Practice and Standard Development of Online Reputation in Shenzhen

E-business Better Service Center(EBS)2018.10

Agenda

1

2 Shenzhen’s Practice

Demand for Online Reputation

1 Demand for Online Reputation

E-commerce Development

• E-commerce boost in China with more than 20% growth rate from 2009 to 2012

3.8 4.56

7.8510.2

13.4

18.3

22.97

29.16

21.7%18.4%

33.3% 30.8%

29.9%31.4%

36.6%

25.5%

26.9%

0%

20%

40%

60%

80%

100%

0

5

10

15

20

25

30

35

2009 2010 2011 2012 2013 2014 2015 2016 2017

E-commerce transaction scale nationawide（trillion yuan）

E-commerce transaction scale nationawide（trillion yuan）growth rate

17002600

3996

6298

9510

15070

17265

20349

23429

30.8%

52.9% 53.7%57.6%

51.0%

58.5%

14.6%17.9%

15.1%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

0

5000

10000

15000

20000

25000

2009 2010 2011 2012 2013 2014 2015 2016 2017

E-commerce transaction scale in Shenzhen（100 million）

E-commerce transaction scale in Shenzhen（100 million）

growth rate

• E-commerce boost in Shenzhen with more than 30% growth rate from 2009 to 2012

Trust Crisis Hurts E-commerce Business

Fake identity

Fake commodity

Return & exchange

Misleading Ads.& Info.

High volume of complaints

• 52.5% of complain cases are online shopping among sales related complain cases in 2012;

• 40.8% of complain cases are online shopping among sales related complain cases in 2013

Governmental Actions to Boost Trust

Policies& regulations:

Pilot programs:

• Specification of third party e-Commerce trading platform service by Ministry of Commerce in 2011;

• E-commerce transaction regulation by State Administration of Industry and Commerce(SAIC) in 2014;

• National e-commerce pilot city program in 2009;• National e-commerce comprehensive standardization pilot zone in 2012;• National integrity trading pilot project in 2012;

Supervision department

• Department of Electronic Commerce and Information of Ministry of Commerce;

• Set up e-commerce division in cities such as Shenzhen，Chongqing in government sectors;

2 Shenzhen’s Practice

Shenzhen- a Vital Role in E-commerce Development

Shenzhen

• Special zone for reform and opening up, near Hongkong and Macau;

• Good infrastructure for e-commerce such as internet access, high-tech logistics;

• Canton has the largest amount to traditional trade export;

• Large number of SMES in Shenzhen

• Granted as the First Pilot City in National E-commerce Pilot City Program in 2009 ;• One of the cities undertook National Integrity Trading Pilot Project in 2012;• Actively participated in E-commerce law research projects;

Working Mechanism

Market and Quality Supervision Commission

Standard development Trusted services

Policy making

E-business Better Service Center

Law enforcementE-commerce regulate

Industry events

Engagement from E-commerce industry

Guidance & purchase service

Trust services & eventsEngagement and self-discipline

Professional assistance &bridge

EBS: Delivery The Power of Trust

• Established in 2012, supported by authorities and e-commerce entities;• Non-governmental third-party organization;• Promote e-commerce market regulation and cultivate e-commerce development;• Build a trusted e-commerce ecosystem

Market and Quality Supervision Commission of Shenzhen Municipality

Shenzhen Institute of Standards and Technology

E-Business Better Service Center

Initiator

ShenzhenCredit center

Standard Development in E-commerce

• Shenzhen E-commerce Standard Alliance initiated in 2010;

• With more than 60 enterprises participation in Shenzhen;

Service Portfolio

Identity authentication

service

Product record and tracking

serviceE-contract

service ODR service

12

3

5

Credit service

E-commerce standardization and application

34

Industry events+

616 e-commerce credit day initiation

Big e-commerce related events and forums

Cases: Authentication Service

Corporate Legal Entity Authentication

Business Qualification Verification

Account Name Review Trademark and Trademark Authorization Verification

On-Site Phone Call Verification

Official BankingVerification

Corporate Legal Person Authentication

Service for Alibaba and Shenzhen platforms Authentication service for Wechat

• Over 250,000 Shenzhen enterprises in Alibaba;

• Over 300,000 Shenzhen e-commerce website;

Cases: Credit Service

Support supervision decision Joint Disciplinary

monitoring and early warning credit improvement

Trust

government

industry enterprises

consumer

THANKS！

The Power of Trust

Pan Yao (YOYO)Contact: pany@ebs.org.cn