Communiqué on the ODR and Consumers Colloquium
Vancouver, BC, Canada
November 2-3, 2010

Prepared by Doug Leigh, Ph.D. (Pepperdine University) and Colin Rule (eBay/PayPal)

I. Introduction

eCommerce has grown rapidly, riding the expansion of information and communications technology around the world, and transforming the way goods are bought and sold. Businesses and consumers have more choices than ever before, as every seller is just a click away, no matter where either may physically reside in the world. However, regardless of whether they are transacting face-to-face or online, it is inevitable that some of those transactions will generate disagreements. It therefore stands to reason that as eCommerce expands, so too will the number of problems people experience with online transactions.

Unfortunately, the systems buyers and sellers rely on in face-to-face transactions to resolve transaction problems are almost entirely unavailable in online purchases. The few systems that do exist are too tied to geography, too expensive, or too complex for the type of low-value, high-volume transactions that eCommerce enables, be they domestic or international.

The solution is Online Dispute Resolution (ODR). Over the past ten years many groups around the world have come to the same conclusion: reliable, trustworthy redress systems for eCommerce transactions are essential, and ODR is the best method of providing such systems.

There are several examples of global ODR systems that have achieved scale and effectiveness over the past decade. Non-governmental organizations, for example, have created regional systems that have helped to establish confidence in eCommerce. Despite such achievements no global, coordinated redress system has yet emerged, and systems that have hitherto been posed are inconsistent in design and execution. Further complicating matters, awareness among consumers is low and enforcement of outcomes delivered by existing systems is sporadic.

The inadequacy of these systems is a major reason why cross-border eCommerce has plateaued in recent years. Consumers and sellers are unsure whether they can trust one another across borders, because if a problem arises with the transaction, no global redress system exists to help get the problem corrected.

These issues have been thoroughly discussed in various ODR forums over the years, but in the past ten months, there have been a series of breakthroughs accomplished through various international conversations.

The United States has put forward a proposal at the Organization of American States (OAS) advancing a design for a global ODR system for low-value eCommerce disputes. That same proposal was presented just a few months later at a United Nations Commission on International Trade Law (UNCITRAL) conference in Vienna. In accordance with the conclusions reached at the conference, UNCITRAL has created an ODR Working Group to focus exclusively on this question and to craft recommendations that can be taken back to the full General Assembly. This represents a major development in the effort to build a global ODR system, since it is the first time a body with representation from every sovereign nation in the world has so seriously tackled this complex subject.

In preparation for the first meeting of the UNCITRAL ODR Working Group in December 2010, an international group of experts in international law, commercial arbitration, dispute resolution, systems design, and consumer protection convened in Vancouver, British Columbia, Canada on November 2-3, 2010. Over these two days, the group considered unresolved issues raised by the proposal for a global ODR system and developed possible solutions. Key questions to be answered were vetted by smaller breakout groups which drafted preliminary answers to move the discussion forward. Discussions at the colloquium broached topics likely to be focused on at UNCITRAL, including complex questions of jurisdiction, consumer protection, applicable law, and the role of the UN and individual state governments. Also explored were complex questions of system architecture, funding, enforcement, transparency, system quality, and delivery systems.

This communiqué distills the output of the experts’ deliberations at the Vancouver colloquium. All submitted presentations and papers are available in their entirety on the conference website (http://www.odrandconsumers2010.org). While the depth of discussions obviously resulted in many subtleties which cannot be represented here, this document serves as the definitive record of the Vancouver gathering. It is organized chronologically, hewing closely to the agenda of the meeting. Please note that this is not a consensus document; the various attendees to the conference were not asked to approve this document or attest to its accuracy. It is merely an attempt by the conference rapporteurs to memorialize the discussion and reproduce it on the record, so that it can contribute to future conversations on this vitally important topic.

II. November 2, 2010

OPENING REMARKS

After discussing Online Dispute Resolution’s (ODR) 14-year history, the aim of the colloquium was clarified as designing a global system for resolving disputes concerning low-value, high-volume, cross-border online transactions. Following this, the key questions to be answered concerning a model for such a system were presented.

PROVIDING A CONTEXT: ONLINE DISPUTE RESOLUTION FOR ELECTRONIC AND MOBILE COMMERCE

At present, two primary proposals are being advanced: one by Brazil, Argentina, and Paraguay, and the other by the United States of America. The prior assumes that low-value, high-volume disputes will be resolved in domestic courts, with the law of the consumer’s residence governing the transaction. The latter proposal is presented as a global, cross-border, online dispute resolution system. Against this backdrop, the development of an ODR Working Group was supported at the 43rd general meeting of UNCITRAL. The purposes of this colloquium were to consider substantive and procedural rules, the process of approval for providers, and enforcement mechanisms of the regime in advance of the new Working Group’s inaugural December 2010 meeting.

Substantive questions introduced at the colloquium included what the lingua franca of the ODR regime should be, the means by which existing global ODR systems could be incorporated into the new system, and how the new system could ensure efficient remedies. The primary topics considered, organized from easiest to hardest, were summarized as Procedural Rules, Approval of Providers, Substantive Rules, and Enforcement. Also discussed were the questions of whether or not the system should be developed as an inter¬governmental undertaking or a quasi public-private one, as well as how the system is to be developed, hosted and financed.

ADMINISTERING A GLOBAL EXTRAJUDICIAL SYSTEM

eCommerce often crosses multiple jurisdictions, making any disputes that arise enormously difficult for courts to adjudicate. When coupled with the expense of litigation and the difficulty of enforcing foreign judgments, attaining redress in low-value eCommerce disputes has proven even more problematic. An ODR regime stands to facilitate merchants’ expansion into the global marketplace while at the same time increasing consumer confidence in cross-border online trade.

