ICS

03.100.20CCS

43湖 南 省 地方 標 準DB43/T

2439—2022網(wǎng)絡(luò)社區(qū)團購平臺經(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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實施湖南省市場監(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 平臺信息發(fā)布···································································································36.2 商品定價·········································································································36.3 經(jīng)營競爭與反壟斷·····························································································

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 消費者權(quán)益保護要求································································································

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

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

2439—1

保護要求和信息管理要求，描述了對應的證實方法。本文件適用于網(wǎng)絡(luò)社區(qū)團購經(jīng)營與交易行為。2

規(guī)范性引用文件文件。GB/T

31524 電子商務平臺運營與技術(shù)規(guī)范GB/T

35273 信息安全技術(shù)——個人信息安全規(guī)范GB/T

35411 電子商務平臺產(chǎn)品信息展示要求GB/T

36310 電子商務模式規(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)團購 online

一體化商業(yè)模式。3.2網(wǎng)絡(luò)社區(qū)團購平臺經(jīng)營者 operator

online

community

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

入駐網(wǎng)絡(luò)社區(qū)團購平臺并實際向消費者銷售商品或提供服務的主體。3.4網(wǎng)絡(luò)社區(qū)團購線下提貨點 online

point場所。3.5網(wǎng)絡(luò)社區(qū)團購團長 online

務的各類民事主體。DB43/T

2439—3.6中心倉

positions合服務的物流樞紐中心。3.7網(wǎng)格倉 grid

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

商業(yè)模式分類4.1 購經(jīng)營活動。4.2 平臺自營模式的網(wǎng)絡(luò)社區(qū)團購，是平臺經(jīng)營者直接面向終端消費者銷售商品的經(jīng)營活動。4.3 非自營模式的網(wǎng)絡(luò)社區(qū)團購，是平臺商家對外銷售商品的經(jīng)營活動。5

基本要求5.1

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

平臺經(jīng)營者以自營模式開展網(wǎng)絡(luò)社區(qū)團購，應依法辦理市場主體登記。交易活動需要取得相關(guān)行行備案。5.3

GB/T

36310—2018

的規(guī)定，應依法取條“豁免等級”情形的商家除外。5.4 平臺經(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不同類目的商家實施資質(zhì)準入。5.5

平臺經(jīng)營者在與商家簽訂協(xié)議前，應對其經(jīng)營資質(zhì)、經(jīng)營場所、生產(chǎn)環(huán)境、商品質(zhì)量等進行全面考察與審核。5.6 貨點宜為已經(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)助平臺進行線下履約及售后服務的能力。5.8

中心倉應建立流程控制體系和相關(guān)管理制度，具備大批量儲存、分揀和發(fā)貨的能力，并擁有靈活的應急響應機制。5.9

網(wǎng)格倉應具有與其貯存的食品品種、數(shù)量相適應的貯存場所，保持場所環(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 平臺信息發(fā)布6.1.1 平臺在經(jīng)營活動中，應按照誠實信用的原則對商品及服務進行規(guī)范、準確、清楚地描述并符合GB/T

的規(guī)定。6.1.2 平臺信息展示可使用文字、表格、圖片、語音、視頻、影像、電子鏈接標識等多種方式。6.1.3 許可等信息，并及時更新。6.1.4 臨期商品應在促銷頁及詳情頁主頁面顯著位置標注。6.1.5 平臺應完整保留消費者對商品的評論，不應惡意刪除或控評。6.2 商品定價6.2.1 對于自營商品，平臺經(jīng)營者應規(guī)范使用自主定價權(quán)，合理定價。對于同款商品，平臺不應利用技術(shù)優(yōu)勢和算法模型對消費者進行差別定價。6.2.2 對于非自營商品，平臺經(jīng)營者應充分尊重商家的自主定價權(quán)，不應以平臺活動、流量限制或其他技術(shù)手段影響商家定價。6.2.3 平臺經(jīng)營者和商家應根據(jù)市場情況和自身運營成本合理制定商品價格，不應通過低價傾銷、價格串通、哄抬價格、價格欺詐等方式濫用自主定價權(quán)。6.2.4 網(wǎng)絡(luò)社區(qū)團購促銷商品定價應真實、有據(jù)，不應虛構(gòu)原價、市場參考價或劃線價作為活動價基準。6.2.5當遇到公共應急事件，平臺經(jīng)營者應采取積極措施維持平臺內(nèi)經(jīng)營的民生商品價格穩(wěn)定，對商家價格串通、哄抬價格、價格欺詐等行為予以管控。6.3 經(jīng)營競爭與反壟斷6.3.1 平臺經(jīng)營者應守法經(jīng)營、公平競爭，不應濫用市場優(yōu)勢或資本優(yōu)勢以低于成本的價格實施低價法利益。6.3.2 平臺經(jīng)營者對商家的經(jīng)營行為負有監(jiān)督責任，發(fā)現(xiàn)商家虛假促銷、虛構(gòu)原價、虛構(gòu)交易、實施及違法違規(guī)行為的，平臺經(jīng)營者應積極配合有關(guān)部門進行調(diào)查取證。6.3.3 平臺經(jīng)營者應在消費者確認收貨完成交易之后（不適用

