GB/T 36311 E-commerce Management System

National guidelines for promoting standardization in the e-commerce industry

1.1 Background of Development 
Led by the National Standards Committee, the Ministry of Commerce, the State Administration for Market Regulation and other institutions, it was officially released and implemented in 2018. This standard integrates ISO management system methodology with Chinese e-commerce practices, filling the gap in management standards in the domestic e-commerce field. 

1.2 Scope of Application 
Applicable to the following entities: 
B2B/B2C e-commerce platforms 
Brand self operated e-commerce department 
Cross border e-commerce operation enterprises 
Supply chain service provider 
Electronic payment and warehousing logistics service providers

The GB/T 36311-2018 standard provides comprehensive and detailed requirements for e-commerce management systems from multiple aspects, including organizational environment, leadership role, planning, resources and capabilities, operation, performance evaluation, and improvement.

（1） For enterprises 
Implementing the GB/T 36311-2018 standard helps enterprises standardize internal management processes and improve operational efficiency. By clarifying the management requirements for each link, enterprises can better respond to market changes and reduce operational risks. In addition, obtaining certification for e-commerce management systems can enhance a company's market reputation, increase brand awareness, and lay a solid foundation for its sustainable development. 

（2） Regarding the industry 
The promotion and application of this standard will help achieve the standardization and normalization of e-commerce management. It summarizes the management experience of excellent enterprises in the industry and provides a model for other enterprises to learn from. By improving the overall management level, the e-commerce industry will develop in a healthier and more orderly manner, further promoting the deep integration of the digital economy and the real economy. 

（3） For consumers 
A standardized management system can effectively protect the legitimate rights and interests of consumers. From information security protection to optimization of customer service, from product quality management to improvement of complaint handling mechanisms, the GB/T 36311-2018 standard provides consumers with comprehensive protection. Consumers can not only enjoy convenient e-commerce services, but also gain higher satisfaction and trust.

1. Basic materials 
Copy of business license (stamped with official seal). 
Organizational chart and job description (indicating positions related to the e-commerce management system). 
Business scope description (including e-commerce platform type, transaction mode, etc.). 

2. System documents 
Management Manual: A system framework document that covers all clauses of the standard. 
Program files: at least include: 
Risk Management Control Procedure (including a list of 12 types of risks). 
Data Security and Privacy Protection Procedures (compliant with GB/T 35273). 
Supplier and Partner Management Standards. 

3. Operation records 
Evidence of system operation in the past 3 months: 
Internal audit report and rectification records. 
Management review meeting minutes and resolutions. 
Target achievement monitoring data (such as order processing efficiency, customer complaint resolution rate, etc.). 

4. Compliance certificate 
Data security: data encryption scheme, privacy policy filing documents. 
Payment security: PCI DSS certification certificate or third-party testing report. 
Advertising compliance: Advertising audit logs and records of violations (including both AI and manual audits). 

5. Other materials 
Certification application form (requires signature of the legal representative). 
Contracts and confidentiality agreements signed with certification bodies. 
Special industry qualifications (such as customs AEO certification, cross-border payment license, etc. required for cross-border e-commerce).

Enterprises need to be audited by certification bodies approved by the National Certification and Accreditation Administration (CNCA), and the typical process includes:

Key authentication points: 
• It is necessary to form documented information such as the "E-commerce Management Manual" and "Risk Control Procedures" 
• Key personnel in positions such as customer service and operations must receive standard training 
• Accept annual supervision and audit by certification bodies