It is anticipated that such a system would involve a global administrator to serve as clearinghouse for processing claims electronically, as well as national administrators to monitor progress and enforce awards within each participating country. Merchants will voluntary opt-in to the system at launch. ODR providers will apply to participate and, if they are found to meet certain standards, will be approved and monitored for continuing quality by each national administrator (see Figure 1).

Figure 1: Global Trans-National ODR Model for High-Volume, Low Value Online Disputes

Under such a system, after a consumer initiates a claim, a diagnostic process would begin during which the disputants would file information supporting their position. If parties were not able to reach a settlement on their own, negotiation would be facilitated by an automated system or a live mediator. If this facilitated negotiation did not yield a settlement, the dispute would be arbitrated and the national administrators informed of the decision so as to enforce the award. The specific means for this enforcement, however, has yet to be determined, but one option would be for escalating means of enforcement to be deployed, providing continuous pressure on sellers to abide by outcomes delivered by the process.

Non-binding “soft law” may be one means of instituting such a system quickly, without requiring the long cycles often required to institutionalize formal “hard law.” Parliamentary enactment would not be required, permitting instead a common frame of reference among the member states. In addition, while voluntary, such an approach would be immediately biding for member states and applicable to transactions between merchants and consumers.

As one of the longest and most successful ODR soft laws, the Uniform Domain-Name Dispute-Resolution Policy (UDRP) is the primary means of arbitrating domestic and cross-border trademark disputes related to domain names. Administered by the Internet Corporation for Assigned Names and Numbers (ICANN), which maintains a contract with all registries and registrars, UDRP complaints are currently resolved by four ODR providers. With over 20,000 cases filed since its inceptions, the UDRP is seen as one possible model for crafting a global system for resolving disputes concerning low-value, high-volume, cross-border online transactions.

Unlike the UDRP, ECODIR – another possible ODR model – is a voluntary system that is free to consumers and merchants alike. Funded by the European Commission and Irish Department of Enterprise, Trade and Employment, ECODIR begins with party-to-party negotiation and allows for escalation to a mediator who reviews scenarios and suggests solutions. While it has run for almost a decade, the ECODIR system has never experienced a substantial caseload.

KEYNOTE: HONOURABLE MADAME JUSTICE FRANCES KITELEY

Madame Justice Kitely observed that multi-issue, multi-party, and multi-jurisdiction disputes are increasingly the norm in business law and family law, as well as wrongful dismissal and probate cases. Nevertheless, most judicial systems exist in a system of jurisprudence that is resistant to change. Whereas courts have historically been a venue of first resort, alternative dispute resolution has rendered them a venue of last resort. ODR may be able to enhance justice in traditional courtrooms.

SYSTEM DESIGN FOR REGIONAL AND GLOBAL REDRESS

The practice of designing processes to prevent, manage or resolve disputes is known as Dispute Systems Design. As applied to global system for resolving disputes concerning low-value, high-volume, cross-border online transactions, this practice involves considering the system’s goals, structure and process options, stakeholders, and resources, as well as measures of its success and accountability. The design of an ODR regime can be enhanced through applying global standards to local conditions. Such “glocalization” stands to balance the integrating forces of globalization (a world that is more global, more interconnected, with cultural boundaries that are more permeated, and transcended by complex processes of socio¬legal and political changes) as well as its fragmenting ones (a world that is more divided, more partitioned, with cultural boundaries that are being re-established, and re-invented by complex processes of socio-legal and political changes).

One example of a localized approach to handling cross-border disputes is ICA-Net, which serves southern-and eastern-Asia. Developed from an open-source social networking platform, the system allows for communication both between and among stakeholders. Originally proposed in 2007, the project ran as a two-year pilot and is currently exploring broader implementation. This is being accomplished through cooperation with member states and among complaint handling organizations, enforcement authorities, ADR providers, more public recognition, and governmental agencies.

BUSINESS, CONSUMER, GOVERNMENT AND PROVIDER PERSPECTIVES

Four eCommerce ODR technologies were shared at the colloquium. The first of these, Smartsettle, aims to overcome the problems common to many negotiations: heavy outlays of time and money, leaving substantial value on the table, damaged relationships, and weaker parties being disadvantaged. Through an automated visual blind bidding process disputants are able to structure a range of acceptable monetary settlements, with the platform creating a deal if the petitioner’s and respondent’s ranges overlap.

The second technology discussed, Juripax, serves as a system for resolving employment, divorce, small claims, e-commerce, and personal injury disputes. Operating in multi-lingual environment, the company offers cross-cultural competency in English, German and Dutch, as well as online training for mediators. Presently, the system provides both “3rd party” human mediation as well as “4th party” automated negotiation facilitation. ICA-Net, introduced earlier, provides a secure environment for multiple parties to collaborate in the resolution of disputes. Case-related materials can be shared and discussed among national consumer protection liaisons, members assigned to communicate or handle a complaint, and other concerned individuals. Communications can be made in case rooms which are open to all these parties, or via private communications with the consumer protection liaisons.

The Instituto Latinoamericano de Comercio Electrónico (Latin American eCommerce Institute) serves a population of 547 million Latin Americans across 11 networks. Through its regional ODR program the institute promotes cooperation, disseminates best practices, assists providers, educates constituents, and provides central administration for its network. Given its understanding of both consumers’ and merchants’ perspectives, the institute may be well-positioned to help identify domestic and regional requirements to the development of a global ODR regime.

