The Standard for Internet Commerce Version 1.0

Transcript

The Commerce Standard -- 12/14/99
The Standard for Internet Commerce TM
Version 1.0 - 1999
1999-12-14
Customer satisfaction, confidence and trust.
Merchant profitability and innovation.
Copyright  1999 Ziff-Davis, All rights reserved.
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Copyright © 1999 ZD Events Inc. All Rights Reserved. Reprinted with permission
The Standard For Internet Commerce and the Council for Internet Commerce are
trademarks owned or used under license by ZD Events Inc., and may be registered in the United
States and other countries. The Standard for Internet Commerce ("The Commerce Standard") is
an initiative led by Ziff-Davis' Global Information Infrastructure group and involving a broad
alliance of leading global corporations, institutions, and individuals. Permission is hereby granted
for any interested party to reproduce this document in its unmodified, complete form for purposes
of application, re-distribution, or education. The Commerce Standard will continue to evolve after
Release 1.0 and will be updated at least annually to reflect changes in customer expectations,
merchant practices and underlying technology. For current information see:
http://www.gii.com/standard
Copyright  1999 Ziff-Davis, All rights reserved.
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Introduction
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The Standard for Internet Commerce ("The Commerce Standard") is an initiative led by
Ziff-Davis' Global Information Infrastructure (GII) group and involving a broad alliance of leading
global corporations, institutions and individuals. This community of interested experts has been
motivated by the need to increase and solidify customer confidence in Internet Commerce.
Internet commerce has been exploding, yet only 3 percent of the world is online. As we
move further to a networked society, nearly every small business, large business, entrepreneur,
and organization will offer products and services for sale over the Internet. This has implications
for both the merchants and their customers.
Businesses and organizations will be called upon to implement Internet commerce
capabilities quickly, at low cost and, where possible, without "reinventing the wheel" … yet they
may not have easy access to the expertise needed to do so. And, they will be expected to provide
a world-class customer experience to an increasingly sophisticated customer base.
As we move from 3 percent online to 6 percent, 10 percent, and 20 percent, customers
will face an incredible explosion in options and will increasingly have the opportunity to do
business with those they’ve never met, seen or heard of before. Customer concerns about
confidence, satisfaction and trustworthiness will be of paramount importance
While merchants and customers are grappling with these changes, the Internet itself will
continue to evolve making it possible to reach new heights of customer service and satisfaction.
But practices that should be commonplace today (e.g., notifying a customer that the merchant has
received his/her order) are employed far too few Internet merchants. Thus, it is clear that
merchants can do - and must do - better in utilizing the Internet to serve, satisfy and build trust
and confidence in customers. The pay off for doing so is enormous.
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The Future of The Commerce Standard
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The first formal release of The Commerce Standard dated December 14, 1999, will be
freely available for use and distribution throughout the world. The Commerce Standard will
continue to evolve after Version 1.0 and will be updated at least annually to reflect changes in
customer expectations, merchant practices and underlying technology.
An analogy is appropriate. The TCP/IP standard played a crucial role in accelerating the
growth of internetworking. It provided standard and predictable levels of service. The simple term
TCP/IP meant that a comprehensive set of capabilities and practices was implemented which, in
turn, gave confidence and certainty. This led to the tremendous innovation and adoption that has
created today’s global Internet.
In a similar way, The Standard for Internet Commerce will give all stakeholders certainty
that a merchant has adopted a comprehensive set of essential practices that are the foundation
for high-levels of service, privacy and security. For both merchants and customers knowing that
these issues are handled will lead to increased innovation and adoption and accelerated growth.
To participate in this ongoing evolution, please see our web site at:
http://www.gii.com/standard
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The Ziff-Davis GII Role
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The Ziff-Davis GII group was created to serve as a catalyst to facilitate a rapid and successful
transition into the emerging communications age. A number of programs have been developed
towards this end. The Standard for Internet Commerce is one of these programs.
Information about these programs may be found at: http://www.gii.com
Other GII programs include:
Copyright  1999 Ziff-Davis. All rights reserved.
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The GII Awards
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The GII Awards program is a non-partisan, private-sector initiative sponsored by leading
corporations, organizations, publishers and government agencies. The GII Awards program is
dedicated to helping people reach new levels of prosperity, community and health in the
Communications Age by learning from others whose efforts and accomplishments serve as
models of excellence. The GII Awards is currently the world's leading forum to define, recognize
and promote best practices and new models in the application of Internet technology.
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Nextravaganza
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Nextravaganza is presented by ZD Studios and GII. Nextravaganza represents the third event in
the ZD Studios’ ZD Internet.inc series, an information source for executives looking to harness the
power of the Internet to transform their businesses. ZD Internet.inc resources encompass a series
of conference programs and partnerships with ZD’s major technology media. More information
can be found at www.zdinternetinc.com.
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Participants
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The Commerce Standard has been developed with a community of the world's leading
thinkers and practitioners in the Internet commerce field who have reviewed and provided input to
drafts and ultimately voted on each element of The Commerce Standard. Additionally, the broader
Internet community and general public were invited to comment and vote on drafts of The
Commerce Standard.
The development team would like to acknowledge the contributions of
The Commerce Standard Founders and Advisory Committee Members:
(* denotes Advisory Committee Members)
Dan Abell, Vice President, Information Technology, Fruit of the Loom
Ola Ahlvarsson, CEO, Result Venture Knowledge
Sam Albert, President and CEO, Sam Albert Associates
Pam Alexander *, President, Alexander Ogilvy Public Relations Worldwide
David Alschuler, Vice President, e-Business, Aberdeen Group, Inc.
Stewart Alsop, General Partner, New Enterprise Associates
Pierre Alzon , CEO, Degriftour
Yosi Amram , CEO, ValiCert
Kent Anderson, president, macys.com
Michael Anthony, President, CEO, Chairman of the Board, Brookstone
Shellye Archambeau, Senior VP of E-Commerce, Blockbuster Inc.
Tom Arnold, Chief Technical Officer, CyberSource
Azeem Azhar, Internet Strategist
Mike Azzara, Principal, Azzara.com
Gert Birnbacher, Chairman, Danish E-commerce Association
Tim Bajarin, President, Creative Strategies, Inc
Murali Balasubramanian, Director Of Technology Initiatives, Prudential Securities, Inc.
Marc Barach, SVP, Consumer Marketing, InsWeb Corporation
Christopher Barr, VP and Editor-at-large, CNET
Cathryn Baskin, Editorial Director, PC World
Andrew Beebe, CEO, Bigstep.com
Keith Benjamin, Managing Director, Robertson Stephens
Jesse Berst, Editorial Director, ZDNet AnchorDesk
Hemant Bhargava, Visiting Professor, Carnegie Mellon University
Manish Bhatia, VP, Interactive Services, Nielsen Media Research
Roger Black, Chairman, Interactive Bureau
Ron Bloom, CEO, Think New Ideas
Eric Bochner, Vice President, Corporate Development, Infoseek Corporation
Wally Bock, Bock Information Group, Inc.
