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Dispute resolution in the internet century 互联网世纪的争端解决 Speaker: Tomáš Hülle 翻译人:许靓 马腾飞. Presentation content 报告内容. 1. Situation in the world 世界范围的情况 2 . Basics of Online Dispute Resolution 在线 争议解决 机制 的基本原理 3. Key controversial aspects 主要的争议点 4. Presentation of major ODR platforms
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Dispute resolution in the internet century 互联网世纪的争端解决 Speaker:Tomáš Hülle 翻译人:许靓 马腾飞
Presentation content报告内容 • 1. Situation in the world 世界范围的情况 • 2. Basics of Online Dispute Resolution 在线争议解决机制的基本原理 • 3. Key controversial aspects 主要的争议点 • 4. Presentation of major ODR platforms 主要的在线争议解决平台的展示 • 5. ODRs future 在线争议解决机制的前景
Ecommerce电子商务 • Signs of this time? 这个时代的标志? • How do you shopping? 你怎么购物? • Raise of E-commerce worldwidely 电子商务的提出遍及全球 • Challenges? (Cross-border v. National) 挑战?(跨境v.国家的挑战)
Judicial problems司法问题 • Obstacles faced by national justice (v. ODR)国家司法所面临的阻碍 (v. 在线争议解决): • Differences in the legal systems法律体系的差异 • Speed效率 • Costs诉讼费用 • Presence at the court出庭 • Order of hearings and strict procedure 举行听证会的命令和严格的司法程序 • Geographical limitations地理限制 • Adversial nature处于不利地位的本质 • Time availability时间可用度 • Involved judge not specifically educated in the matter 参与办案的法官没有受过特别的有关此类争端的培训
Presentation content报告内容 • 1. Situation in the world 世界范围的情况 • 2. Basics of Online Dispute Resolution 在线争议解决机制的基本原理 • 3. Key controversial aspects 主要的争议点 • 4. Presentation of major ODR platforms 主要的在线争议解决平台的展示 • 5. ODRs future 在线争议解决机制的前景
What is ODR?什么是网上争议解决? • Many definitions, most widely recognized included in the future UNCITRAL Rules: “Mechanism for resolving disputes facilitated through the use of electronic communications and other information and communication technology”. • 关于在线争议解决机制存在许多不同的定义,最为普遍认同的一种,也是将被收录在以后联合国国际贸易法委员会规则中的定义是:“通过使用电子通信和其他信息及通信技术的帮助而解决争端的机制。”
What is ODR?什么是在线争议解决机制? • Key elements (very broad) – not accepting 5th party view: 主要的要素(非常广泛)—不接受第五方的观点 • Resolving disputes 解决争端 • Use of ELECTRONIC communications 电子通讯的使用 • Information and communication technology 信息和通讯技术
Presentation content报告内容 • 1. Situation in the world 世界范围的情况 • 2. Basics of Online Dispute Resolution 在线争议解决机制的基本原理 • 3. Key controversial aspects 主要的争议点 • 4. Presentation of major ODR platforms 主要的在线争议解决平台的展示 • 5. ODRs future 在线争议解决机制的前景
Why do we need it?我们为什么需要在线争议解决机制? • Problems of classic dispute resolution in the cross-border transactions 跨境交易中,传统的争端解决方式有许多亟待解决的问题。 • „It is beneficial to violate law“ for business, mostly in the civil law countries (principle of full compensation) 为了交易目的,违反法律是有有利可图的,尤其是在大陆法系国家(完全赔偿原则)。 • EU: Non-existent redress system blocks trust in the eCommerce (trustmark) 欧盟:不存在补偿制度阻碍了对电子商务的信任(信誉标志)。
Trustmark信誉标志 • Definition: A label or visual representation showing participation in the trustmark scheme. A subscriber to a trustmark scheme can display a trustmark if he meets the trustmark requirements. (Bogdan Manolea) 定义:表明参与信誉标志计划的一种标签或直观表示。信誉标志计划的签署者如果符合了信誉标志的要求就可以展示一个信誉标志。 (Bogdan Manolea) • Can guarantee e.g. refund as one of the motivations 信誉标志可以有保证,例如退款就是其中一个激励制度。
Consumer worries消费者的忧虑 • Main concerns: 主要的顾虑: • fraud 欺诈 • problems with delivery 交货问题 • what to do if problem arises? 问题产生后怎么办? • Two solutions: 两种解决方法: • provide information 提供信息 • provide redress system建立赔偿制度