III. November 3, 2010

GLOBAL ODR SYSTEM: MODEL PRESENTED

The second day of the colloquium began with a detailed explanation of the US ODR system design that has been submitted to the OAS. As discussed under the “Administering a Global Extrajudicial System” section of this communiqué, the regime is designed so as to be sufficiently robust to handle millions of claims annually. Enforcement of awards might occur via a number of means. The ODR provider – which would be reimbursed for their services after a case is closed – could follow up with the prevailing party to determine if the settlement has been paid. If not, various forms of enforcement could be utilized to urge compliance from the seller (see the summary of the enforcement group’s report under “Break-Out Session #2,” below, for more details.)

BREAK-OUT SESSION #1: STAKEHOLDER GROUPS

During the various breakout sessions, the attendees considered various issues and questions as posed by the facilitators. Attendees were able to select which group interested them in each round of discussions, so the participants in the breakout representing consumers’ interests (for example) were not necessarily consumer advocates, but simply attendees who self-selected into that particular group.

In the first round, each breakout group considered the interests of one of four stakeholders. The breakout group representing business interests reported that the ability to increase sales and reduce costs is an essential requirement of the regime. The group felt that fees for participation, if any, should be minimal and that trustmarks for participating merchants could help incentivize this stakeholder group. A global system for the resolution of cross-border eCommerce disputes was deemed as preferable to an interconnected regional system. A topic the group identified as important for further discussion concerned the definition of what constitutes “a business” in an environment in which the distinction between merchant and consumer is often blurred, resellers abound, and transactions may be completed only partially online.

A consumer breakout group related that neutral evaluations of claims in consumers’ language of choice are necessary components of the system, as are efficiency and having the system be free-of-charge to consumers. It reported that consumers should have the ability to opt-in to the system at the time of dispute rather than being bound to it at the point of sale, and that rulings should to be final and binding. Topics the group identified as being important for further discussion concerned the consumers’ opt-in process and the means by which multi¬lingual disputes could be handled. The group representing payment providers’ interests reported incentives to participate in a global ODR regime as including the potential to generate a new profit center, while increasing cross-border sales and reducing liability, chargebacks and complaint caseloads. On the other hand, it also related that disincentives to participation might involve perceived loss of control over the process, a lack of clarity regarding merchants’ incentives for participation, and possible abuse by buyers. The group felt that a means by which to favor private enforcement over arbitration awards was a topic important for further discussion.

The breakout group representing governments’ interests related that the role of states should be in the provision of procedural rules for ODR providers as well as substantive procedural rules, and in the development of enforcement plans. It felt the global administrator should be responsible for day-to-day matters concerning providers and fees, and suggested that some states may elect to outsource the national administration while others may elect to use a public governing agency. The states themselves, the group asserted, should bear the initial expense of creating the national administration, but that once launched the system should be self-financing, with fees paid by businesses.

KEYNOTE: PETER FOGH KNUDSEN

Set up by the European Commission to increase cross-border trade within the EU, the European Consumer Centers Network (ECC-Net) consists of 29 centers in the European Union, Norway and Iceland. Financed by the European Commission and members states, and staffed by individuals trained in law, the network seeks to increase consumer confidence in its internal market. Mr. Knudsen explained that 40,000 to 60,000 complaints and information requests are typically addressed each year, and that eCommerce complaints outstrip on-premise and non¬eCommerce distance sales on an order of 2:1. Approximately half of the complaints the ECC-Net oversee are resolved through mediation. The majority of those that are not resolved are due to due to lack of agreement from merchants. While it does not have any legal power, the network offers legal and practical advice to consumers via national centers in the consumer’s language of preference.

BREAK-OUT SESSION #2: SYSTEMS DESIGN AND IMPLEMENTATION

In the second round, five breakout groups considered the design of the ODR regime and its implementation. The first addressed ODR providers and the standards by which they would operate. It reified those standards advocated by the European Commission: independence, transparency, adversarial principle, effectiveness, legality, liberty, representation and data security. The group felt that ODR providers and national consumer protection authorities must be able to share data so that claims may be forwarded to the prior and results reported to the latter for public dissemination. Varied possibilities for promoting innovation were proposed, including allowing some access to source code, prohibiting competitors from the non-profit arena, or encouraging the licensing of patented intellectual property.

The breakout group addressing the processes by which the regime would operate should include accessible technology, access to justice, and the promotion of e-commerce. It concurred that processes to be enacted should ensure efficiency and effectiveness, create satisfaction with the results it produces, be consistent with legal norms regarding justice, respect cultural differences, and operate with transparency and independence.

The breakout group considering the enforcement of awards offered that it is neither realistic to assume that sellers will voluntarily comply with settlement agreements nor that public enforcement will be adequate. Group members also agreed that there is no viable means for ensuring enforcement given the possibility of business collapse and susceptibility to fraud. The group also stressed that the seat of arbitration should be at the same place in which enforcement would occur. The group discussed a stair-step approach to enforcement, using more voluntary methods at first and escalating to more aggressive forms as necessary. When public involvement is necessitated, the global and national administrators could press for enforcement. Alternately, an administrator could coordinate with the local consumer protection agencies, or may press for chargeback from the payment intermediary. Another option could involve making an award enforceable via the courts by having decisions ratified by arbitration board. A provisional credit could also be debited from the respondent upon initiation of the ODR process, or the terms of use of the system could specify that decisions are binding as a contract. Yet other means of enforcement – such as the placement of negative reviews on public websites, shutting down domain names or server connectivity, or depreciating results in prominent search engines – were also discussed. A legislation breakout group contended that the inflexibility of international treaty concerning an ODR regime would be unhelpful at the moment, and that a pilot project employing a model law or guiding principle from UNICTRAL would be more apropos. In the meantime, it asserted that a soft law harmonizing instrument should be pursued that operates independently of local laws and at the same time allows for the resolution of extra-jurisdictional disputes as no such system currently exists.

