27 May 2025: New guidance to safely and fairly resolve disputes in online commerce and protect consumers when undertaking activities such as booking flights, purchasing goods or shopping online has been published by BSI.
With trillions spent annually online[1], data suggests global chargeback transaction volumes will reach $337m by 2026[2], including those related to demands for refunds, issues with shipping or delivery, or resolution of fraudulent charges. Many are complex, with providers based in one jurisdiction and customers in another.
Published by BSI in its capacity as the UK national standards body, Transaction assurance in E-commerce. Guidance for offering online dispute resolution services (BS ISO 32122:2025) aims to build trust, transparency and fairness in the digital marketplace, including around personal data being kept secure and confidential, storage of records, and speed of response when an issue is raised.
As providers increasingly move to use of artificial intelligence in customer service, the standard specifically highlights the need for human oversight of the relative control given to artificial decision-making strategies. Last year research by BSI found that only 15% of Britons believe AI has enhanced their customer service experience and 41% say it has made it worse.
The guidance, aimed at e-commerce platforms, regulatory bodies, and consumer protection organizations, sets out best practices for online dispute resolution (ODR) platforms, with clear protocols to streamline conflict resolution, reduce friction in digital commerce, and uphold consumer rights. It outlines basic principles to ensure impartial, accessible and accountable service, and includes a process for addressing initial complaints and then escalating these, noting that if parties have not settled their dispute by negotiation within ten calendar days, the mediation stage should immediately commence. It also sets out metrics to assess the effectiveness of dispute resolution.
David Cuckow, Director of Digital, BSI, said: "The digital economy brings huge benefits, enabling us to carry out daily tasks with great efficiency, and giving us access to global commerce at the click of a button. As we become increasingly reliant on e-commerce, it's vital that we build the trust needed in order for society to benefit. The newly published standard provides industry with guidance that’s urgently needed to ensure safe, transparent and fair e-commerce and protect the rights of consumers online.”
You can download the standard here.
[1] E-commerce Market Size & Trends, Grand View Research, accessed May 2024
[2] Chargeback trends and outlook, Payments Cards & Mobile, October 2023
