eBay ODR

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eBay ODR
Colin RuleSMU in Legacy August 26, 2006
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eBay is like a new country
If eBay were a country, it would be the 11th
largest nation in the world The F2F world
already has this infrastructure.eBay has to
build its own.

• Countries need infrastructure
• a market (economy)
• public forums (government)
• redress (law)

E B A Y
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eBays legal infrastructure

• At eBay
• the code behind the website is the law
• marketplace rules are enforced by the code

• When problems arise
• the fraud system is eBays criminal justice
  system
• eBays civil justice system will be ODR

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eBay Values

• We believe people are basically good
• We recognize and respect everyone as a unique
  individual
• We believe everyone has something to contribute
• We encourage people to treat others the way that
  they want to be treated
• We believe that an honest, open environment can
  bring out the best in people
• ODR is an affirmation and extension of these
  values

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eBay Dispute Types

• Unpaid items
• Item not received
• Item not as described
• Item significantly not as described
• Non-selling seller
• Feedback disputes
• eBay to Member disputes

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Mission
The mission of eBays Online Dispute Resolution
(ODR) system is to enable people (buyers,
sellers) to resolve their issues fairly,
efficiently, and in a community-oriented way.
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Escalation

• Types of Online Dispute Resolution

Appeal
Negotiation
Mediation
Evaluation
Diagnosis
These basic components make up the ODR toolbox
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Escalation

• Disputes usually escalate up through the
  different resolution processes

Appeal
Evaluation
Mediation
Negotiation
Diagnosis
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Filtering

• Each process should act like a filter, resolving
  a certain percentage of disputes

Arbitration
Evaluation
Mediation
Negotiation
Diagnosis
of disputes
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Characteristics
Non-Binding Facilitative Participants control
outcome
Arbitration
Evaluation
Mediation
Negotiation
Binding Adjudicative Third parties control
outcome
Diagnosis
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eBay / PayPal Differences

• eBay has traditionally focused on facilitative
  techniques and PayPal has traditionally focused
  on evaluative

Arbitration
Evaluation
Mediation
Negotiation
Diagnosis
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Timelines and Services
Evaluation
User Experience
Mediation
Negotiation
Diagnosis
60
0
7
14
21
30
45
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User Events and Attitudes
Evaluation
User Experience
Mediation
Negotiation
Diagnosis
60
0
7
14
21
30
45
Attitude
PROBLEM?
DISPUTE
FRAUD
Hope
Anxiety
Fear and Anger
Anger and Resignation
Event
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eBay Action / Early Involvement
Evaluation
User Experience
Mediation
Negotiation
Current eBay Involvement
Diagnosis
60
0
7
14
21
30
45
Diagnosis
eBay Actions
eBay Action
Diagnosis Evaluation
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The Future of eBay ODR

• Clearinghouse
• Feedback
• Mediators
• Manage cases on eBays platform
• Paid directly through PayPal
• Other ODR types
• Internationalization
• All new mediators handle some ODR cases