The breakout group tasked with exploring regional concerns expressed several requirements for addressing idiosyncrasies from state to state. First, it asserted that a consumer redress model such as that proposed by the US to the OAS is necessary. It also stressed the importance of attending to the unique requirements of local consumers and businesses, as well as the attenuating global standards to local conditions. This, the group emphasized, requires cooperation between and among states. Additional requirements include ensuring that the system is accessible in local languages and that harmonization is not achieved at the expense of local norms.

IV. Conclusions

NEXT STEPS

It was evident from the two-day gathering that this meeting represented the beginning of a conversation, not its end. Many complex challenges were surfaced, and the various breakout groups made great progress in defining the problems and devising promising approaches for addressing them. At the same time, the construction of concrete implementation plans at the Vancouver colloquium was made unrealistic, due largely to the extent to which the broader context for the system is presently undefined. Many of the participants noted their intention to attend the UNCITRAL Working Group meeting in December 2010, and it was made clear that the conclusions of the Vancouver colloquium would be shared there. It was also clear that additional meetings like the colloquium – with a focus on the specifics of system administration, design, and execution – should likely continue in parallel to the UNCITRAL Working Group meetings as the latter are more likely to focus on legal or political questions. Garnering input from a variety of constituents, including representatives from developing and least developed countries, will be an important aspect of this work.

The Vancouver colloquium built on progress achieved at earlier meetings in Buenos Aires, Argentina (in conjunction with the 9th annual International Forum on ODR) and Stanford Law School. In much the same way, upcoming ODR meetings (such as the 10th annual International Forum on ODR in Chennai, India) would build upon progress achieved in Vancouver and Vienna. Operating in a constantly changing environment, the ODR system envisioned will most likely be sufficiently complex such that very few questions will ever be answered permanently. Instead, the system will evolve organically over time, and will require continuous refinement to account for new challenges. Attendees of the Vancouver colloquium indicated their desire to remain engaged with this effort moving forward, and offered their commitment to learn and refine these systems in-flight as new challenges present themselves. Similar future meetings will enable the reflection required to enable the system to grow and evolve. The authors offer a special note of thanks to the participants of the Vancouver colloquium:

Tracy Baker  Smartsettle  Canada
David Bilinsky  The Law Society of British  Columbia  Canada
Kari Boyle  Mediate BC Society  Canada
Colleen Cattell  Mediator  Canada
Mitch Chihara  NEC Corporation  Japan
Andrew Clark  Sunny Hill Consulting  Canada
Tim Cole  ICANN  United States
Louis Del Duca  Penn State Dickinson School  of Law  United States
Michael Dennis  Department of State Office of  Legal Adviser  United States
Frank Fowlie  ICANN  Canada
Fred Galves  University of the Pacific  McGeorge School of Law  United States
Dana Haviland  Independent  United States
Bruce Hiebert  Smartsettle  Canada
Susanna Jani  Mediate BC  Canada
Frances Kiteley  Ontario Superior Court of  Justice  Canada
Peter Knudsen  European Consumer Center  Denmark  Denmark
May-Britt Kollenhof-Bruning  Juripax B.V.  Netherlands
Kimberlee Kovach  South Texas College of Law  United States
Doug Leigh  Pepperdine University  United States
Zbynek Loebl  ADR.EU  Czech Republic
Agustin Madrid-Parra  Universidad Pablo De Olavide,  De Sevilla  Spain
Eiichiro Mandai  ODR Room Network Inc.  Japan
Janet Martinez  Stanford Law School  United States
William G. MacLeod  MacLeod & Company  Canada
M. Jerry McHale  Ministry of Attorney General  Canada
James Melamed  Mediate.com  United States
Paul Miniato  iCan Systems Inc.  Canada
Jennifer Nakamura  Hewlett-Packard  United States
Sue Pratt  Ministry of Attorney General  Court Services Branch  Canada
Vikki Rogers  Pace Institute of International  Commercial Law  United States
Martin Roy  Government of Alberta  Canada
Colin Rule  PayPal  United States
Trish Shwart  Ministry of Attorney General  Canada
Debora Slate  Crossroads Consulting  United States
Barbara Steele  VeriSign, Inc.  United States
Jessica Sullivan  Ministry of Attorney General  Court Services Branch  Canada
Gabriela Szlak  Instituto Latinoamericano de  Comercio Electrónico  Argentina
Ernest Thiessen  Smartsettle  Canada
Nicolas Vermeys Centre de recherche en droit public Canada
Aura Esther Vilalta Universitat Oberta de Catalunya Spain
Mohamed Abdel Wahab  Faculty of Law - Cairo  University  Egypt

APPENDICES

All of the presentations delivered at the Vancouver conference (as well as several
papers submitted by attendees) are available in‐line in the Online Agenda at
http://www.odrandconsumers2010.org/agenda.

All of the materials circulated in the conference binders and on a conference CD is
available for download at http://novomeeting.com/vancouver.zip. This file includes:
- UNCITRAL documents related to the ODR Working Group
- Provisional Agenda for the ODR Working Group meeting in December 2010
- UN Secretariat note on work in ODR
- ODR Note from the 43rd session
- US proposal to the OAS
- OAS documents
- Draft model law/cooperative framework
- Proposal for Global ODR Standard Setting body

AUTHORS’ CONTACT INFORMATION

This document is also available as an Adobe Acrobat (PDF) file here.

