O2O Service Process and Standards for the Laundry and Dyeing Industry
Release Time:
2021-02-05 09:12
Source:
1 Scope
This standard specifies the service requirements, transaction requirements, information security requirements, operation procedures, transportation requirements, dispute resolution, and quality requirements for O2O in the laundry industry.
This standard applies to enterprises engaged in O2O services in the laundry industry.
2 Normative References
The following documents are indispensable for the application of this document. For dated references, only the versions dated apply. For undated references, the latest versions (including all amendments) apply.
GB/T 33452 Laundry Terminology
SB/T 10624 Laundry Industry Service Operation Specifications
SB/T 10989 Clothing Washing Quality Requirements
SB/T 11204 Clothing Cleaning Service Specifications
3 Terms and Definitions
The following terms and definitions apply to this document.
3.1
Clothing
Apparel and daily necessities.
Note: Refer to GB/T 33452, term 2.2.
3.2
Laundry Industry O2O Service Online to offline service for laundry services
Using the internet as a transaction platform to provide offline clothing washing and care services.
4 Basic Requirements
4.1 Subject Qualifications
4.1.1 Operators shall register as market entities in accordance with the law.
4.1.2 Operators shall possess washing enterprise qualifications or proof of qualified cooperative merchants with washing qualifications. The service platform is obligated to audit and supervise washing enterprises.
4.2 Service Platform
4.2.1 Operators shall continuously display the platform service agreement and transaction rules information or links to such information in a prominent position on the service platform, ensuring consumers can conveniently and completely view and download them.
4.2.2 Service information published by operators shall be accurate and truthful.
4.2.3 Operators shall provide necessary explanations about the service content.
4.2.4 The service platform shall not have hidden clauses.
4.2.5 Operators shall ensure the security of the provided applications.
4.3 Service Rules
4.3.1 Operators shall ensure smooth online business processes.
4.3.2 Operators shall set service prices in accordance with relevant laws and regulations, following principles of fairness, legality, honesty, and creditworthiness; establish unified service and process specifications, unified quality standards, and quantifiable evaluation criteria, and publish them on the platform.
4.3.3 Offline service operations shall comply with the provisions of SB/T 10624.
4.3.4 Operators shall provide consumers with visualized information on the category, quantity, price, and defects of laundered clothing.
4.4 Service Premises
4.4.1 Shall have fixed business premises equipped with dedicated laundry, storage, pollution prevention, and other facilities and equipment appropriate to the scale of operation and in compliance with national regulations.
4.4.2 If sorting and washing preparation cannot be done immediately after receiving clothes, a dedicated transfer site shall be established.
a) The working area of the transfer site shall be independent and enclosed, equipped with anti-theft and monitoring facilities.
b) The transfer site shall be equipped with fire-fighting equipment that meets requirements.
4.5 Service Personnel
4.5.1 Operators may entrust logistics companies or courier companies with corresponding qualifications to pick up and deliver clothes and other items.
4.5.2 When the personnel picking up and delivering clothes are employees of the service platform, the following requirements shall be met:
a) Establish employee files and management systems.
b) Conduct regular centralized training on business knowledge.
4.5.3 Service personnel at transfer sites shall master fire safety knowledge and conduct regular fire drills.
5 Payment Requirements
5.1 Payment Methods and Security Requirements
5.1.1 Payment Methods
Online or offline payment may be chosen according to actual conditions.
5.1.2 Payment Security
When using online payment, a network payment platform provider that meets qualification standards shall be selected to ensure the confidentiality and security of accounts and passwords. Enterprises adopting prepaid consumption settlement methods shall comply with relevant national financial regulations.
5.2 Receipt Preservation
5.2.1 Transaction records shall be properly preserved, including service information, payment vouchers, offline payment receipts, invoices, and other legally effective documents.
5.2.2 For large or important transactions, necessary written documents or other reasonable measures should be generated to record and preserve transaction information.
5.2.3 Service providers shall issue paper (electronic) invoices or service vouchers or service documents in accordance with the law.
6 Information Security Requirements
6.1 Information Collection and Use
6.1.1 Personal data shall not be collected or used beyond the scope without consumer consent.
6.1.2 Without consumer consent, data involving consumer privacy or trade secrets such as lists of transaction parties and transaction records shall not be disclosed, transferred, or sold to third parties.
6.2 Information Preservation
6.2.1 Shall have data storage, data backup, disaster recovery, and corresponding technical means;
6.2.2 The integrity, accuracy, security, and immutability of transaction data must be ensured;
6.2.3 Other requirements related to the protection of consumer rights.
7 Operation Process
7.1 Pickup/Delivery
7.1.1 After the consumer places an order through the service platform, the service personnel should confirm the appointment time with the consumer. If special circumstances prevent timely completion, they should communicate with the consumer in advance, reschedule the service time, and obtain the consumer's understanding.
7.1.2 Service personnel should be neatly dressed, wear company service identification, use polite language, and take protective measures when entering the room with the consumer's permission to avoid contaminating the room.
7.2 On-site Service
7.2.1 Service personnel should carry the necessary service tools during on-site service.
7.2.2 Carefully verify the quantity of clothing according to the order and understand the washing and care requirements.
7.2.3 Complete the washing of clothes according to SB/T 11204.
7.3 Return of Clothes to Store/Factory
7.3.1 Service personnel should seal the clothes to be washed and send them to the washing enterprise.
7.3.2 Separate and seal according to clothing categories.
7.4 Pre-wash Confirmation
7.4.1 Service personnel may use photos, paper vouchers, electronic vouchers, and other methods to confirm the fabric, style specifications, quantity, and post-wash effect of the clothes with the consumer. Consumers should be informed in advance of stains that are difficult to wash or remove.
7.4.2 Check and confirm whether clothing accessories and decorations are complete.
7.5 Store/Factory Washing and Care
Complete the washing of clothes according to the requirements of SB/T 11204.
7.6 Delivery
Clothes that pass quality inspection should be packaged with appropriate materials, and service personnel may refer to 7.1.1 to schedule delivery to the service location with the consumer.
8 Transportation Requirements
8.1 Clean clothes and clothes to be washed should not be mixed.
8.2 Vehicles transporting clothes should be cleaned or disinfected after daily use.
9 Consumer Service and Service Disputes
A consumer service department should be established to provide online and offline consultation and complaints, answer consumer questions during the consumption process, and resolve service disputes.
10 Quality Requirements
The quality of clothes washing should meet the requirements of SB/T 10989.
Previous Page
Related Documents
undefined
Other News
2025.03.31
2025.03.19
2025.03.11
2025.03.10
2025.02.18
2025.02.18
Contact Information:
Hotline:
Address:
No. 46, Dongsi West Street, Dongcheng District, Beijing
Email:
China Laundry Information Center
Scan to Follow
China Business Laundry Committee
Scan to Follow
Laundry Encyclopedia
Scan to Follow
National Laundry Label Committee
Scan to Follow
China Business Vocational Appraisal
Scan to Follow
"China Laundry"
Scan to Follow
China Laundry Committee
Scan to Follow
China Business Laundry Committee
Copyright: China Commercial Federation Laundry Professional Committee
Beijing Public Network Security 11010102005379
Website Construction:China Enterprise Power Beijing