描述与解释:淘宝纠纷解决机制——ODR的中国经验观察

Description and Explanation:Dispute Resolution Mechanism of Taobao——China's Experience and Observation of ODR

淘宝网对于网购纠纷,摸索出了一套全新且有效的在线纠纷解决机制。从解决的过程看,机制遵循不断分流、尽快结案的理念,具有仅买家允许启动程序、提供反复举证互动的机会、促使和解结案等特点。从解决的结果看,多数纠纷以和解结案、多数判定支持买家。以主体博弈、利益平衡的视角分析上述机制的有效性,可以发现判定者并非居中的利益无涉者,而是以扩大平台整体交易规模为宗旨,因此虽然在单笔交易的纠纷解决中偏向于买家,但和卖家间才是长期的共生关系。基于此,交易平台采取了“牺牲卖家单笔订单利益来满足买家的购物体验,再以事后的店铺流量作为补偿”的策略。该机制强调经济利益、程序的分类和分流、纠纷主体的充分沟通、结果的有力执行等有价值的经验,可为构建适应国情的新时代多元纠纷解决体系提供启示。

Taobao has found a new and effective online dispute resolution mechanism for online shopping disputes.From the perspective of the settlement process,the mechanism follows the concept of continuous division and closing the case as soon as possible,with the characteristics of only allowing the buyer to start the procedure,provide the opportunity for repeated proof interaction,and promot the reconciliation.From the perspective of settlement results,a majority of the disputes are settled by reconciliation,with most of the judgments in favor of buyers.By analyzing the effectiveness of the above mechanism from the perspective of the game theory,it can be found that the judge is not a person who has no interest in the affair,but a person who aims to expand the overall transaction scale of the platform.Therefore,although in the dispute resolution of a single transaction,he is in favor of the buyer,but he has a long-term symbiotic relationship with the seller.Based on this,the platform adopts the strategy of“sacrificing the interest of the seller's single order to satisfy the buyer s shopping experience,and then using the after-event flow as compensation”.The mechanism emphasizes the valuable experience of economic benefits,the classification and division of procedures,full communication of the subject of disputes,and effective implementation of results,which can provide inspiration for the construction of a multi dispute settlement system that adapts to the national conditions in the new era.