Alberto Elisavetsky

WEBCAST ACCESS: https://my.dimdim.com/formadordigital/

July 15 , at 12pm Local Time Buenos Aires Argentina

Broadcast www.odrlatinoamerica.com

Alberto Elisavetsky

IDEAS SOBRE UN SISTEMA INTERNACIONAL PARA EL CONSUMIDOR ODR

Por Graham Ross el 30 de Junio 2010
Publicado en www.odrandconsumers2010.org

Traducido por Freddy Ortiz Nishihara publicado en www.odrlatinoamerica.com

Estoy publicando a través de este medio mis ideas para un sistema internacional del consumidor en ODR . Empiezo con algunas ideas para determinar en que casos de omisión de acuerdos seria definible y que principios debería requerirse honrar a los vendedores, bajo un sistema determinado por una marca de la confianza y luego cubrir algunas ideas sobre cumplimiento y ejecución.

PRESUNCION DE LEGALIDAD Y USO PRACTICO EN EL PAIS DEL VENDEDOR

Si un vendedor no declara de otra manera, que la evidente posición mostrada en la pagina web (es decir no se vincula a aspectos que se presten a la confusión) cualquier decisión arbitral será decidida sobre la base que era una condición de venta que era utilizable (tanto practica como legalmente) en el país del vendedor. El ejemplo que di en Buenos Aires (basado en como nosotros – los de la sala de mediación- decidimos un caso para PayPal) fue el caso de un vendedor del Reino Unido a través de E Bay de faros delanteros de un carro a un comprador del mismo país, a quien mientras que se le describió correctamente el numero de modelo, no se definió que era solo de uso para Europa continental, es decir para manejar por el lado derecho, al mismo tiempo que el no había mal descrito el bien. Yo sugerí que el espíritu que deseábamos desarrollar en el consumidor del comercio electrónico, seria asignar al vendedor la responsabilidad de evitar el obvio mal entendido por parte de un razonable comprador quien supondría que dichas luces eran de uso en el Reino Unido.

PRESUNCION DE LEGALIDAD Y USO PRACTICO EN EL PAIS DEL COMPRADOR

Si los consumidores a los que apunta como objetivo un vendedor, se hallan dentro de un país (por ejemplo a través de PPC/ SEO colocaciones y diseño) diferente a aquel donde se halla basado aquel (Usando la prueba según la Directiva de Bruselas sobre jurisdicción que invalida las cláusulas sobre contratos de consumidor que intentan remover la habilidad del consumidor para demandar en su propio país. Entonces cualquier decisión arbitral será decidida sobre la base de que era una condición de venta que el bien fuese usable ( tanta legal como prácticamente) en ese otro país.
Loa anterior seria aplicable en la ausencia de evidencia de definición del mercado mas reciente. Esto podría reflejar así el mundo físico, pues en el caso que viaje a otro país, Ud. Espera que los bienes sean para ser utilizados en dicho país a menos que se halla establecido de otra manera. Pero si el vendedor viaja a vender a su país, entonces asumiría que tales bienes son de uso en su país.
NO ENTREGA
Los reclamos por falla en la entrega serán decididos de acuerdo a la extensión declarada por el vendedor en la etapa de pre venta y frente a potenciales riesgos de no entrega, por ejemplo aquellos originados en los embarques graduales, los agentes etc y no de acuerdo con alguna cláusulas protectivas.
COMERCIANTES SUSTITUTOS

La parte vendedora requerida para el cumplimiento con una decisión arbitral de resolución de disputa en línea será la de esa persona o compañía que se ha presentado en el sitio web declarando ser la vendedora única o con cualquier otra compañía o persona cada una por si, que también ha declarado ser vendedora dentro del acuerdo.

FORZANDO ISPS Y EL PAGO A LOS PROVEEDORES EN RELACION A LA ELIMINACION DE COMERCIANTES FRAUDULENTOS

( Sujeta a la visión de ICAAN y a mas consideraciones del detalle) ISPs y el pago a los proveedores que serán requeridos a cumplir con laudos arbitrales en relación a los vendedores por transacciones que ellos han facilitado (por mantener o motivar el pago y en el ultima instancia, incluirlos en casos en los que la ley del consumidor ha negado la devolución) en todas las transacciones de vendedores que daten de después de 14 días que las noticia les fue dada o se hayan enterado a través de una opinión escrita hecha llegar a ellos por medio de una apropiada autoridad policial especializada en fraudes, la que les ha informado que el vendedor ha cometido lo mismo en similares transacciones ( la idea aquí es motivar a desligarse de los comerciantes fraudulentos antes que ellos causen mas daño . Hay obvios problemas aquí que necesitan mas ideas detalles y discusión)

COSTOS Y EJECUCIONES

El consumidor ODR es la mayor valla- miremos el problema como esta ilustrado en el reporte sobre nuestro proyecto de Ombudsman en “href=http://www.theinternetombudsman.com/traget=”_bla….) con los centros de consumidores europeos. Dado el hecho que los proveedores del pago y ISPs ganan proporcionalmente del incrementado comercio electrónico, resultado de la confianza inspirada y mantenido por un efectivo sistema global de resolución de conflictos en línea. Ellas deberían contribuir con los verdaderos costos del proceso en los casos que resulten en el pago de una compensación por parte del vendedor.
Ellos pueden protegerse a si mismos obligando contractualmente al vendedor a reembolsar lo pagado a través de montos adicionales incrementados.
La pregunta es si esto debería aplicarse al monto compensatorio en si mismo y así de esta manera resolver legalmente el problema