7

天無理由退貨的商品）3

個工作日內(nèi)或無理由退貨期滿

3

個工作日內(nèi)及時與商家結(jié)算貨款和傭金，不應利用市場優(yōu)勢地位占用商家資金。6.3.4 平臺經(jīng)營者不應利用數(shù)據(jù)、算法、平臺規(guī)定或其他實質(zhì)上的協(xié)同行為實施壟斷。6.3.5 及掠奪性定價等濫用市場支配地位，排除、限制競爭的行為。6.4 宣傳與促銷6.4.1 平臺經(jīng)營者應規(guī)范網(wǎng)絡(luò)社區(qū)團購平臺促銷活動及相關(guān)宣傳，在網(wǎng)頁顯著位置以顯著方式公示促銷活動信息。6.4.2 平臺經(jīng)營者應規(guī)范發(fā)布并管理宣傳與促銷信息，制定平臺促銷信息及商品詳情頁描述信息發(fā)布DB43/T

2439—規(guī)則，對商家發(fā)布的宣傳與促銷信息進行審核。6.4.3 對促銷活動方案、可以查驗的促銷統(tǒng)計數(shù)據(jù)應進行留存管理。6.5票據(jù)提供6.5.1 自營模式的經(jīng)營活動，平臺經(jīng)營者應根據(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單據(jù)。非自營模式的經(jīng)營活動，平臺經(jīng)營者應督促商家及時向消費者提供發(fā)票。6.5.2 平臺經(jīng)營者應為消費者開具發(fā)票提供便利。消費者索要發(fā)票等購貨憑證的，發(fā)票提供方應如實出具，不應拒絕或者附加條件。7

商品質(zhì)量要求7.1 食品安全管理7.1.1 平臺經(jīng)營者應依法健全完善食品安全管理制度。平臺經(jīng)營者宜設(shè)置專門機構(gòu)或人員負責食品安系。7.1.2 平臺經(jīng)營者應對網(wǎng)絡(luò)社區(qū)團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，進行核驗、登記，建立登記檔案，并至少每三個月核驗更新一次。7.1.3 加強食品安全風險識別和處置。7.1.4 平臺經(jīng)營者應制定中心倉、網(wǎng)格倉、提貨點的管理制度與作業(yè)規(guī)范，以確保食品安全。應自行問題，督促各方積極整改。7.1.5 平臺經(jīng)營者應加強食品安全知識宣傳與培訓，定期組織中心倉、網(wǎng)格倉、提貨點等各環(huán)節(jié)人員進行食品安全法律法規(guī)、操作規(guī)范等方面的培訓、考核，并保留相關(guān)記錄。7.1.6 平臺經(jīng)營者應建立完善的投訴機制，及時處理消費者的食品安全咨詢、投訴。7.1.7 平臺經(jīng)營者應嚴格按照承諾實現(xiàn)商品履約，確保商品在約定提貨時間之前抵達團點儲存，以保障食品安全和履約時效。7.2 質(zhì)量安全與品質(zhì)管理7.2.1 平臺經(jīng)營者應建立并執(zhí)行進貨檢查驗收制度，驗明平臺上架商品的合格證明和其他標識。7.2.2 網(wǎng)絡(luò)社區(qū)團購商家不應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)營品或服務的，平臺經(jīng)營者應采取必要措施予以制止和懲戒。7.2.3

HACCP、ISO

等體系認證及在產(chǎn)品包裝標示質(zhì)量認證、評優(yōu)的商品，應進行相應證明文件的查驗。8

消費者權(quán)益保護要求8.1 售后服務8.1.1 平臺經(jīng)營者應建立完善的售后服務體系，團長應協(xié)助為消費者提供售后服務。DB43/T

—8.1.2平臺經(jīng)營者應完善平臺七日無理由退貨規(guī)則以及配套的消費者權(quán)益保護制度，在平臺顯著位置公示，并從技術(shù)上保證消費者能夠便利、完整地閱覽和保存。8.1.3 平臺經(jīng)營者宜建立和完善先行賠付制度，為消費者提供便捷、安心的消費體驗。8.2 投訴處理8.2.1

GB/T

31524

制度，履行服務條款。8.2.2 平臺經(jīng)營者應建立

ODR

制度，及時處理消費者投訴，為消費者維權(quán)提供便利。9

信息管理要求9.1 信息安全責任及保密9.1.1 平臺經(jīng)營者應合理適度收集、使用、處理消費者個人信息，不應強制、頻繁、過度索取消費者權(quán)限，非法收集、使用消費者個人信息。9.1.2

GB/T

3