TS 13092

TS 13092 sets out general rules for shopping services delivered on a virtual platform. It addresses the main elements of an online retail operation together: the characteristics of the workplace, the service infrastructure, staff qualifications, the services provided, customer rights, and security. In that sense, it frames not only the storefront seen by the customer, but also the operational structure behind it.

What a virtual shopping service depends on

In general technical and commercial practice, virtual shopping means that the customer places an order without visiting a physical shop, while payment, order handling, and delivery are managed through digital channels. Reliability in this model depends on accurate information, orderly order processing, customer communication, data handling, and consistent after-sales procedures. TS 13092 takes a system view of the service, linking the physical workplace to the digital infrastructure that supports it.

Why customer rights and security matter

In online retail, transparency, accessible information, secure transactions, and clearly defined customer rights are widely regarded as essential. The scope of this standard includes general provisions related to customer-facing services and security arrangements, highlighting that e-commerce is not only a sales channel but also a service environment requiring proper information and protection. In distance selling, orderly processes for order confirmation, delivery, returns, and complaints are a central part of service quality.

• General characteristics of the workplace and service infrastructure
• Basic qualifications expected of personnel
• Organisation of the services provided
• Customer rights and security principles
• General rules for shopping services on a virtual platform