COMENTARIO GENERAL

Un sistema de devoluciones podría ser introducido para reemplazar al sistema existente y requeriría la aplicación de la devolución en concordancia con el laudo arbitral o la solución mediada. A diferencia del sistema corriente de devoluciones que es manejados por leyes para el consumidor ( ejemplo en el Reino Unido 75% de los casos solucionados) que establece la responsabilidad concurrente en el suministrador de las compras y asi solo se aplica al pago con tarjetas de crédito, el nuevo sistema podría cubrir todos los métodos de pago, incluyendo los sistemas de pago con chequera y las tarjetas de debito.
Como mencionamos anteriormente la confianza seria regulada a través de reglas especiales.
Alternativamente una extensiva campana de de Marketing sobre “el vendedor seguro” podría generarse alrededor de un sello que asegure que los comerciantes genuinos entendieron que el mensaje de acatamiento voluntario al proceso de la resolución de disputas en línea era vital para generar ventas. Bajo este enfoque los bancos y proveedores de pagos podrían requerirlo en los procesos de financiamiento de compras como una condición para proveer facilidades financieras.
Tal iniciativa traería como beneficio que se aísle y se ponga en evidencia a los comerciantes que usan el fraude (así comprar de un comerciante que no muestre la marca de la confianza seria como comprar un ticket para un evento deportivo en la calle a un extraño, sin estar seguro que el mismo fuese verdadero o falso y que te permitirían el ingreso al estadio con el, siendo una especie de riesgo que tu tomas) y de esa manera se ayudaría significativamente a reducir los riesgos de transacciones fraudulentas.

I am posting here my thoughts  for an international  system of consumer ODR. I begin with some ideas for the basis on which cases would be determined in default of agreement and which principles  the sellers would be required to honour under a trustmark system and then cover some ideas on funding and enforcement.

PRESUMPTION OF LAWFUL AND PRACTICAL USE IN THE COUNTRY OF THE SELLER

If a seller does not declare otherwise in a noticeable position on the web page (ie not embedded in unread t&cs) any arbitral decision will be decided on the basis that it was a condition of sale that the item was usable (both practically and lawfully) in the country of the seller. The example I gave in Buenos Aires (based on how we – themediationroom – decided a case for Paypal) was the case of a UK seller on eBay of car headlights to a UK buyer  who , whilst correctly describing the model number, did not state that they were only of use for continental Europe ie for driving on the right.  Whilst he had not mis-described the item, I suggested the spirit we want ed to engender in consumer e-commerce would put the onus on the seller to avoid the obvious misunderstanding a reasonable buyer would make that the lights were of use in the UK.

PRESUMPTION OF LAWFUL AND PRACTICAL USE IN THE COUNTRY OF THE BUYER

If a seller actively targets customers within a country (eg through PPC/SEO settings and design) other than the one where the seller is based (using the test in the Brussels Directive on Jurisdiction which invalidates jurisdiction clauses in consumer contract t&cs that attempt to remove the ability of the consumer to sue in his own country) then any arbitral decision will be decided on the basis that it was a condition of sale that the item was usable (both practically and lawfully) in that other country.

The former would apply in the absence of evidence of market targetting under the latter. This would thus reflect the physical world in that if you tavel to another country you expect the items to be primarily for use in that country, unless stated otherwise,  but if the seller travels to your country to sell then you will assume they will be of use in your country.

NON-DELIVERY

Failure to deliver complaints will be decided according to the extent to which the seller declared pre-sale any potential risks of non-delivery eg dropshippers, agents etc and not in accordance with any protective t&cs.

SURROGATE TRADERS

The selling party required to comply with an ODR arbitral decision would be that person or company claiming on the website to be the seller jointly and severally with any other company or person claimed to be the seller within the t&cs.

FORCING ISPS AND PAYMENT PROVIDERS TO CUT OFF FRAUDULENT TRADERS:-

(Subject to view of ICAAN and more consideration of the detail) ISPs and payment providers to be required to comply with arbitral awards against sellers for transactions they have facilitated (by hosting or enabling payment and , in the latter case, including in cases in which consumer law driven chargeback has been denied) in all transactions from sellers dated 14 days after due notice had been given to them of a written opinion having been given by an appropriate police authority of fraud having been committed by the seller for similar transactions. (The idea here is to encourage ISPs to cut off fraudulent traders before they can do more damage. There are obvious problems here so needs much detailed thought and discussion).

COSTS AND ENFORCEMENT

Funding  consumer ODR is a major hurdle – see the problems as highlighted in the Report on our project (www.TheInternetOmbudsman.com) with the European Consumer Centres.  Given the fact that the payment providers and ISPs gain proportionately from the increased e-commerce resulting from the confidence inspired and maintained by an effective global ODR process, they should contribute towards the true costs of the process in cases resulting in an arbitral award against the seller. They can protect themselves by contractually obliging the seller to reimburse them through additional fees being raised.

Query whether this should apply to the award itself and thus in this way solve the enforcement problem.

GENERAL COMMENT:-

A chargeback system could be introduced to replace the existing system and which would require applying chargeback consistent with an arbitral award or mediated solution. Unlike current chargeback which is driven by consumer laws (eg in the UK s75 of the CPA) which place concurrent liability on the lender of the purchase monies, and thus only applies to payment by credit card, the new system would cover all payment methods including wallet systems and debit cards.

As above, ISP liability could be enforced through specially created ICANN rules.

Alternatively an extensive ‘Safe Seller’ viral marketing campaign could be generated around a trustmark to ensure genuine traders realised the message that voluntary submission to the ODR process was vital to generating sales. Under this approach the banks and payment providers could require buy-in by traders as a condition of providing financial facilities.

