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Online ADR (Who offers it) - Coggle Diagram
Online ADR (Who offers it)
E-Bay
Resolves 60 million disagreements globally among traders
E.g. if there is a dispute over a transaction on eBay, with a non-payment for example from a buyer, the parties are initially encouraged to resolve this matter themselves with ODR (online dispute resolution)
To help there is a clearly structured, practical advice on how to avoid misunderstandings and reach a resolution
If they cannot be resolved by the negotiation then eBay offers a resolution service in which the parties discuss and present their arguments, then a member of staff determines a binding outcome
Resolver
This is a UK based online facility that helps consumers raise complaints with suppliers and retailers.
This site contains the email contacts of the complaint department of over 2,000 major organisations
The consumer is the given online assistance in drafting a complaint, which is done through a form filling exercise
The complaint is then emailed directly to the complaints department of the business. The business is then urged to respond to the resolver email address so that the exchange of the messages can then be kept and maintained on the site.
This service covers energy, telecoms, restaurants, shops, solicitors and more.
The service is free to both the consumers and the organisations
Financial Ombudsman Service
This was established by statute in 2000 as the mandatory ADR body in the financial services sector
It's function is to solve disputes between consumers and UK based financial businesses quickly with minimum formality
It works on the principle that a dispute is usually best resolved at the earliest possible stages and that most problems can be solved without needing formal determinations by an ombudsman
The services adjudicators attempt to facilitate an amicable resolution to be dispute between the two parties, usually where they write to the parties with their view on what is reasonable
If both the parties agree (happens in 90% of cases) then the dispute is resolved, if the do no then the case can be referred to an ombudsman for a final binding determination
An ombudsman determination can be accepted or rejected by an consumer, if they accept the decision then it's binding
This service resolves around half a million disputes a year
Other Services
There are now increasing numbers of websites created
Most are aimed at businesses and are international
Evaluation of ODR
Advantages
People can do it from their own home, it becomes simpler as most people are now accustomed to doing things online
Many sites also help the user by giving prompts and choices, so that the issues are explained clearly.
For some sites, it's free
Even when there is a charge, it's likely to be a set amount and known at the beginning of the process
There are no hidden fees and no need to use lawyers which also adds to the costs
Where the disputes involve people in different countries, ODR is a convenient way of resolving disputes
No one has to travel and the saving of costs is considerable. For the many businesses that now operate world wide, ODR is an important development with resolution
Disadvantages
ORD is only suitable for certain types of disputes. It is particularly useful where the issue is about a contract.
As with eBay where all disputes are related to contracts made to buy and sell on eBay
It is not suitable where the issues arise from an event such as a car accident. In such cases it is often necessary to decide who is telling the truth and face-to-face questioning is more effective
It is also necessary that the partied accept the decision, otherwise it may still be necessary to start court proceedings