Melissa Bomes, Dir., Business Development, eStyle, Inc. (babystyle.com)
Michael Borrus, Managing Director, Petkevich & Partners, LLC
Julie Bort, Senior Editor, Network World
Nanne H.C. Bos, International Development, Atos Multimedia
Dennis Bowman, Senior VP & CIO, Circuit City Stores, Inc.
James Breyer, Managing Partner, Accel Partners
Rex Briggs, Executive Vice President, Millward Brown Interactive
Arwyn Bryant, VP Product Marketing and Bus Ops, Talk City Inc.
Brett Bullington, Executive Vice President, Excite@home
Bill Burnham, Senior Research Analyst, Credit Suisse First Boston
Jean-Michel Bécar, Project Manager, E.T.S.I.
Giacomo Cirio, Director E- business Development, ITALIA ONLINE
Steven Carpenter, Co-Founder; Vice President, Partnerships, iCanBuy.com, Inc.
Rodolfo Carpintier, President, CommerceNet
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D.M. Caruso, Principal, Technology & Media Group
Michael Chaney, Executive Vice President-Digital Marketing, US Interactive
Jamie Cheng, Director of Operations, 911gifts.com
Martin Chilcott, Chairman, Clarity
Lorraine Cichowski, Sr. VP & Publisher, USATODAY.com
Jeffrey Citron, CEO, Datek Online Holdings Corp.
Kevin S. Clark, Vice President, eBusiness Services, Giga Information Group
Andrew Cohen, Sr. VP & CTO, americangreetings.com
Tim Cole, Co-Founder & CEO, SSEYO
James J. Condon, President and Chief Operating Officer, CyberCash, Inc.
David Coursey, Editor/Publisher, coursey.com, inc.
David Crampton, President / COO, PC Flowers & Gifts
Ronald Croen, President and CEO, Nuance Communications
David D'Elia SVP, Travel Operations, Preview Travel
Linda Dalton, Global Director, LEGO MINDSTORMS
James Daly, Editor In Chief, Business 2.0
Janet Daly. VP Marketing, NetZero Inc.
Jeff DeCoux, President/CEO, eCustomers.com
Mark Delfino, VP of Ops & IM Management, AltaVista
Rina Delmonico, SVP and CIO, Schwinn, Cycling and Fitness/GT Bicycles
Ron Dennis, COO and VP of Product Marketing, LiveMind, Inc.
Lisa Dossenback, SVP/CIO, Cendant (Netmarket Group Inc.)
Michael Dubelko, CEO, DVD EXPRESS
Graham Duffy, EVP Business Development, Canoe Limited Partnership
Jad Dunning, Group Manager, Microsoft
James Eckl, VP E-commerce, Kmart Corporation
Natalie Egleston, Vice President - Business Development, MediaOne Ventures
David Erickson, Founder/Board Member, Eliance Corp
Ali Ersheid, Director, Product Management, CyberCash, Inc.
David Evans, Head of Business Development, BOL (United Kingdom)
Nancy Evans, Co-Chairperson and Editor-in-Chief, iVillage.com
Steve Fabes, Development Director, Mondex International
Dan Farber *, VP, Editor in Chief, ZDNet
Andrew Farver, Director of Marketing, Bulldog Research.com
Chris Fehrnstrom, Sr. VP Marketing, VirtualVineyard.com
Alexander Felsenberg, DMMV, Deutscher Multimedia Verband
Josh Felser, President, Spinner.com
Marc Fireman, Interactive Marketing Manager, Reebok International Ltd
Susan Fischer, Manager, E-Commerce Marketing, CDW
Don Fosen, Vice President, Chief Information Officer, Art.com
Agnes Beathe Steen Fosse, Director, eforum.no
Tim Frank Andersen, CEO, Framtidsfabriken Networkers
Eric Freidenrich, Director of Ecommerce, Shockwave.com - A Division of Macromedia
Kenny Frerichs, President and CEO, Network Alchemy, Inc.
Adrian Friend, European Director, TRUSTe
Michael Froomkin, Professor of Law, University of Miami
Robert Fullarton, Director Customer Business Development, Procter & Gamble
Mary Furlong, Founder & Chairman, ThirdAge Media
Jay Gallinatti, Senior Vice President, Sales & Client Services, GoTo.com
Arthur Geoffrion, Professor of Management, Anderson School of Management
Alan H. Gerson, President, Interactive Marketing, Inc.
Rishab Ghosh, International & Managing Editor, First Monday
Nicole Giaudrone, Principal, G & G Marketing.Public Relations
Bruno Giussani, Head, Online Communications, World Economic Forum
Steve Glenn, President/CEO, PeopleLink, Inc.
Matthew Glickman, CEO, BabyCenter, Inc.
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B.D. Goel, Sr. Vice President & GM, Commerce, Infoseek Corporation
David Goldberg, Chairman and Chief Executive Officer, Launch Media, Inc.
Mark Goldstein, Inktomi corporation
Lillian Goleniewski, President, The LIDO Organization, Inc
Jon Goodman, Executive Director, EC2@USC
Kanth Gopalpur, Manager of Online Operations, Powell's Books
Richard Graveley, President & CEO, Art-Ex.com, Inc.
Martin Greenberger, Professor, UCLA
Joze Gricar, Professor, University of Maribor
Martin von Haller Groenbaek, Co-founder, Araneum A/S
Robert Grosshandler, Founder/President & CEO, iGive.com, inc.
Abdallah Hitti, CEO, KLELine
Juergen Habichler, International Projects, ICON
Gary Hailey, Of Counsel, Venable, Baetjer, Howard & Civiletti
James Hake, Founder, The Standard for Internet Commerce
Chuck Haley, President, Flower Stop
Steve Hamlin, Vice-President, iQVC
Russell Hanly, General Manager, iafrica.com
Jeneane Harter, President & CEO, GlobalVue
John Hawkins, Chairman & CEO, ADVISOR MEDIA, Inc.
Donald Heath, President/CEO, Internet Society
Mike Hernon, President, Highway 1
Joost Hesselt van Dinter, Business Development Director, ACE Insurance S.A.-N.V.
Georg Heusgen, buecher.de
Rainer Hillebrand, Deputy Member of the Executive Board, OTTO Versand
John Hnanicek, CIO, eToys, Inc.
Raymond Hood, President & CEO, EXE Technologies, Inc.