Such an initiative could have the knock-on benefit of so isolating and highlighting the fraudulent traders (buying from a trader not displaying the trust mark would be akin to buying a sporting event ticket from a street ‘tout’ knowing you could never be sure the stadium would allow you access and thus was a risk you knowingly took on) as to help significantly to reduce the fraudulent trading problem.

Alberto Elisavetsky

English translation: Sandra Untrojb, Thank’s a lot Sandra!

Interview

Iberoamerican Network  Computer Law Magazine (EDI)

Alberto Elisavetsky is a Public accountant, technology integrator specializing in distance education

Iberoamerican Network  computer law (EDI): What is ODR?

Alberto Elisavetsky (AE): The online dispute resolution (ODR) also known as electronic methods of dispute resolution in spanish Resolucion Electronica de Disputas (Red) were originated from the synergy between technology and alternative methods of dispute resolution to settle disputes arising on the Internet. Currently there are already in use in the management and transformation of  all types of conflict transformation from domestic to social.

The ODR facilitate conflict resolution through the transforming power of technology, which, as noted Katsh and Rifkin, is incorporated as the 4^th party  in the traditional tripartite model of conflict resolution.

EDI :How social network ODR Latinoamerican was born?
It was  born in November of 2008 as a necessity of the subscribers of a weblog created by my in September of 2006 www.resolucionelectronicadedisputas.com electronic Resolution of disputes, since the same demanded a participation mechanism that was in line with Web 2,0  Its direction is www.odrlatinoamerica.com

To date we have over 1600 active members worldwide and is the largest reservoir in Spanish of videos, notes and forums on the topic.

EDI: What would be a proper application and implementation of the resolution of disputes online?
AE: We can not speak about a proper application but we can say that human creativity, technology available and the study of conflict is generating various joints almost daily

There are more than 120 websites in the world both government and private which   offer different types of ODR / RED services, from commercial to social.

EDI- A few days ago was held in Buenos Aires one of the most important events at international level organized by You. Of what it consisted and which was the general balance  of it?

AE: The National Centre for New Technologies Applied to Dispute Resolution,from  University of Massachusetts, www.odr.info , the University  Institute of the Federal Police  IUPFA and ODR Latin American organized the 9th International Forum of Dispute  Resolution  and New Technologies under the auspices , which brought together specialists in the field from around the world . You may see information about the speakers at www.odr2010.com.ar & www.odrlatinoamerica.com .
It was attended by over 300 participants interested in this topic, as well as to evaluate the  available tools in the world also the  initiatives on the subject from a global perspective.

EDI: What projection do you see in terms of growth and use to the ODR?
AE: The field is enormous, for example in the framework of the OEA , under the scope of UNCITRAL we are working on an American project for the use of ODR to manage conflicts arising from e-commerce transactions,  from a cross-border management, for transactions of low amount but of great volume for example e-commerce portals, led by Colin Rule & Viky Rogers.

EDI: What does it take for dissemination and use were more important? (Keeps talking about ODR)
AE: Improving regional connectivity and the constant incorporation of immigrants and digital natives to the use of new information and communication technologies are creating spaces and the needs of use of ODR / RED almost automatically.

EDI: Within the framework of the event organized by you, The  University Institute of the Federal Police and the National Center of New Technologies Applied to the Resolution of disputes of the University of Massachussets, the vice-president of the Supreme Court of Law gave you  the Pilares  prize. Which was the reason?

AE: The reason for the prize is  my contribution to the knowledge, installation and development of the ODR in Argentina

EDI: What is the next step in the field of online dispute resolution? If  you  consider that there is
AE: : The next step is to continue spreading the possibility of using these tools (the ODR), like one more  alternative within those than the operators of conflicts have in their daily professional practice

We thank Alberto Elisavetsky

Alberto Elisavetsky

REPORTE DE LA CONFERENCIA DE BUENOS AIRES

Por David Bilinsky, Junio 3 del 2010
(Traducido por Freddy Ortiz Nishihara)

“ No llores por mi Argentina la verdad es que nunca te deje
A través de todos mis salvajes días mi loca existencia
Mantuve mi promesa, no me mantuve distante”

Musica de Andrew Lloyd weber y lírica de Tim Rice

Reporte de la Conferencia ODR en Buenos Aires

Sudamérica desarrollo su Primera Conferencia sobre Resolución de disputas en linea dirigida por el Dr. Alberto Elisavetsky hubieron al menos cinco temas mayores que se tocaron en el evento que se desarrollo entre el Miércoles 2 y el Jueves 3 en Buenos Aires, Argentina.

Primer tema: Necesidad de Educación en ODR

Muchas presentaciones enfatizaron sobre la necesidad para un mejor entendimiento entre consumidores, grupos industriales y otros de cómo las tecnologías pueden ser aplicadas para resolver las disputas ( ODR)
Los académicos en un nivel mas claro han profundizado sobre los principios que guían los ODR así como en las diferentes formas en las que los ODR pueden tomar en asistir a la resolución de conflictos, sin embargo, ello ha definido en muchas ocasiones la carencia de entendimiento de los ODR, particularmente entre los “inmigrantes digitales”, o sea aquellos que no crecieron
con la Tecnología, siendo esto un factor limitante, particularmente en el sistema legal. Esto fue traído a casa por la explosión en el uso de celulares en el mundo en desarrollo, el acceso a servicios basados en la web, desde la amplia red de Internet que todavía se halla en su infancia en estos países. Las generaciones mas jóvenes están ocupadas usando las nuevas tecnologías , mientras que los jueces y abogados tienen un pobre entendimiento y/o aprecio por como podría ser la tecnología integrada en los sistemas que ellos usan todos los días.

