Cross-Border ODR Pilot

1. Cross-Border ODR Pilot ODR should be nice and easy This flower is a hypothetical example of one of many logos or trustmarksof different ADR/ODR interconnected programs Buyerclicks on a websiteofa consumer center (e.g. ECC-NET) orotherrecognized ODR provider (e.g. BBB) Buyerclicks on a websiteoftheseller 15 November 2011

2. Again, this is a hypothetical example of one of cross-border ODR platforms participating in the global ODR system. The purpose of the next few slides is to show how a cross-border ODR platform or application might look like. 15 November 2011

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5. ODR language Initially, the cross-border ODR is workable for simple, narrowly defined fact-based claims and many e-commerce claims are like that. The system can be gradually extended in the future. 15 November 2011

6. Goods or Services Not Received Agreeddeliverydatewas on ___ [DATE], nothingwasreceived by thatdate. • Thesellermustdeliverthegoodsorservicesthat are described in thecontract. • Thebuyer has a right to receivethegoodsorservicesthat are described in thecontract. Item not received 15 November 2011

7. Zboží nebo služby nebyly poskytnuté Dohodnuté datum dodání bylo dne ___ [DATUM], a k tomuto dni nic nedošlo. • Prodávající musí dodat zboží nebo služby, popsané ve smlouvě. • Kupující má právo obdržet zboží nebo služby, popsané ve smlouvě. This slide illustrates how language issue can be resolved. It is possible to standardize the ODR process communication for simple, narrowly defined fact-based e-commerce claims and localize it in as many languages as possible. Zboží nedošlo 15 November 2011

8. E-Commerce Resolution Interchange (ECRI) Firstworking draft: “… Italsoenables full unlimitedparticipationintoredresssystemsforpersonswhomayhavedifficultycommunicatingeffectivelywithtextualcommunication. The use of ECRI will greatly facilitate participation through the reduction of barriers for certain populations. • ECRI License ….. • Furtherdevelopmentof ECRI … • ECRI • Claims in a Complaint” ECRI is a name of a proposed ODR communication quasi-standard. We have prepared first working draft of ECRI. ECRI should be finalized during the proposed pilot. Item not as described 15 November 2011

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10. Where the Complaint will go? ODR will include negotiation, mediation/arbitration decision enforcement To theseller and a consumer center or ODR provider ifbuyerclicks on a websiteof a consumer center or ODR provider . The center/ODR provider will forward complaint to a participating center/ODR provider in seller’s country.This provider willapproachtheseller so thattheselleraccepts ODR in this case To thesellerifbuyerclicks on a websiteoftheseller. Thatmeanstheseller has publiclyoptedfor ODR 15 November 2011

11. What do we need? Anatomy of a global ODR ODR programsparticipating in thecross-border ODR need to: • meetconsistentcriteria and operateundersimilarrules; • eitherbeaccreditedorreviewed by respectivenationalregulator(s) prior to theirparticipation; • ifpossiblebeassisted by interlinkedconsumercentersprovidingguidelines to consumers and outreach to domestic online sellers; • incorporatecommon ODR procedurallanguage/communication standard understandableto all ODR providers and consumercenters, in order to enableself-resolution as well as third-party mediation/arbitration; and • operateas an online platform, implementing thecommon ODR language and minimum common technology requirements. Item shipped 15 November 2011

12. Future global cross-border ODR systems must incorporate: • Minimum common ODR rules and standardsfor ODR providers and neutrals, i.e. resultsoftheworkof UNCITRAL Working Group III; • Cross-border ODR infrastructureinterconnectingall ODR stakeholders; and • A viableway to set up and implementthecommon ODR rules and cross-border ODR infrastructurewhileatthesametimesupportingthe establishment ofvarious ODR programs on a globalorregionalbasiscompeting and complementingoneanother. 15 November 2011

13. UNCITRAL Working Group III 15 November 2011

14. Cross-border ODR Data Exchange Architecture An ODR Data Exchange will be established to host a Central Case Database containing information on disputes between online buyers and sellers regionally/ worldwide Every case in the database will have its data structured in the same way, for instance: CentralCaseDB Case ID: (8 integers)Complainant name: (60 characters)Complainant email: (60 characters)Respondent name: (60 characters)Respondent email: (60 characters)Transaction date: (date)Complaint date: (date)Website where complaint originated (URL)… Every case will also be classified with reason codes indicating the complaint type, the preferred resolution, the response and the offered resolution, making translation less of an issue Proposed ECRI Standard 56: Item Not Received58: Item Broken66: Item Not Authentic 72: Item Not as Described … 15 November 2011

15. Cross-border ODR Data Exchange Architecture ODR Data Exchange will include the following: - Necessary central databases (e.g. list of accredited ODR providers); - ODR communication standard (ECRI); - Minimum technology requirements on ODR providers; - Application to operate the central databases; and - Implementation of the above issues provided as a service These are components of the ODR Data Exchange, one of the necessary instruments of a global ODR Item broken 15 November 2011

