网上消费者争议的在线解决——以淘宝平台模式为例

Online Dispute Resolution for Consumers in E-commerce——An Example from the Taobao Platform

现行的离线争议解决机制对网络空间争议的解决显得力不从心,在线解决争议方式(ODR)应运而生。但网上消费者争议的特殊性使其不同于ODR所适用的其他领域,对此种争议的在线解决需要考虑若干特殊问题。我国专门性争议解决机构在开展消费者ODR业务方面尚不能满足现实需要。不过,以淘宝为代表的电子商务平台,作为进行交易的企业和消费者之外的第三方,为用户提供的在线争议解决服务却取得了令人满意的效果,在引导当事人使用ODR、争议解决的模式、ODR结果的执行、经费来源等方面均为其他ODR服务提供商提供了很好的参考和借鉴。

The current offline dispute resolution mechanisms are inadequate for disputes in cyberspace.Thus online dispute resolution(ODR) came into being.But the particularity of online consumer disputes distinguishes them from other areas ODR applies to and resolving such disputes online needs to consider a number of special issues.Currently dispute-resolution service providers in China cannot meet the actual needs for consumer ODR.However,ODR service provided for its users by Taobao,the leading ecommerce platform,has achieved satisfactory results.It offers a good reference for other ODR providers on how to guide the parties to use ODR,the methods of ODR,and enforcement of ODR outcomes,etc.