Segundo Tema: Si los ODR crecerán dentro de los sistemas legales o paralelos a ellos

Es ciertamente evidente que existen un grupo de organizaciones, individuos, industrias y entidades de gobierno que están a favor que los ODR sean un sistema que crezca aparte, pero paralelamente al sistema legal. La habilidad de usar ODR como un asunto de contrato privado ha sido demostrado en varios sistemas. En particular en Guatemala un Ombudsman en seguros ha sido desarrollado, para aquellas compañías de seguros que se adhieren a este programa, El Ombudsman empieza a ser en efecto un mediador entre el asegurador y el asegurado. La oficina del Ombudsman es establecida por la asociación de compañías de seguro. La decisión del Ombudsman es obligatoria para la compañía de seguros, pero no para el asegurado. Hay periodos de reparación en los cuales el Ombudsman debe tomar una decisión. No hay costo alguno para el asegurado por usar este servicio. La oficina del Ombudsman esta procurando tecnologías que hagan mas expedito implementar su proceso de toma de decisión. Si el asegurado no esta satisfecho con la decisión puede recurrir a las cortes. Este fue un gran ejemplo de cómo un sistema de ODR ha crecido paralelamente y mas grandemente en sustitución de un sistema judicial.
El desafío para los abogados y las cortes será traer los ODR y otras tecnologías para la resolución de disputas en la corte a menos que deseemos ver mas y mas disputas migrando al paralelo y privado sistema de resolución de disputas.

Tercer Tema: Las disputas que están usando ODR

Ciertamente que las disputas de menor valor para el consumidor son el mayor foco en el desarrollo de los sistemas de ODR como lo propone la UNICTRAL, sin embargo las disputas en el área del derecho de familia (Australia) fueron discutidos como siendo tratados basados a través del teléfono así como en los sistemas en línea. Una Estadística interesante que se ha incrementado era que la mayor parte de casos de familia/ divorcio/ acceso/ asuntos de apoyo se dieron en familias donde la edad de las partes era frecuentemente menor a 35 . Este grupo demográfico es familiar con la tecnología, así como en el acceso a la tecnología. Dados los grandes desafíos geográficos que se enfrentan en Australia. Solo este factor esta impulsando el uso de este sistema. Un beneficio auxiliar de usar estos sistemas tecnológicos es que las partes no son conducidas conjuntamente dentro del mismo cuarto al mismo tiempo; en casos que involucran violencia familiar, este es el mayor beneficio de este sistema.

Sur Corea demostró como ellos están manejando disputas del tipo B2C, B2B y C2C usando nuevas tecnologías. 88% de estos reclamos fueron menores a $ 500 US dólares. Ellos usan tradicionales ADR asi como las tecnologías de los ODR en este programa conjuntamente con una habitación de mediación en línea. Ofrecen un rápido, barato y no obligatorio procedimiento arbitral. Las cortes coreanas están empleando su sistema ODR y se espera que desarrollen una variedad de nuevos sistemas en el futuro.

Cuarto tema: El beneficio Potencial para el Tercer Mundo

Un grupo que espera beneficiarse de la propuesta de UNICTRAL para disputas de pequeño valor, negocio transnacional a resolución de disputas entre consumidores are los negocios localizados en el mundo en desarrollo.
Su acceso al mercado y la habilidad de los consumidores de hacer negocios con ese tipo de negocios ( valga la redundancia) es obstaculizada por la carencia de procesos de resolución de disputas de costo efectivo para el consumidor. Coherentemente, por ello no debería ser ninguna sorpresa de las visiones de los ODR como un importante paso para incrementar el intercambio y comercio con el mundo desarrollado.

Quinto Tema: El Mundo no espera por nadie

Las personas trabajando y promoviendo ODR están mayormente debajo de los 30. Este es un mundo que esta siendo desarrollado por estudiantes con un PHD, jóvenes académicos y otros. Ellos están en el otro lado de los “digital divide” la mayoría sobre los 30. Ellos siempre vivieron con tecnología. Su punto de vista del mundo, su aceptación de la tecnología y su impaciencia en relación a como las cosas son versus la forma en que ellas deberían ser, es terriblemente aparente. Ellos están ocupados rehaciendo el mundo, es terriblemente aparente. Ellos están ocupados rehaciendo el mundo en la forma en la que ellos piensan debería ser. Ellos están junto en esta búsqueda con otros quienes mientras son “inmigrantes digitales” también comparten el punto de vista de las mayorías juveniles y están actuando como mentores, asesores de facultad y colegas de ellos.

La próxima Conferencia Internacional de ODR se realizara en Vancouver, Columbia Británica el 1 de Noviembre del 2010. Esta será la ultima oportunidad para jueces, abogados, académicos, árbitros, mediadores, grupos industriales, gobiernos y otros para ganar una apreciación de primera mano acerca de las personas detrás de las ODR y sus iniciativas. Este mensaje ha sido un cruce de información para el blog de ODR, el mismo que ha sido desarrollado como parte de esta conferencia ( sitio web)
Mientras que los días de extrañeza sobre los ODR pueden haber llegado a su fin, al ritmo en que estos se insertan en lo tradicional y empiezan a llevar a cabo su promesa, es importante que aquellos de nosotros que nos hallamos en el otro lado, no mantengamos nuestra distancia, debiendo mas bien observar y aceptar que debemos ayudar a posicionar los ODR dentro del sistema legal.