Reviving the ‘new handshake’ in the wake of a pandemic
DOI:
https://doi.org/10.1558/mtp.18586Keywords:
online dispute resolution (ODR), COVID-19, e-commerce, consumer empowerment, A2J, remediesAbstract
It is often assumed that companies and consumers are on opposing ‘teams’. In reality, however, consumers and companies enjoy more commonalities than contradictions. Both benefit when deals go well and disputes are resolved quickly and cheaply. The problem is that face-toface dispute resolution can be costly in terms of time and money, and even dangerous in these times of COVID-19. Furthermore, getting lawyers is generally impractical and overly expensive in consumer cases. The solution is a well-designed online dispute resolution (ODR) system that harnesses business and consumer commonalities, and creates a win–win for all stakeholders in e-commerce disputes. That is not to say that ODR is the ‘be all and end all’ for e-commerce disputes. All ODR is not fair and efficient. Furthermore, the digital divide remains a concern and the internet undoubtedly generates vulnerabilities for consumers, but it also creates opportunities for consumer empowerment. The time is right to take advantage of those opportunities, and create a unified ODR system that provides fast and fair resolutions worldwide. This article discusses ideas for such a system to create a ‘new handshake’ that inspires trust in e-commerce.
References
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Ibid. Currently, the FTC recommends purchasing any online items with a credit card because a consumer may be able to successfully dispute a charge for an un-received item. The FTC has stated that this is a global problem, given that the internet gives international sellers and consumers an opportunity to interact.
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Ibid. Vendors can only complain against consumers living in Belgium, Germany, Luxemburg or Poland.
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Schmitz and Rule, The New Handshake at 95–106.
Ibid. at 95–96.
Ibid. at 96.
Ibid. at 97.
Ibid. at 97–98.
Ibid. at 98.
Ibid.
