Online Mediation in E-Commerce Matters

Online Mediation in E-Commerce Matters

Ángela Coello Pulido (University of Vigo, Spain)
DOI: 10.4018/978-1-5225-2255-3.ch246


Conflict is not an exceptional fact in human being's life but an ordinary phenomenon in relationships between parties who have different points of view and different positions. Moreover, e-commerce has increased its importance in the last years because of its usefulness in business world. Information and Communications Technology is an unquestionable reality and, because of that, online relationships should be developed in an agile, certain and peaceful way. To that effect, it must be emphasized that an amicable settlement instead of going to court could be appropriate in this field. Therefore, mediation is an useful instrument in order to fulfill that task, because even though the intervention of a mediator, the solution arises from the decision of the parties. The aim of this chapter is to describe why online mediation is an appropriate instrument for conflict solving in e-commerce field and what are some of the advantages and disadvantages of this ODR not only for citizens but also for organizations.
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The early moments of e-commerce could be found in the late years of 20th century but it was in 21th century when this kind of trade became into a revolution thanks to the improvement of technology and telecommunications. ICT and our social system are closely connected, which makes it impossible to understand one without the other (Garriga Domínguez, 2012, 67).

Key Terms in this Chapter

Amicable Settlement: A deal which comes from a consensual agreement of the parties in a negotiation process.

E-Commerce: The use of the Internet for doing business between and among individuals or organizations or between or among the firsts and seconds.

Auto-Composition: A way for problem solving which is based in an arrangement emerged from the free will of the opponents.

Information and Communications Technology (ICT): Technologies which have been created to manage and transmit information.

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