TS ISO 10008

TS ISO 10008 is a quality management guideline for business-to-consumer electronic commerce transactions. It guides an organization in planning, designing, developing, implementing, maintaining and improving a B2C e-commerce transaction system, with the aim of supporting consumer confidence and satisfaction through an effective transaction framework.

What a B2C e-commerce transaction system covers

The focus of this standard is not just the online sales platform itself, but the whole transaction experience: ordering, information delivery, transaction security, transparency, and the way the organization interacts with consumers. In general technical terms, B2C e-commerce systems combine web interfaces, payment flows, order confirmation, record handling, and customer communication. TS ISO 10008 provides guidance for managing these elements in a consistent way that aligns with consumer expectations.

Guidance nature and boundaries

• Applicable to any organization engaged in, or planning to be engaged in, B2C electronic commerce, regardless of size, type or activity.
• Not intended to form part of a consumer contract or to change statutory or regulatory rights and obligations.
• Can complement an organization’s quality management system.
• Aims to help establish a fair, effective, efficient, transparent and secure B2C ECT system.

For organizations involved in e-commerce operations, the standard is most useful where customer experience, trust, and process consistency matter. As a guidance document, it emphasizes a well-structured system and continual improvement rather than prescriptive mandatory requirements.