Existing situation现状 • There is more than 80 different ODR system 目前有超过80种在线争议解决的方法 • Mobile phones, credit cards, access to the internet, mobility etc. - numerous influential factors show potential 移动电话,信用卡,访问互联网,机动性等-有许多重要的因素都显示了它的潜力。
Presentation content报告内容 • 1. Situation in the world 世界范围的情况 • 2. Basics of Online Dispute Resolution 在线争议解决机制的基本原理 • 3. Key controversial aspects 主要的争议点 • 4. Presentation of major ODR platforms 主要的在线争议解决平台的展示 • 5. ODRs future在线争议解决机制的前景
Existing models现存的模型 • Typology:类型学 • Commercial 商业的 (Modria, Juripax, Adjusted Winner...) (Modria是一种在线购物纠纷处理平台, Juripax是一种在线调解平台, Adjusted Winner调整赢家法) • State regulated (UNCITRAL, ECC-Net, Austrian Internet Ombudsman) 国家规定的(联合国国际贸易法委员会、欧洲消费者网络、奥地利互联网监察) • Internal corporate (Inside corporation, Benoam)国内公司(企业内部, Benoam)
External corporate (Ebay) 国际公司(Ebay) • Transnational organisation (UDRP, ADR., EU) 跨国组织(统一域名争议解决政策、替代性纠纷解决机制、欧盟) • Consumer (BBB, Agencia Catalana de Consum)消费者(better business bureau商业改进局、Agencia Catalana de Consum【西班牙语】) • Arbitration institutions (ICC, CIETAC, CMAP) 仲裁机构 (国际商会、中国国际经济贸易仲裁委员会、马里兰州网络专业中心协会) • Interested organisations (Chargeback) 利益相关组织(退款)
Adjusted Winner调整赢家法 • Established on the academy ground by researchers from NYU 由来自纽约大学的研究员构建起来 • Interest based system 基于利益的系统 • Issues: Family Law, International/Business Negotiation 应用问题:婚姻家庭法,国际/商业谈判 • Binding nature based on the agreement of the parties 基于当事人的协议的约束性 • Mathematic model – immediate results 数学模型——立竿见影的结果
Juripax (Modria) • German-Belgium provider德国—比利时供应商 • Provides role of 4th and 5th party, but mainly 4th (provider of technology instead of platform) 提供第四方和第五方的角色,但是主要是第四方(提供技术而不是平台) • Core business: family law, labor law and small sale claims 核心业务:婚姻家庭法、劳动法和小型销售索赔 • Multi-tier provider: 多级供应商: • 1. Facilitate handling of questions and issues – diagnosis, analysis etc. 帮助处理纠纷问题——诊断和分析等 • 2. Assitence to resolve the dispute effectively 有效帮助有效解决纠纷
European Union欧盟 • Adopted ODR Regulation and ADR Directive采用了在线争议解决机制的规则和替代性纠纷解决机制的方针 • Chosen Ombudsman model which refers consumers to the trustworthy and chosen national providers 选择了监察模型,指引消费者选择值得信赖的国内供应商 • Most significant challenge – industry participation – guaranteed by trustmark awarded by EU 最重要的挑战——行业的参与——由欧盟授予的信誉标志的保证 • Is it enough?它足够了吗?
ECC-Net欧洲消费者网络 • = European Consumer Centres Network (alternatives – OAS or ERIA) 欧洲消费者网络 (其他的——美洲国家组织、东亚东盟经济研究中心) • 29 Consumer centres around EU (Norway and Iceland) 欧盟有29个消费者中心(挪威和冰岛) • Main goal is assistance with cross-border cases to consumers 主要的目标是向消费者提供跨境案件的帮助 • Number of cases: more than 70.000 cases per year案件数量:每年超过七万例
ECC-Net欧洲消费者网络 • Mechanism: 运行机制 • Offer advice – practical or legal 提供建议——实践的或者法律上的 • Direct consumer to dispute resolution scheme 指引消费者到争议解决计划 • Contact company in other EU state 联系在欧盟其他国家的公司
However, it does not have any legal authority但是,它不具有任何法律权力或权威 • Main results: Mutual agreement 主要的结果:相互协定 • Main problem: No communication from the trader 主要问题:交易者没有参与沟通 • ADR providers are localADR 替代性纠纷解决机制的提供者都是当地的 • Main areas: car rents, airline disputes, travelling, online shopping 主要领域:汽车租赁、航线争议、旅游、在线购物
BBB service model商业改进局服务模式 • Similar to the ECC-Net 与ECC-Net即欧洲消费者网络相似 • 122 contact places 122个联系点 • Firstly is double-checked interest of the trader to handle the situation 首先是复核交易者处理这一情形的利益 • If not, several different ADR processes can be launched (30 days average lenght) 如果不是,可以发动一系列不同的替代性纠纷解决机制过程(平均30天)
