SAMR (SAC) has recently approved and issued the revised voluntary national standard of GB/T 18760-2025, Methods and requirements for after-sales service of consumer products, which will be implemented on May 1, 2025.

With the continuous upgrading of consumer market in China, consumers’ demand for after-sales service has shifted from basic guarantee to quality and diversification. The deep integration of the Internet economy and intelligent technology has given rise to new after-sales service models such as remote diagnosis and intelligent customer service.

Focusing on the application of new technologies and the improvement of service quality, GB/T 18760-2025 puts forward four general principles for after-sales service: timely response, professionalism and reliability, convenience and accessibility, and openness and transparency. It further strengthens the requirements for after-sales service organizations such as producers, sellers, and authorized service providers, as well as their service personnel.

In light of the new situation, the standard supplements the types of after-sales service, such as distribution, extended warranty, and recycling, and relevant methods based on networking and digitalization, and further enhances the requirements for the protection of consumers’ data privacy.

The standard will provide overall guidance for improving the after-sales service requirements in different sub-sectors of consumer products. It will help improve the consumption experience and promote consumption upgrading, which is of positive significance for boosting consumption and expanding domestic demand.