16. Cross-border ODR Data Exchange Architecture ODR Data Exchange Technology neutral standard data structureswillenablean ODR Provider to use itsownapplicationwhichinterconnectswithitsexisting case administrationsystem ODR Providercanalsoobtain such applicationfrom a third party provider, togetherwithquickupdatesof ECRI enhancementsand support services (software as a service) CentralCaseDB ODR Provider seller buyer NationalConsumer Protection Authority Local Consumer Protection Agency 15 November 2011

17. Cross-border ODR Data Exchange Architecture ODR Data Exchange ODR Data Exchange will enable different ADR/ODR providers and participating consumer centers to keep their look-and-feel and still communicate with each other. It might also implement region-specific ODR programs (e.g. within EU) while keeping global interoperability. CentralCaseDB ECC-NET forms and look-and-feel BBB forms and look-and-feel ODR Protocol seller buyer NationalConsumer Protection Center Global Trustmark 15 November 2011

18. Cross-border ODR Data Exchange Architecture ODR Data Exchange If the seller does not implement issued ODR awards, the national consumer authority can take enforcement actions; the decision may be enforced via private enforcement intermediaries (e.g. payment channels) and the default of the merchant may also be published by the ODR Data Exchange Private enforcement via chargeback, Paypal, etc. CentralCaseDB Specific internet penalties (naming-shaming, etc.) seller NationalConsumer Protection Authority 15 November 2011

19. Cross-border ODR Data Exchange Architecture ODR Data Exchange € € ODR Provider 1-n Seller 1-n ODR Data Exchange will not be handling any cases and will not market itself to consumers and/or online sellers. Users of ODR Data Exchange service (accredited ODR providers and consumer centers) will market its services publicly. Regional implementations of ODR Data Exchange can serve as a collection agent of regular small fees from online sellers for their use of the regional ODR logo (e.g. ECC-NET ODR), or an existing trustmark, or logo of an ODR provider (e.g. ADR.EU) to cover costs of case handling by regional or national ODR providers. In addition, ODR Data Exchange will contain principal information for buyers and sellers online (links to consumer centers, commonly structured statistics etc.) and can be connected with international public awareness campaigns. 15 November 2011

20. Service Team Service Team of ODR Data Exchange willprovidethefollowing: • multi-lingual ODR applicationimplemented in a cloud and provided as a white label service to accredited ADR/ODR providers and consumercenters; • maintenance and operation of central databases of the cross-border ODR system (e.g. database of accredited ODR providers and neutralsorblack list ofsellerswhich do not implementissueddecisions); • providing consultations andimplementation services to ODR programs; and • maintenance of a global ODR communication standard and minimum technicalrequirements so that ODR providers are • .able to implementtheirownunique ODR solutionsconsistentwiththepublished • specification. 15 November 2011

21. Service Team I. ODR providers/consumer centers will receive: - ready to be implemented cross-border ODR solution; - updated specifications; - maintenance of central databases; - consulting and implementation services II. ODR providers/consumer centers will: - localize communication standard and ODR Rules; - promote implementations of ODR Data Exchange to consumers and online sellers in their respective countries. Not paid 15 November 2011

22. Proposal to Pilot ODR Data Exchange We would like to pilot ODR Data Exchange starting from January 2012. The pilot will be officially announced during the UNCITRAL ODR WG meeting in Vienna in November 2011. BBB and ADR.EU are the first interested participants. We are in discussions with organizations from several countries from Europe, Asia and South America. We expect other organizations will join after pilot is announced. 15 November 2011

23. Proposal to Pilot ODR Data Exchange Firststageofthe pilot will last fromJanuary to May 2012 and willincludethefollowing: • Verification and testing of the proposed functions of ODR Data Exchange application; • Finalizationofthe ODR communication standard and minimum technology requirements on ODR providers; • Clarification of costs involved for ODR providers with administering cross-border ODR disputes; • Necessity/desireabilityof some kind of coordination structure of the ODR stakeholders using ODR Data Exchange; - Contacts and discussions with payment channels and with associations of online sellers and large online sellers. EVERY PILOT PARTICIPANT WILL C COVER ITS OWN COSTS Discount 15 November 2011

24. Proposal to Pilot ODR Data Exchange Results of the first stage of the pilot will be announced during UNCITRAL meeting in May 2012. During the second stage of the Pilot (till October 2012) the ODR Data Exchange will be finalized. We expect ODR Data Exchange to be put into live operation in the fall of 2012. Replacement 15 November 2011

25. Cross-border ODR Pilot Thank you for your attention. Zbynek Loebl zbynek.loebl@adr.eu 15 November 2011