Martijn Hoogeveen, CEO, TakeitNow.com, Open University Netherlands
John Hosken, Merck KGaA
Didier Hueber, Executive Director, Electronic Commerce Europe
John Hunt, Obongo
Judith Hurwitz, President and CEO, Hurwitz Group, Inc.
Matt Hyde, VP Online Sales, REI
Jim Isaak, Internet/Standards consultant
Katherine James Schuitemaker, EVP, Marketing & Sales, GreaterGood.com
David Johnson, Partner, ESD Business Development, CGI Group Inc.
Fred Johnson, CIO, FTD.COM
Gregory K Jones, President and CEO, uBid
Wijnand Jongen, Director, Macropolis bv
Johan Jorgensen, VP, Municell
Evers José, Head of Interactive Marketing, Heineken NV
Colum Joyce, DHL Electronic Commerce Strategy Manager, DHL
Jan Kala, Chairman, Expandia Banka
Steven Katinsky, CEO, Media & Transactions, Inc.
Eli Katz, President & COO, FRAGRANCE COUNTER.COM
Steven Katz, President & CEO, Woodside Labs
Alan S. Kay, Principal, BTJ
Vernon Keenan, Internet Analyst, Keenan Vision Inc.
Don Kendall, CEO, More.Com
Alex Knight, Managing Director, ARCH Venture Partners
Ron Kobler, Editor-In-Chief, Smart Computing
Steven Krein, CEO, Webstakes.com
Todd Krizelman, co-Chief Executive Officer, theglobe.com
Georg Kuehnberger, PHILIPS
Scott Kurnit, Chairman/CEO, About.com, Inc.
Polly LaBarre, Senior Editor, Fast Company
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Richard Lamb, Drs. Ing., E-commerce.nl / New Media Consultancy Group
Eugenio la Mesa, CEO, Publisoft
Robert Landau, President, The Landau Group
Kelly Larabee, Supervisor, Alexander Ogilvy
Chris Larsen, President, E-Loan, Inc.
Brenda Laurel, Research & Design, Consultant
Virginia Lawrence, President, CogniText
Bertrand Le Ficher, Managing Director, Boxman France
James Lee, Vice President, Interactive Marketing, CD Warehouse, Inc.
Norman Lehoullier, Managing Director, Grey Interactive
Raymond K Lemire, President, Flying Noodle
Lawrence Lessig, Professor, Harvard Law School
Gordon Levick, Director of Online Sales, Multiple Zones International
Jeff Levy, President/CEO, eHatchery
David Liddle, President & CEO, Interval Research Corporation
Benoit Lips, CEO, DAD
David Liu, CEO, The Knot Inc.
Steven Locke, Director, Institute of Cybermedicine
Mark Loncar, Producer, Fogdog Sports
Terri Lonier, CEO, Working Solo, Inc.
Eric Lundquist, Editor-in-Chief, PC Week
Leslie Lundquist, Vice President, Research, CommerceNet
Dan Lynch, Owner, Lynch Enterprises
Henrik Löftgaard, CRM-Manager, Agency.com
Marianne Lövdal, Director Norway, Boxman
Yogesh Malhotra, Chairman and CKO, @BRINT L.L.C.
Steve Markowitz, Chairman & CEO, MyPoints.com
David Marshak, Senior VP/Principal Consultant, Patricia Seybold Group
Allan Martinson, CEO, MicroLink
David Mason, President, Northeast Consulting Resources
Davis Masten, Cheskin
Carlyn Maw, Web Designer/Information Architect, Carlyn Maw Designs
Rauch Max, Director, Quelle AG
Gerry McGovern, CEO, Nua
William McKiernan, Chairman & CEO, CyberSource Corp.
Melanie McMullen, General Manager, GII
Wayne McVicker, Co-founder, Neoforma.com
Richard Meislin, Editor in Chief, Times Company Digital
Krishnan Menon, USWeb/CKS
Adrian Merrick, Director, Digital Fusion Ltd
Alessandro Mina, CEO, cameraworld.com
Paul Mol, Cofounder, Shop.nl / Clockwork BV
Matthew Moog, Executive Vice President of Sales & Marketing, coolsavings.com inc.
Matthew Moore, VP/GM of Consumer Internet Web Production Svc., Healtheon Corp.
Lloyd Morrisett, Chairman, Children's Television Workshop, Infonautics
Jonathan Moskin, Partner, Pennie & Edmonds, LLP
Paul Moulton, Senior Vice President - Information Systems, Costco
Elissa Myers, President & CEO, Electronic Retailing Association
Klaus Nadler, Senior Manager Shopping Portal, T-Online
Sheppard Narkier, Vice President- Technology, Sapient Corporation
Alain Nicod, CEO, Le Shop
Jakob Nielsen, Principal, Nielsen Norman Group
Jorgen Nilsen, CEO, Digital Capital
Ragnar Nilsson, Direktor, Karstadt AG
Dan Nordstrom , President and CEO, Nordstrom, Inc.
Don Norman, Founder/President, Nielsen Norman Group/Unext.com
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Michael North, President, North Communications
Michael Novikov, Founder & CEO, ADMIN Ltd.
Coby O'Brien, CEO, Darwin Digital
Laurent Pacalin, VP Business Development, Corio Inc.
Shouvik Pal, ShopMate.co.uk
Robert Palumbo, Vice President of Marketing, Omnet Technology Corp
Stephan Paternot, co-Chief Executive Officer, theglobe.com
Corey Patick, Executive Vice president Corporate Development, Auto-Graphics
Darryl Peck, CEO & President, Cyberian Outpost, Inc.
Robert Perkins, Executive Vice President, Ticketmaster Online - CitySearch, Inc.
Molly Petrick, Web Community and Membership Manager, GII
Jeremy Pocock, NetCommerce Ltd
Dave Politzer, Senior Vice President, FiNet.com
Richard Power, Editorial Director, Computer Security Institute
Rudy Prince, CEO, eFax.com
Danny Quah, Professor of Economics, London School of Economics
Geoff Ralston, VP / GM Communications Group, Yahoo!
Alan Ramadan, President and CEO, Quokka Sports
Håkan Ramsin, CEO, Letsbuyit.com
Ri Regina, Senior Vice President, BuyItOnline, A Division of Stumpworld Systems, Inc.
Mark Resch, Executive Vice President, CommerceNet
Wendy Riches, President, Global Direct Marketing & E-Commerce, Hasbro, Inc.
Dave Rochlin, C.O.O., Reel.com
James Roper, Chief Executive, IMRG
Carl Rosendorf, Senior Vice President, barnesandnoble.com
Steve Rossow, Clearpoint LLC
Dmitry Rudakov, Director, Research & Development, Reksoft Co. Ltd
William Ruprecht, Executive Vice President, Managing Director, Sotheby's
Laura Rush, Managing Editor, internet.com LLC
John A. Ryan, President & CEO, Entrust Technologies
Clay Ryder, VP & Chief Analyst, Zona Research, Inc.
