條款。8.2.2 平臺(tái)經(jīng)營者應(yīng)建立

ODR

制度，及時(shí)處理消費(fèi)者投訴，為消費(fèi)者維權(quán)提供便利。9

信息管理要求9.1 信息安全責(zé)任及保密9.1.1 平臺(tái)經(jīng)營者應(yīng)合理適度收集、使用、處理消費(fèi)者個(gè)人信息，不應(yīng)強(qiáng)制、頻繁、過度索取消費(fèi)者權(quán)限，非法收集、使用消費(fèi)者個(gè)人信息。9.1.2

GB/T

3