Complex system of different trustmarks for businesses based on their involvement – transparent, trustworthy etc. 不同交易的信誉标志的复杂系统是基于他们的参与度——透明,值得信赖等。 • Not really ODR due to weak online part 由于在网络部分比较淡薄,还不是真正的在线争议解决
UNCITRAL联合国国际贸易法委员会 • Transnational low value, high volume B2B and B2C disputes 跨国低价值,高容量的企业对企业的电子商务模式和企业对消费者的电子商务模式纠纷 • Human based system 以人为本 • 3 steps classic model: 传统的三部曲模式: • Negotiation谈判 • Facilitated settlement帮助解决 • Arbitration仲裁
UNCITRAL联合国国际贸易法委员会 Four key document will establish system: 建立系统的4个关键文件 Substantive legal principles for deciding cases决定案件的实质性法律原则 Guidelines for ODR providers and arbitratorsODR的提供者和仲裁员的指导方针 Minimum requirements for ODR providers and arbitrators ODR的提供者和仲裁员的最低需求 Cross-border enforcement mechanism 跨国的实施机制 4 words to remember: simple, efficient, effective and transparent 记住4个词:简单 效率 有效 透明
UNCITRAL联合国国际贸易法委员会 Basic description:基本描述: Binding, automatic enforcement (chargeback or reversal) 有约束力且自动的执行(退款或取消) Precedens model (3 years in the past except B2C) 先例(过去3年内的案例,企业对消费者的电子商务模式除外) Costs will not be covered 费用不包括在内
Blue button“ method of imlementation (plus pre and post agreement – double click) “蓝色按钮”履行的方法(再加上前后的协议—双击 Avoidance of PIL – codes, principles, model claims etc. 避免公益诉讼—规范、原则、索赔模板等等 Simple cases, rest excluded, counter claims allowed 允许简易案件,其余的排除,反诉等 Battle of predetermined forms 关于预先确定的形式的争论
UNCITRAL 联合国国际贸易法委员会 Financing must be disclosed (independent on sole provider) 财政必须要公开(避免唯一的提供者) Statistics as in the UDRPUDRP 统一域名争议解决政策中的统计结果 Confidentiality protected by using technical and legal tools 使用技术工具和法律工具保护机密性
UDRP (WIPO)统一域名争议解决政策(世界知识产权组织) Subject: Generic Domain Names – What is it?主题:通用域名-是什么? Institution: ICANN/4 courts: 机构:ICANN/4法庭 互联网名称与数字地址分配机构 WIPO, WIPO 世界知识产权组织 NAF (National Arbitration Forum), NAF(国际仲裁庭) Asian Domain Dispute Resolution Centre (4 cities)亚洲领域纠纷解决中心(4个城市) Czech Arbitration Court捷克仲裁庭
Fast and adjusted arbitration procedure 快速且适合的仲裁程序 Lenght: 2-3 months 耗时:2-3个月 Enforcement: Automatic through ICANN 执行:通过ICANN互联网名称与数字地址分配机构 自动执行
UDRP – claims统一域名争议解决政策-索赔 Claimant must prove: 申诉方必须证明: Domain name must be identical or similar to his trademark or service mark 域名与其商标或服务商标完全一致或相似 Registrant has no legitimate right or interest in the domain name 登记者没有合法权限或其对该域名有兴趣 Domain name was registered and is used in bad faith 域名是在欺诈的条件下注册和使用的
UDRP (WIPO) 统一域名争议解决政策(世界知识产权组织) Number of arbitrators – 1 vs 3 仲裁员的数目:1-3人 Fees – 1500/4000 USD vs. 2000/5000 USD费用:1500/4000 USD vs. 2000/5000 USD Costs and damages – cannot be awarded讼费和损害赔偿费用:不能预估 Legal representation – not obligatory 法律代理:不是义务代理 Appeal – generally not, but UDRP process does not restrict from litigation 诉讼请求:通常没有,但是UDRP程序并没有限制
ICC, CIETAC etc.国际商会、中国国际经济贸易仲裁委员会等 It is not ODR, it is more like an arbitrationn handled by using electronic tools 这并不是ODR,它更像是使用电子工具来解决仲裁 ICC: Secured communication channel through website + handling and storage of documents (avoids e-mail communication) 国际商会:网络上有保证的交流频道+处理并储存文件(避免通过邮件交流)
CIETAC: Major issue are only „how to communicate, e-discovery“, but it is generally still arbitration 中国国际经济贸易仲裁委员会:主要的问题仅是“怎么使用电子搜索交流”,但其仍被视为是仲裁 CIETAC: Many deadlines included 中国国际经济贸易仲裁委员会:包含大量截止期限 Where does it lead? 它指引我们走向哪里?