Tony Saulino, V.P. of Operations, Coldwater Creek
James Saviano, Vice President - e-Business Strategy, Computer Science Corporation
Mark Schar, Vice President-Global eVentures, Procter & Gamble
Patricia Schnaidt, InternetWeek
Nathan Schulhof, President, audiohighway.com
Michael Seckler, Co-Founder, VP Strategic Marketing, Employease, Inc.
Kenneth Seiff, CEO, Bluefly.com
Blerim Sela, Director, Mobile d.o.o.
Cliff Sharples, CEO and President, Garden.com, Inc.
Michael Shaw, Professor, Univ. of Illinois at Urbana-Champaign
Nathan Shedroff, Chief Creative Officer, vivid studios
Rohit Shukla, President & CEO, L.A. Regional Technology Alliance
Todd Simon, Vice President/Director, Omahasteaks.com, Inc.
Harry Simpson, President, Internet Financial Services Inc.
Ruud Smeets, General Partner, ICOM, Internet Competence Network N.V.
Roy Smith, VP and CTO, drkoop.com, Inc.
Mike Snyder, Member, bigdeal.com
Christopher Solomon, Business Development Manager, Security First Network Bank
Nicole Sperling, Editorial Associate, Red Herring Communications
Stuart Spiegel, VP & GM of ECommerce Services, Inktomi
Ivo Spigel, Director, Perpetuum / Mobile group
John Spottiswood, President, Match.com
Cathy Stauffer, Vice President Merchandsing, The Good Guys!
Stewart Stearns, Director Technology Enablement, NewSub Services Inc.
BJ Srinath, Additional Director, Ministry of Information Technology, Govt. of India
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Robert Stevens, Chairman, ImproveNet
Bong Suh, VP, Corporate Development, Beyond.com
Mathijs Suidman, E-commerce manager, Bruna
Raj Sundra, President, Metronet Online, Inc.
Balazs Szekfu, Carnation Consulting
Rivka Tadjer, independent journalist
Jeffrey Tauber, Chairman and CEO, Cybershop.com, Inc.
Steven Telleen, Managing Director, ePractices Strategy, Giga Information Group
Alastair Tempest, The Federation of European Direct Marketing, FEDMA
Jay Thomas, VP, Electronic Commerce, Quokka Sports
Mark Thompson, Executive Producer, www.Schwab.com
David Tompkins, Director, Data Standards, BizRate.com
John Travis, General Manager, E-Commerce, Canoe
Laurie Tucker, Senior Vice President, FedEx
Howard Tullman, Chairman and CEO, Tunes.com Inc.
Peter Ulrich, President, INET, a.s.
Arie Van Bellen, Managing Director, Electronic Comerce Platform NL
Marc Van de Woestijne, Industry Marketing Manager, Microsoft
Christiaan van der Valk, International Chamber of Commerce
Monique van Dusseldorp, President & CEO, Van Dusseldorp & Partners
Hal Varian *, Dean, UC Berkeley
Vlastimil Vesely, Center for E-commerce, Institute of Informatics, VUT FAST
Robert Vinet, President, allEC.com, V-Networks, Inc.
Mark Walsh, President and CEO, VerticalNet, Inc.
Gigi Wang, Senior Vice President, International Data Corporation
Nicole Ward Eagan, Senior Vice President of Marketing & Sales, E-Stamp Corporation
Alisa Weiner, E-Commerce Director, Levi Strauss & Co.
Neil Weintraut, Partner, 21st Century Internet Ventures
Kevin Werbach, Managing Editor, EDventure Holdings
Larry Willett, President, California Distribution
Debora Wilson, EVP/GM Online Services, The Weather Channel
Jeffrey Wishnie, CTO, VoX
Wendy Wong, Partner, eccelerate.com, a company of D&B
Stefano Zanini, VP e-business solutions Europe, Middle East, Africa IBM
Editors:
James Hake, Founder, GII
Melanie McMullen, General Manager, GII
Molly Petrick, Web Community and Membership Manager, GII
Contributing Editors:
Jim Isaak, Internet Standards Consultant
Alan S. Kay, Principal BTJ
Yogesh Malhotra, Chairman and CKO @BRINT LLC
Dave Mason, President Northeast Consulting Resources
Lori Piquet, Journalist
Rivka Tadjer, Journalist Barron's, WSJ Interactive
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CONTENTS
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OVERVIEW
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1.1
Scope
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1.2
Purpose
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1.3
Uses of The Commerce Standard
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1.4
Conformance
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NORMATIVE REFERENCES
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DEFINITIONS, TERMINOLOGY AND CONCEPTS
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3.1
Definitions
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3.2
Terminology
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3.3
Acronyms
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RECOMMENDATIONS AND REQUIREMENTS
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4.1
A Ubiquitous Information Center
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4.2
Disclosures
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4.3
Product/Service Availability
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4.4
Privacy & Security
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4.5
Confirmations and Notifications
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4.6
Help and Customer Support
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4.7
Additional Merchant Practices
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ANNEX A - RELEVANT REFERENCES
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The Internet Commerce Standard
Version 1.0-1999
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1 Overview
1.1
Scope
This standard is a codification of best practices in Internet commerce developed by a community
of world-leading thinkers and practitioners; it specifies the merchant practices and policies that lead to
high levels of customer satisfaction, service, security and privacy.
This standard is intended to be used in the context of traditional business practices and applicable
legal considerations. These vary from country to country and jurisdiction to jurisdiction. Since the Internet
is global in reach, it is important for merchants to be aware of these considerations. Merchants should limit
their operations to those jurisdictions where they are operating consistent with such requirements. Legal
considerations within a jurisdiction may impose requirements that differ from this standard. While we have
sought to avoid any conflicts with these, that cannot be assured. Merchants must give precedence to legal
and traditional business practices within applicable jurisdictions over the guidance of this standard.
1.2
Purpose
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The Standard for Internet Commerce meets five primary needs. Together these five needs make
it crucial that The Commerce Standard is developed and implemented at this time.
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The Standard for Internet Commerce is needed:
• to increase consumer satisfaction and confidence in doing business on the Internet.
• by merchants and customers as a way to establish merchant credibility and trustworthiness.
• to help merchants provide a world-class customer experience, innovate rapidly and lower their
costs.
• to support and enhance self-regulation of Internet commerce.
• to help merchants and customers deal with a proliferation of guidelines and symbols.
