“Consumer Trust in the Digital Economy: The Case for ODR”

New UNCTAD Research Paper (No. 72):

“As e-commerce expansion surges, consumer trust remains fragile. This mismatch, greatly fuelled by the COVID-19 pandemic, reveals disparities between the rapid pace with which consumer activities are being migrated online and inadequate consumer protection.

Dispute resolution mechanism has been proposed by consumer experts as an essential tool that helps to foster trust. The notion of trust is unpacked to theorize why it matters in business transaction, and how a third-party can serve as an institutional mechanism to help transacting parties overcome distrust and settle dispute.

To examine how the theories work in practice, selected studies are reviewed to determine whether the presence of consumer dispute resolution promotes trust and whether its absence leads to business costs. This includes in-house business online dispute resolution such as customer support and third-party e-payment systems. The findings confirm that effective online dispute resolution processes can increase trust along with consumer loyalty and repurchasing intentions, as well as prevent customer churn and dissatisfaction.

The trust-enabling benefits of online dispute resolution are yet to be fully realized, especially for cross-border business-to-consumer e-commerce. Wider awareness and implementation are needed, but these global challenges require timely collaborations by the international community.”

More:
Consumer trust in the digital economy: The case for online dispute resolution | UNCTAD

(h/t Ying)

ODR in Large Bankruptcies

Maarten van Buuren on the Leiden Law Blog:

“Such an ODR tool might also be very useful in ‘closed’ situations such as large bankruptcies: through the use of blockchain technology, the receivers in the bankruptcy might come up with a relatively simple solution and use ODR to resolve straightforward disputes with customers through an online arbitration process. Many disputes could be dealt with this way in a relatively short period of time, which could also be useful in easing emotions. Enforcement could be guaranteed through an escrow account of the receivers or a third-party guarantee, such as the ‘Stichting Garantiefonds Reisgelden’ in the Netherlands which guarantees certain elements of purchased travel arrangements. As the outcome of disputes can be shown on the Blockchain, that as such could create ‘jurisprudence’ which might limit upcoming proceedings and could be helpful in future settlements.”

Read more:
Could online dispute resolution help in the Thomas Cook bankruptcy? – Leiden Law Blog

(h/t Mike Dennis)

New Study Plans in ODR are new experiences for students

The National University of Tres de Febrero Argentina (UNTREF), for its University Degree in Conflict Resolution and Mediation face-to-face and distance modalities, is pleased to announce that, with the approval of the Ministry of Education, the subject “Online Conflict Resolution” has been included in the study plan with a four-month workload of 64 hours lecture.

The dictation of the same has been carried out the two semesters of the current year and Alberto Elisavetsky have had the honor of being the tenured professor.

At the end of the course, we asked the students for a video on the positive and negative of the assigned task, to articulate the resolution of conflicts with new technologies.

We share with you one of them that I consider synthesizes the learning experience

23rd annual Cyberweek a success!

Thanks to all the presenters, participants, and sponsors of our 23rd annual Cyberweek, the longest-running and largest online conference focused on Online Dispute Resolution. Videos of the rich mix of panel presentations, tech demos, and engaged discussions about the impact of COVID on tech usage, the growth of ODR in new sectors, and implications for the future are archived on the program agenda.