论我国电子商务纠纷在线调解解决机制的完善

发布时间：2018-03-29 07:29

本文选题：电子商务　切入点：在线调解机制　出处：《太原科技大学》2017年硕士论文

【摘要】：在线争议解决机制是随着互联网的发展,传统的纠纷解决机制与互联网的结合而产生的一种新型纠纷解决机制,在线调解是其中最重要的一种纠纷解决方式。在线调解与传统的离线调解在本质上一致的,区别在于它们的形式不同,在线调解是发生在网络上的调解,所以在线调解具备除了充分体现当事人的自愿,能够经济、方便、快捷地解决争议的特征以外,它还有受网络技术制约的特性。在线调解机构的长期运营和发展与它的运营模式和经费来源是有密切关系的,目前国际上虽然有免费的服务模式,但是付费的服务模式是占主要市场的,只是区别在于服务费是由双方按比例支付还是由商家一方支付。国外的在线调解机制发展较早,在线调解机构也设立的较早,典型的有在线欧姆巴兹办公室、赛博庭、在线调解者、互联网中立者等,国内的在线调解机制起步较晚,相关的机构也较少,以中国在线争议解决中心、淘宝网的内部纠纷解决机制、众信中心为代表。通过对传统纠纷解决机制和在线调解机制的对比,可以发现利用在线调解机制解决电子商务纠纷具有节约成本费用低、程序简便效率高、维系人际和谐、充分体现当事人自愿等优点,同时这也能满足消费者、商家乃至社会的需求。然而在线调解机制目前在我国还存在诸多问题:该机制尚未被法律认可,缺乏立法保障;在线调解的运行是依靠机构的自制规则缺乏统一的程序规制;缺乏配套的保障机制和信用体系;由于宣传不到位,公众对其不甚了解且尚不能信任;在线调解协议不具有执行力和履行困难等。针对这些问题,可以从以下方面着手来完善完善我国的在线调解机制:将在线调解机制纳入《人民调解法》调整范围,使其得到法律的认可,获得立法的保障;制定统一的程序规则,对在线调解机构形成统一的规范;构建相关的配套机制,建立统一的信用体系,预防减少电子商务纠纷的产生,利于在线调解机制的发展;由政府、电子商务平台等共同宣传在线调解制度,增强公众对它的认识,提高公众的信任度;赋予在线调解协议执行力,建立相关的执行机制,保障在线调解协议的执行。
[Abstract]:With the development of the Internet, the online dispute resolution mechanism is a new type of dispute resolution mechanism, which is produced by the combination of the traditional dispute resolution mechanism and the Internet. Online mediation is one of the most important dispute resolution methods. Online mediation and traditional offline mediation are essentially the same. The difference lies in their different forms. Online mediation is a mediation that occurs on the Internet. Therefore, in addition to fully reflecting the voluntary nature of the parties concerned, online mediation has the characteristics of being economical, convenient, and quick in resolving disputes. It also has the characteristic of being restricted by network technology. The long-term operation and development of online mediation institutions are closely related to its operating mode and sources of funding, although there are free service models in the world at present. However, the service mode of payment accounts for the main market, but the difference lies in whether the service charge is paid by both parties proportionately or by the merchant. Overseas online mediation mechanisms developed earlier, and online mediation organizations also set up earlier. Typical of these are the online Ombaz office, Cyberspace, online mediators, Internet neutrals, etc. The domestic online mediation mechanism started relatively late, and there are fewer related institutions. The China online dispute Resolution Center is the center for online dispute resolution. Taobao's internal dispute resolution mechanism is represented by Zhongxin Center. By comparing the traditional dispute resolution mechanism with the online mediation mechanism, we can find that the use of online mediation mechanism to resolve e-commerce disputes has low cost savings. The procedure is simple and efficient, maintains interpersonal harmony, fully embodies the advantages of the parties' willingness, and at the same time, it can also satisfy consumers. However, there are still many problems in the online mediation mechanism in our country: the mechanism has not been recognized by the law and lacks the legislative protection, the operation of the online mediation is based on the lack of unified procedural regulation of the self-made rules of the organization; Lack of supporting safeguards and credit systems; lack of public understanding and trust due to lack of publicity; lack of enforcement and implementation difficulties of online mediation agreements. We can perfect the online mediation mechanism of our country from the following aspects: bring the online mediation mechanism into the adjustment scope of the people's Mediation Law, make it be recognized by the law, obtain the protection of legislation, formulate the unified procedure rules, To form a unified standard for online mediation institutions; to build relevant supporting mechanisms, to establish a unified credit system, to prevent the occurrence of e-commerce disputes, and to facilitate the development of online mediation mechanisms; by the government, E-commerce platform and other common publicity online mediation system, enhance public understanding of it, enhance public trust; give online mediation agreement implementation, establish relevant enforcement mechanisms to ensure the implementation of online mediation agreement.
【学位授予单位】：太原科技大学
【学位级别】：硕士
【学位授予年份】：2017
【分类号】：D926

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