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1.3 Uses of The Commerce Standard
Anticipated uses of The Commerce Standard include:
•
•
•
Use by current and potential "merchants" (corporations, government entities and non-profit
organizations) as a guideline and specification for their Internet commerce initiatives. And,
they may promote the fact they conform to The Standard for Internet Commerce to their
customers, boards of directors or other stakeholders.
Use by IT vendors as customer information tools; e.g., vendors should offer this standard to
current and potential customers as a guideline and planning tool and to accelerate successful
customer implementations.
Use by consultants, web development companies and system integrators in their client
engagements as an element of planning and web development. Application of this standard
will provide a foundation they can build and innovate upon. Use by consumers and customers
as a sign that the company they are doing business with meets a high standard of privacy,
security and service and will provide an exceptionally satisfying experience
1
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1.4
Conformance
A merchant may claim their Internet Commerce site "conforms to The Standard for Internet
Commerce (Version 1.0 - 1999)" if they implement all applicable "minimal acceptable standards" of this
standard, and take into consideration all of the "best practice" recommendations of this standard in their
design and implementation. This conformance may be indicated on a web site (typically on the 'home
page' or 'Information center' page) with the following HTML notation:
</a href=" http://www.gii.com/standard"> This site conforms to The Internet Standard ™ Version 1.0 -1999
</a>
2
1
2 NORMATIVE REFERENCES
2
3
4
Implementers of Internet commerce sites are expected to have the following documents available and use
them as applicable in the design, implementation and ongoing maintenance of the site. Also see Annex A
for a number of documents and web sites with additional relevant information.
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6
7
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9
CSS, Style Sheet Recommendations of the Web Consortium
Cascading style sheets provide a vendor independent mechanism for controlling the look of a web
site. Separation of the presentation from the content simplifies site maintenance. This can also be
essential to provide access for disabled persons, and accommodation of emerging Internet
appliances. (www.w3.org)
10
Electronic Commerce Modeling Language: (www.ecml.org)
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12
13
HTML Recommendations of the Web Consortium:
For vendor independence and delivery of content to most existing browsers and many legacy
environments a specific version of HTML should be selected. (www.w3.org)
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15
16
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Web Accessibility Initiative Recommendations of the Web Consortium
Access for persons with disabilities may be a legal requirement for your site. Most of the
recommendations needed to address this objective improve accessibility and ease of use for
other target customers as well. (www.w3.org/WAI)
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19
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22
Web Page Engineering Recommended Practices of the IEEE
(IEEE Std. 2001-1999 Internet Practices --- Web Page Engineering)
This IEEE standard provides guidelines for site design and management that facilitate customer
ease of use, international operations, reduced maintenance costs, and reduced legal liabilities.
(www.computer.org/standard/Internet)
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25
26
XML Recommendations of the Web Consortium
XML is the foundation for the evolution of Commerce sites. Design building on this capability, and
the related recommendations of the Web Consortium, will facilitate integration into a more
automated commerce environment in the future. (www.w3.org)
3
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28
3 Definitions, terminology and Concepts
3.1
Definitions
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3.1.1 Electronic commerce:
Any form of business or administrative transaction or information exchange that is executed using
any information and communications technology
(From the Ecentre in the UK)
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34
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3.1.2 Internet commerce:
Any form of Electronic Commerce that is executed using the Internet, including the World Wide
Web.
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3.2
Terminology
This subclause describes terms used in a specific manner in this standard. The descriptions are
not intended as definitions, but rather as explanations of the special usage.
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40
41
42
3.2.1 Information Center
A page of administrative and background information available from all pages of an Internet
Commerce site. This page should also point to applicable entry points for interested parties as
well as an appropriate URL for the legal entity that is making the business offer(s) of the site.
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44
45
46
3.2.2 Merchant
The merchant addressed by this standard is any organization or legal entity offering to do
business by means of Internet Commerce. Some of the recommendations of this standard will
apply to merchants offering products. Other recommendations are applicable for all merchants.
47
3.3
Acronyms
DNS
Domain Name Service
ECML
Electronic Commerce Modeling Language
HTML
HyperText Markup Language
IEEE
Institute of Electrical and Electronics Engineers
(Internet Best Practice standards)
IETF
Internet Engineering Task Force
(TCP/IP, email and related standards)
IP
Internet Protocol (IETF)
IPR
Intellectual Property Rights
ISO
International Organization for Standardization
RDF
Resource Description Framework (W3C)
TCP
Transport Control Protocol (IETF)
URL
Universal Resource Locator (aka: Web Page Address)
UTC
Coordinated Universal Time
W3C
World Wide Web Consortium
(HTML, XML, WAI and related standards.)
XML
Extensible Markup Language (W3C)
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2
3
4
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4 Recommendations and Requirements
A few important notes:
! Voters chose whether a merchant practice or policy was a “Minimum Acceptable Standard”
or was a “Best Practice.”
! Practices and policies that voters established as a “Minimum Acceptable Standard” created
the foundation for The Standard for Internet Commerce. These are practices that ALL
merchants—regardless of size and funding—should meet or exceed.
! Practices and policies that voters established as “Best Practices” are included as an
addendum to The Standard for Internet Commerce as recommended practices and policies.
When voters chose something as a “Minimum Acceptable Standard” they were:
! Willing to commit to adopt the practice or policy within their own company or organization.
! Agreeing that if a merchant could not at least meet the minimum acceptable practices, they
should not be doing e-commerce.
! Willing to promote these practices to the companies they partner with and invest in.
The gray background areas reflect notes or rationale as opposed to required or recommended
action.
4.1
A Ubiquitous Information Center
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22
The creation of an Information Center that can be accessed by customers no matter where they
are on a Website, and that predictably provides information that nearly all customers want, is a
simple, yet very powerful idea. This section deals with the concept of the Information Center.
23
24
4.1.1 Information Center
Merchants shall create an Information Center and provide a link to it from every page of their site.
25
This is a minimum acceptable standard
26
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4.1.2 Name of the Information Center
The merchant shall use the word “information” in naming the merchant’s Information Center (i.e.,
the link included on every page of the merchant’s site will include the word “information”).
29
30
31
A common and recognizable name that is used by every site is critical to ensuring that
customers can find this information easily and predictably.
32
4.2
Disclosures
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4.2.1 Provision of Information about Merchant
As a minimum acceptable standard, the merchant shall provide customers with the following
information about the merchant in the merchant’s Information Center:
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37
38
39
Legal name and ownership,
Physical address of a primary office,
How to contact the merchant (e.g., phone number or e-mail address), and
Relevant professional licenses, if any.
5
40
41
42
43
4.2.2 Disclosure of Information Integrity
In the merchant’s Information Center, the merchant shall notify customers of its policy on
accepting payments or other consideration from third parties for placement of any content related
to the third parties’ products/services that is not clearly identifiable as advertising.
