电子商务中的交易保证 提供在线争议解决服务指南

[中文适用范围]： 本文件为在线纠纷解决（ODR）在电子商务交易中的指导提供依据，包括基本原则、技术建议和操作手册，旨在帮助电子商务经营者（包括电商平台经营者）开发其自身的 ODR 服务以及由电子商务经营者委托的 ODR 提供商。 NOTE 本文件特别适用于跨境、低价值电子商务交易中产生的争议。本文件可适用于商品和服务合同产生的争议。 [外文原描述]： This document gives guidance on online dispute resolution (ODR) for e-commerce transactions including basic principles of ODR, technical recommendations and operational manuals to e-commerce operators (including e-commerce platform operators) which aim to develop their own ODR service and ODR providers that are outsourced by e-commerce operators. NOTE This document is particularly useful for disputes arising out of cross-border, low-value e-commerce transactions. This document can apply to disputes arising out of both goods and service contracts.