Benoam Hard to get publicly available information 难以获取公开信息 Internal within Israel Insurance Association (electronic platform) 以色列国内的保险行业协会(电子化平台) Reason: Numerous proceedings between insurance companies resulting from subsequent claims 原因:众多保险公司之间的诉讼造成后续索赔 Precedental basis 先前的基础
Collective arbitration agreement signed by all insurance companies in Israel 在以色列,所有的保险公司签署了一份集体仲裁协议。 Automatic enforcement through money tranfers 通过金钱的转移实现自动执行
Ebay What is eBay? (B2B, B2C, C2C transactions)eBay是什么?(企业对企业的电子商务模式,企业对消费者的电子商务模式,消费者对消费者的电子商务模式交易)。 Two basic claims (U.S.): 两个基本赔偿(U.S.) Items not received没有收到货物 Items not as described货物与描述不符 Number of cases: 60 million each year (average value 100 $) 案件数量:每年60,000,000件(平均每件100美元)
Preventive measure is taken due to feedback system – informative decisions (trustmark system) Covers only original purchase price and shipping采取防护措施是由于反馈系统导致的—信息决策(标志系统) 只包含原始购买价和运费
Ebay ODR complain procedure (Ebay Buyer Protection Policy): ODR投诉程序(Ebay买家保护政策): Case must be opened within period of 4 and 32 days after listing (seller) 案件必须在清单后的4到32天内公开透明(卖方) Case must be submitted within 45 days since payment (buyer) 案件须在支付日后45天之内提交(买方) Automatic transfer of money 自动转移金钱
1 step: Facilitated negotiation (contacting each other) 第一步:协商(联系双方当事人) 2 step: Decision by eBay based on its full discretion 第二步:eBay的决定基于其充分的自由裁量权
Ebay Claims:赔偿: Refund退款 Alternative delivery更换 Discount打折 Claims are handled through PayPal corporation owned by Ebay 赔偿由Ebay旗下的PayPal公司解决 Right to appeal申诉权 Authority – prior procedural approval from sellers, including automatic financial compensation through PayPal channel 授权—来自卖家的程序上的预先核准,包括PayPal通道的自动赔偿
Allegro Similar to Ebay system (auction server) 与Ebay 系统相似(拍卖服务器) Implementation is different, because Allegro does not own PayPal 履行有所区别,因为Allegro没有PayPal。 Allegro (Aukro) compensates buyer who transfers all rights, including criminal liability assitance to Aukro which proceedsAllegro (Aukro)赔偿那些转移了所有权利的买方,包括对Aukro的刑事责任协助。
Chargeback退单拒付 Credit card owner system run by banks 由银行运行的信用卡主人系统 In the United States are firms ordered by law to provide this service 在美国是由法律规定的公司提供这种服务 Only for B2C transactions 只为企业对消费者的电子商务模式交易提供 Covered issues vary from bank to bank – usually for cases of: 包涵不同银行之间的问题—通常包括以下类型的案件:
non-delivery, 不交付 substantially different goods delivery, or 与原货物根本不符 counterfeited goods etc. 假冒伪劣产品等
Chargeback 扣款 Cases can be arbitrated, but at the beginning, money are transferred automatically to the consumer for free 案件可以通过仲裁解决,但是在那之前,钱可以自动向消费者转移,不收取任何费用。 Seller can either object and get money back automatically with fee paid or give up 卖方既可以拒绝,自动取回钱,也可以放弃。 Either way – it is very costly to proceed 不管哪种方法—想要继续进行,费用都十分昂贵。
Presentation content报告内容 • 1. Situation in the world 世界范围的情况 • 2. Basics of Online Dispute Resolution 在线争议解决机制的基本原理 • 3. Key controversial aspects 主要的争议点 • 4. Presentation of major ODR platforms 主要的在线争议解决平台的展示 • 5. ODRs future 在线争议解决机制的前景
Future progress网上争议解决的前景 Classic dispute resolution lawyer will not disapper, their role will change. 传统争议解决的律师并不会消失,只是他们的角色会发生变化。 ODR systems must provide something additional than being just a tool. ODR系统必须提供更多而不是仅仅作为一个工具。 Artificial Intelligence might be one of future.options人工智能将会成为期权的一种。
Future progress网上争议解决的前景 Existing systems vary significantly based on the subject matter. 现有系统会根据标的物的不同产生重大变化。 Lawyer and businessmen are always responsible for proper analys. 律师和商人会始终作出适当分析。
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