44
45
46
47
Disclosure of the merchant’s policy will build customer trust and loyalty. Failure to disclose
information placed because of relationships with advertisers or sponsors may permanently
damage a merchant’s relationship with a customer.
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49
50
51
4.2.3 Access to Information about Charges
Before the customer is required to confirm a final binding order, the merchant shall provide the
customer with access to a clear statement of ALL charges that will be included in the customer’s
bill including product/service cost, shipping and handling charges and taxes.
52
53
54
Providing information as early in the purchase process as possible about the total charges
customers will need to pay reduces customer frustration.
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4.2.4 Provision of Warranty Information
For each item offered for sale, the merchant shall in its Information Center provide the customer
with complete warranty information. This shall include: the length of the warranty, what aspects of
the item's construction or performance are covered, what aspects of the item's construction or
performance are not covered, who will honor and administer the warranty, and how warranty
remedies are activated.
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65
As the warranty is a part of the purchase and may often be—in case of high-value goods
and items—a key decision criteria for the purchase, such information should be provided as a part
of the product or service information. It may be as simple as a clickable hyperlink or icon in the
product or service information section that leads to warranty information and related details.
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4.2.5 Provision of Product and Service Support Information
For each product/service offered for sale, the merchant shall provide in its Information Center
information about what, if any, post-sale support or service is available. This shall include: a
description of the support or categories of support that is provided or offered, including how the
customer can get support, the length of the product support period, who provides the support, and
the cost of the product support.
72
This is a minimum acceptable standard.
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75
76
The availability of product support can be an important component of the product and/or
service being purchased and is as relevant as a product’s physical or technical specifications. In
cases where product support is not relevant—for example, in the purchase of books, no merchant
action is required.
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4.2.6 Applicable Law and Jurisdiction
In the merchant’s Information Center, the merchant shall notify the customer which country’s laws
that the merchant believes apply to the customer’s transaction.
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81
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84
Applicable law and jurisdiction is a very complicated issue. We are not attempting to
resolve it. We are suggesting that it would serve the merchant and the customer to state which
country’s laws the merchant believes apply, as it would reduce uncertainty for the customer, and it
would reduce the potential for dispute in the event of a problem.
6
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4.2.7 Disclosure of Payment Options
In the merchant’s Information Center, the merchant shall describe the customer’s payment
alternatives:
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4.2.8 Access to Cancellation, Return, and Refund Policy
Merchants shall provide customers with access to the merchant’s cancellation/return and refund
policy in the merchant’s Information Center. This policy shall include: The period in which the
order can be cancelled and/or product can be returned; any conditions associated with the
merchant’s acceptance of a return; order cancellation and/or restocking fees; who pays for return
shipping; when the merchant will refund the customer’s money.
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96
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98
4.2.9 Disclosure of Merchant’s Credit Card Charging Policy
In the merchant’s Information Center, the merchant shall notify customers of its credit card
charging policy.
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4.3
Product/Service Availability
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102
103
104
4.3.1 Notification of Restrictions on Customers
As a minimum acceptable standard, the merchant shall notify customers of any restrictions (for
example, restrictions based on location or age) regarding who or where the merchant will sell or
ship to in the merchant’s Information.
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106
107
108
109
This is a key issue for enabling global Internet commerce and reducing customer
frustration. For example, people in Europe who are buying from a merchant based in the United
States find it extremely frustrating to go through a shopping process—especially if they have filled
out online forms—and then discover that the merchant will not sell or ship to customers outside
the United States.
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111
112
113
4.3.2 Estimated Product Availability
Before the customer is required to submit a binding order, the merchant shall provide estimated
availability from inventory of each item offered for sale (defined as estimated time to product
shipment or order execution):
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115
116
117
118
119
This procedure helps set customer expectations and avoid potential frustration or
disappointment. It is especially important for items whose value is time-sensitive, as perceived by
the customer. Estimated availability may be a date range as well as a specific number of days.
Also, this does not specify the accuracy of the availability of the information provided, although it is
clearly in the merchant’s best interest to make the information highly accurate.
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121
4.3.3 Notification of Back Order
The merchant shall notify the customer of back-ordered items within two business days:
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123
124
By increasing communication between the merchant and the customer, this practice will
reduce customer frustration.
7
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4.3.4 Information on Ability to Purchase Products Electronically
Items that are promoted on a Website but that cannot be ordered directly at the site shall be
identified with a consistent page treatment, logo, color scheme, or other distinctive treatment that
will inform the customer.
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This practice will help reduce customer frustration and speed up the ordering process.
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132
133
4.3.5 Back-in-stock Notification
Any customer placing an order for an item that is not in stock at the time of the order should be
notified by the merchant when the item becomes available.
134
This is a best practice.
135
4.4
Privacy & Security
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138
4.4.1 Disclosure of Merchant’s Privacy Policy
As a minimum acceptable standard, the merchant shall provide at least the following
information on their privacy policies
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144
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146
•
•
•
•
•
What customer information is gathered by the merchant and where it is gathered.
The purposes the merchant uses the customer data for.
Whether the merchant provides customer data to third parties and under what circumstances.
Whether the receipt of customer data is an integrated part of the merchant’s business model
such as in the case of a targeted marketing service such as couponing, an incentive program,
or targeted e-mail service.
Whether customers have the opportunity to limit the use of their personal information (Opt
in/Opt out) and how they can do so.
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This corresponds with the “standard” privacy policy information as defined by groups
such as TRUSTe.
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152
153
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155
4.4.2 Access to Merchant’s Privacy Policy
As a minimum acceptable standard, the merchant shall provide access to its privacy policy via a
“Privacy” link
• On the merchant’s home page and
• On the merchant’s Information Center
Easy access to privacy policy provides better disclosure and helps build customer trust
and confidence.
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159
4.4.3 Customer Choice: Use of Personal Data by the Merchant
Merchants shall provide the customer with the ability to choose that the customer’s personal
information will not be used by the merchant to send the customer unsolicited materials and the
choice will be provided at least at the time the customer’s data is initially gathered.
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Providing the customer control over receipt of unsolicited materials can strengthen the
relationship between merchant and customer. When it is the customer’s choice to receive
materials, readership increases, and customers have a more positive perception of the merchant.
Requiring that merchants allow customers to change their choice may place a burden on the
merchant, even though such a practice is desirable.
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4.4.4 Customer Choice: Use of Personal Data by Third Parties
Merchants shall provide the customer with the ability to choose that the customer’s personal
information will not be provided by the merchant to third parties and the choice will be provided at
least at the time the customer’s data is initially gathered.
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Providing the customer control over the sale or use of their personal data can strengthen
the relationship between customer and merchant. Merchants will always be required to comply
with relevant laws that may be more restrictive than the policies specified by The Standard for
Internet Commerce.
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4.4.5 Disclosure of Third-Party Privacy and Security Policies
In the merchant’s Information Center and Privacy Policy description, the merchant shall provide
links to the privacy and security policies of their relevant third parties (e.g., shopping cart and
payment gateway services) when those third parties have privacy and security policies that are
different from the merchant’s.
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4.4.6 Security of Data Transmission
As a minimum acceptable standard, merchants shall provide encryption of the transmission of the
entire purchasing session and all data provided by the customer.
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4.4.7 Security of Data Storage
Merchants shall provide encryption of personal information about the customer that the merchant
has stored.
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4.4.8 Information about Security Practices
In the merchant’s Information Center, the merchant shall provide customers with information
regarding its security practices including what interactions and data the merchant secures.
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4.5
Confirmations and Notifications
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4.5.1 Confirmation of Order Receipt
As a minimum acceptable standard, a merchant shall provide confirmation via e-mail that the
merchant has received the customer’s order within of one business day of the customer’s
placement of the order.
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200
4.5.2 Information included in Order Confirmation
As a minimum acceptable standard, the merchant shall include the following information in their
Order Confirmation or provide clear information on how to get this information (e.g., the merchant
may provide a link to a place where the customer can find the expected shipping date):
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•
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204
The following may be included, but are not part of the minimum acceptable standard:
Items ordered, where the order is being shipped and how the order is being shipped, expected
shipping date, what to do if there are questions/problems.
Total charges.
9
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207
4.5.3 Notification of Order Shipment or Execution
Merchants should notify the customer via e-mail that the customer’s order has been shipped or
executed within one business day of the shipment or execution.
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209
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211
This serves the customer by providing more visibility into the status of the order and helps
avoid the black-hole syndrome, where the customer has no idea what is happening with his/her
order. It also serves the merchant by reducing customer inquiries and complaints.
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4.5.4 Information Provided when Notifying Customer of Order Shipment
The merchant shall include the following information in their notification of order shipment or
execution or provide clear information on how to get this information (e.g., the merchant may
provide a link to a place where the customer can find the expected shipping date):
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•
•
•
•
•
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4.5.5 Customer Ability to Track Shipment
The merchant should provide tracking information to enable the customer to track the status of
the customer’s shipment if the customer has chosen a shipper that provides tracking information.
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229
This is especially helpful to customers who are waiting for time-sensitive shipments or
who are tracking gifts. It aids the merchant by setting customer expectations and reducing calls,
questions, and complaints. Most major overnight or guaranteed delivery shipment companies
(such as UPS and Federal Express) offer easy, online ordering tracking.
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4.5.6 Notification of Receipt of Shipment
The merchant should notify the purchasing customer that the customer’s shipment was received
and who received it, if the customer has chosen a shipper that provides such information (this
applies to shipments to the customer as well as to a third party, as in the case of a gift).
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239
This is an important element of enhanced customer service, as the person who places
the order is often not the person who receives the shipment. Someone else could receive the
shipment in the building (such as a doorman or a receiving department), or the product could be
sent to the recipient as a gift. Thus, notification of receipt helps the customer avoid a misplaced
order and be certain that their gift was received.
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242
4.5.7 Notification of Partial Shipments
In cases where the merchant ships a partial order, the merchant should notify the customer via email that the remainder of the order will be shipped separately at a later date.
243
Items ordered,
Total charges,
Where the order is being shipped and how the order is being shipped,
Expected shipping date and
What to do if there are questions/problems
10
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245
246
247
4.5.8 Notification of Receipt of Returned Item or Cancellation
If a customer has cancelled an order or returned an item, the merchant shall notify the customer
that the merchant has received the order cancellation or the returned merchandise within three
business days
248
249
250
251
252
This strengthens merchant-customer communications and helps assure the customer
that his or her needs are being met. Otherwise, the customer may think the returned item was
lost, or that there is a problem. This uncertainty can make the customer less confident in dealing
with the merchant.
253
4.6
Help and Customer Support
254
255
256
4.6.1 Customer Service Policy
As a minimum acceptable standard, the merchant shall provide customers with the following
customer service:
257
A mechanism for submitting a question or complaint via e-mail.
258
259
While it is desirable, The Standard for Internet Commerce does not specify direct human
contact, as it could prove too difficult or expensive for some businesses to implement.
260
261
262
4.6.2 Disclosure of Customer Service Policy
The merchant shall provide access to the merchant’s customer service policy in its Information
Center.
263
264
265
4.6.3 Customer Feedback and Complaints
The merchant shall provide a means for customers to provide feedback or file complaints.
266
267
268
269
270
Although there are some merchants who have a legitimate reason associated with their
business model for not allowing feedback or complaints, it is important for merchants that meet
The Standard for Internet Commerce to provide an open mechanism for customer
communications.
271
272
4.6.4 Notification of Receipt of Question or Complaint
The merchant shall acknowledge receipt of a question or complaint within 48 hours of receiving it.
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275
276
277
This is simply specifying that the merchant acknowledges receipt of a question or
complaint. It is not specifying that the question or complaint actually be resolved. Since some
questions or issues require time-consuming research, a quick acknowledgment can give the
customer the comfort that the merchant is working on a solution.
278
279
280
4.6.5 Question or Complaint Referral
If the complaint is regarding merchandise and cannot be handled by the merchant, the merchant
shall provide the customer with an appropriate contact at the manufacturer.
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282
283
This is a matter of providing higher-levels of customer service and establishing the
merchant as a trusted resource.
11
284
4.7
Additional Merchant Practices
285
286
287
4.7.1 Shipping Insurance
Merchants shall ensure that every package shipped receives the shipper’s standard insurance
that guarantees against loss, theft, and damage.
288
289
This offers protection for both merchant and customer.
290
291
292
4.7.2 Printable Receipt Provided to Customer
Merchant shall provide the customer with all relevant order data in a format that can be printed as
a receipt
293
294
A printable receipt helps the customer for tax and/or expense purposes.
295
296
297
298
4.7.3 Special Delivery Instructions
If the shipper chosen by the customer supports it, the merchant should provide customers the
ability to provide special delivery instructions to the shipping company. (For example, a box where
customers can say ‘deliver to apartment behind main house,’ or ‘day sleeper: do not ring bell’).
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300
301
302
4.7.4 One-click Ordering
The merchant should offer a “one-click ordering” capability, giving customers an option to buy a
product with only one click (this assumes a customer has previously provided required data).
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304
305
306
307
4.7.5 ECML Support
The merchant should support ECML (Electronic Commerce Modeling Language: www.ecml.org)
to allow consumers to fill out shopping cart forms without typing in repetitive information such as
shipping and billing information.
308
309
310
4.7.6 Real-time Credit Card Authorization
The merchant should process orders and authorize the customer’s transaction in real-time.
311
312
313
This practice helps the merchant avoid contacting the customer at a later time if the
customer’s credit card is invalid.
314
315
316
4.7.7 Provision of Search Capability
Merchant should offer a site-wide search function to allow keyword searches for information
and/or products.
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318
319
320
321
322
A search capability is considered a key element of a merchant’s online presence and
provides a valuable service to potential customers. Merchants often organize product information
in ways that are not intuitive for customers. A search capability helps customers navigate through
organization and Website design schemes that they may not readily understand. However,
implementing a useful search capability may be prohibitively expensive for small merchants
12
323
324
325
4.7.8 Customer Access to Order Status
The merchant should provide the customer with a means to check on the status of an order via a
Web-based report.
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327
328
329
330
This capability creates a closer link between the merchant and the customer. It increases
customer confidence in the transaction, as the customer has visibility into what is happening after
the order has been placed, but before it is actually shipped or executed. However, it could be
prohibitively expensive for smaller merchants.
331
332
4.7.9 Provision of Customer History
The merchant should provide the customer with access to the customer’s order history.
333
334
335
336
While this capability is desirable in many customer situations, it may be difficult and costly
to implement, especially for smaller businesses. Therefore, it has not been specified in The
Standard for Internet Commerce as a minimum acceptable standard, but as a best practice.
337
338
339
4.7.10 Customer Satisfaction Monitoring
Merchants should engage in a systematic method for constantly monitoring customer feedback
and customer satisfaction.
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13
1
ANNEX A - Relevant References
2
3
4
See http://www.gii.com/standard/links/index.html for a list of normative (see section 2) and
informative reference URL's online, and most recent updates where known.
5
6
ABA (American Bar Association)- The Electronic Commerce Division
http://www.abanet.org/scitech/ec/home.html
7
8
AOEMA - Asia Oceania Electronic Messaging Association
http://www.aoema.org/
9
10
11
Berkeley Center for Law and Technology - A Legal and Policy Framework for Global
Electronic Commerce
http://www.sims.berkeley.edu/BCLT/ecom/index.html
12
13
CSSA - The trade association for the IT services and software sectors - Ecommerce
http://www.cssa.co.uk/home/industry/eleccomm/intro.htm
14
15
DMA- Comments of the Direct Marketing Assoc. on Elements of Effective Self Regulation
http://www.the-dma.org/busasst6/doccomm.html
16
17
DMA -Direct marketers Association: guidelines for ethical business practice
http://www.the-dma.org/busasst6/busasst-ethics6a1.shtml
18
19
DSA - The Direct Selling Association Code of Ethics
http://www.dsa.org/code.stm
20
21
EC - Electronic Commerce and the European Union
http://www.ispo.cec.be/ecommerce/Welcome.html
22
23
E-Centre - The Association for Standards and Practices in Electronic Trade - EAN UK Ltd
http://www.eca.org.uk/
24
25
ECIC - Electronic Commerce Innovation Centre
http://info.cardiff.ac.uk/uwcc/masts/ecic/index.html
26
27
ECOM - Electronic Commerce Promotion Council of Japan
http://www.ecom.or.jp/ecom_e/
28
29
ECRC - The National Electronic Commerce Resource Center (US DoD)
http://www.ecrc.ctc.com/
30
31
EEMA - European Forum for Advanced Business Communication
http://www.eema.org/
32
33
EU - DLM - Guidelines on best practices for using electronic information
http://www2.echo.lu/dlm/en/gdlines.html
34
35
France - Développer le commerce Électronique
http://www.telecom.gouv.fr/francais/forum4/synthese.htm
36
37
FTC - Federal Trade Commission
http://www.ftc.gov
38
39
GIN - Globan Information Networks - Theme Paper - Bonn
http://www2.echo.lu/bonn/themepaper.html
40
41
Global Business Dialogue on Electronic Commerce
http://www.gbd.org/
42
43
IEEE Internet Best Practices standards committee
http://computer.org/standard/Internet
14
1
2
IMRG - Interactive Media in Retail Group
http://www.imrg.org
3
4
International Communications Roundtable - Electronic Commerce Working Group
http://www.icrt.org/main/public_policy.htm
5
6
ITAA - Information Technology Association of America, Ecommerce
http://www.itaa.org/ecomm
7
8
OBI - Open Buying on the Internet: The OBI Standard
http://www.openbuy.org/obi/library/index.html
9
10
OECD - Organization for Economic Co-operation and Development: Electronic Commerce
http://www.oecd.org/dsti/sti/it/ec/index.htm
11
12
Ontario - Information and Privacy Commissioner: The Key to Electronic Commerce
http://www.ipc.on.ca/web_site.eng/matters/sum_pap/PAPERS/e-comm.htm
13
14
Spain - Electronic Commerce Resources
http://www.bemarnet.es/business/floor-17/e-commerce.html
15
16
The Danish Ecommerce Association (FDIH)
http://www.fdih.dk
17
18
TRUSTe - Privacy Standards
http://www.truste.org/
19
20
U.S. Bureau of Consumer Protection - E-Commerce and the Internet
http://www.ftc.gov/bcp/menu-internet.htm
21
22
U.S. Bureau of Consumer Protection - Workshop to Examine Electronic Marketplace
http://www.ftc.gov/opa/1998/9812/intint2.htm
23
24
U.S. Electronic Commerce Policy (US DoC)
http://www.ecommerce.gov
25
26
U.S. Federal Electronic Commerce Program Office
http://www.ec.fed.gov/
27
28
U.S. Government Working Group on Electronic Commerce report in PDF
http://www.doc.gov/ecommerce/E-comm.pdf
29
30
U.S. Inter-Agency Benchmarking and Best Practices Council
http://www.va.gov/fedsbest/index.htm
31
32
33
Univ. of Michigan Hermes Project - A research project on the commercial uses of the World
Wide Web.
http://www-personal.umich.edu/~sgupta/hermes/
34
35
W3C HTML Validation Service.
http://validator.w3.org/
36
37
Web Robot Exclusion
http://info.webcrawler.com/mak/projects/robots/exclusion.html
38
39
WFDSA - World Federation of Direct Selling Associations Code of Conduct .
http://www.wfdsa.org/codes.stm
40
41
White House - IITF - Information Infrastructure Task Force for Electronic Commerce
http://www.iitf.nist.gov/
42
43
White House - Presidential Directive on Electronic Commerce (1997)
http://www.ecommerce.gov/presiden.htm
44
45
White House - The Framework for Global Electronic Commerce
http://www.whitehouse.gov/WH/New/Commerce/
15

The Standard for Internet Commerce Version 1.0

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