This guide will show you how to best handle a dispute on AliExpress to ensure the best outcome for you.

It isn’t uncommon for an AliExpress product to get shipped to a different continent, arrive in a completely different shape or color from the one described on the site, or never arrive in the first place.

Whether you’ve been in a similar situation or you’re trying to avoid it, here’s a list of Q&As that will definitely come in handy.

And while you’re here, check these other guides on Alibaba and AliExpress dispute resolution process and AliExpress Sales Taxes, and the EU and UK sales tax process.

AliExpress Dispute Resolution Process for Buyers

Suppose you just started your dispute resolution process with an AliExpress buyer over an order with which you’re unsatisfied. 

In that case, you should know that AliExpress disputes are resolved in three stages: negotiation, mediation, and arbitration.

Let’s break these stages down.

1. Negotiation

The negotiation stage is the friendly one-on-one discussion you have with the seller with whom you have the dispute. 

Using AliExpress’s built-in messaging tool, you can reach an amicable agreement without the intervention of AliExpress.

This can be an advantageous but tricky way to get a refund or a reshipment. Get more details on the AliExpress negotiation process in our detailed guide.

2. Mediation

In the event of failing to reach an amicable agreement, the AliExpress case management team will intervene to study your dispute and suggest the best resolution.

3. Arbitration

If the previous two stages are unsatisfactory, your last resort is arbitration with the Hong Kong International Arbitration Center.

This stage can be a hit or miss, so you should approach it with caution.

Frequent Q&As on AliExpress Disputes:

This list compiles the most frequently asked questions regarding AliExpress’s disputes.

When Can I Open a Dispute on AliExpress?

You should open a dispute if:

• Your order does not arrive in the estimated time provided by the seller
• Your order doesn’t arrive at all
• You received an empty package
• You received a different product than the one you ordered. This includes colors, size, quantity, or quality.
• The product you ordered doesn’t resemble the description provided on the product’s page.
• You received an ungenuine product as opposed to what’s advertised

How to Open a Dispute on AliExpress?

To open a dispute on AliExpress, you should: 

• Click on the “Open Dispute” button found on the “My Orders” page.
• Fill the dispute form and make sure to be as thorough and accurate as possible.
• Add all available proofs, and
• Submit the dispute form

The seller will have 15 days to reply to your dispute and start the negotiation stage. If you need more details on the procedure, check this AliExpress dispute process guide.

Should I Message the Seller Before Opening a Dispute on AliExpress?

Yes! AliExpress recommends you approach the seller with any concerns before opening a dispute. The seller might be just as eager as you are to reach an agreement.

Besides, this could save you, the seller, and AliExpress plenty of time.

Contacting the seller first also shows that you are willing to negotiate and can earn you some points with the AliExpress case management team.

So definitely contact the seller if you are unsatisfied with your order before initiating a dispute.

I Opened a Dispute on AliExpress, But the Seller Offered Me a Replacement Product If I Agreed to Close It. Should I Agree?

No, you should never agree to close a dispute on AliExpress before you receive a reshipment of a refund.

In the negotiation phase, you and the seller are given plenty of time to agree on a solution before AliExpress intervenes and escalates your dispute.

Once this stage ends, AliExpress will mediate between you, and all solutions must be discussed with them.

The seller can initiate the reshipment process before the dispute is escalated. If they didn’t, they have no intention of settling the issue, and they are probably tricking you.

So never close a dispute after the negotiation phase is over. AliExpress will not be able to protect you against scams if you aren’t careful.

Should I Close My Dispute on AliExpress If the Seller Offers Me a Refund on PayPal?

Never accept a refund on Paypal for an AliExpress purchase. Only scammy sellers will suggest offering you a refund on PayPal, usually as a promise if you close the dispute.

AliExpress payment and refund system provides you with the necessary protection against scammers, and you should take advantage of it.

Moreover, the AliExpress case management team might stop considering your dispute if you don’t take the dispute process seriously.

Try to keep all communications between you and the seller on the AliExpress system, especially the seller’s solutions and calls to action.

Each correspondence between you and the seller is potential proof that can be used either for or against you.

So only accept refunds through the dispute portal, as it’s the only official and safe way to receive one.

How Do I Prove That I received fewer products than I Ordered on AliExpress?

It can be hard to prove that you received fewer pieces and products than you paid for. However, one solid way to do so is by recording the unboxing process in one uninterrupted shot.

Here are a few tips to do this right:

• Make sure the original packaging, labels, and stamps are visible.
• Make sure to show the tapes and that the package is unopened
• Take one long video of the whole process from beginning to end. Never cut or pause the video midway.
• Count the pieces you found and make sure you do that correctly.
• If something other than the quantity is different, make sure to point it out.

Usually, a video recording of the unboxing process is strong enough evidence to win you the dispute before the intervention of AliExpress.

The AliExpress Seller Promised to Send Me a New Item If I Close the Dispute. What Should I Do?

Evidence shows that most sellers who make this promise don’t deliver on it. If you want to receive a replacement item, you can either:

• Contact the seller before opening a dispute and have them reship your order, or
• Open a dispute and never close it unless the reshipment or refund is initiated.

Closing the dispute for baseless promises will only harm your position. You might not be able to open another dispute for the same order. Worse, the AliExpress case management team will probably ignore your dispute even if you managed to open one.

So keep your high grounds and never close the dispute before the seller initiates it

AliExpress Proposes a Full Refund, But I Need to Return the Goods. Should I Accept?

AliExpress might propose a full refund provided you return the products you received or a partial refund, and you get to keep the products.

What you should do depends on the product’s price, size, and weight, as the shipping fees can be costly compared to the refund value.

If the shipping fees of your item are less than its value and less than the refunded amount, you may take AliExpress’s full refund.

If the shipping fees prove to be much higher, and thus you’d lose more money in the process, take the partial refund.

Even if Aliexpress does not suggest a partial refund, you may suggest it and see what they’d propose.

Usually, they are more than happy to give partial refunds when you get to keep your items.

For a full detailed guide on all your refund scenarios, check out AliExpress Refund FAQ: Tips On How To Successfully Get a Refund.

How Long Can I Wait After the Purchase to Open a Dispute on AliExpress?

All AliExpress sellers can set the delivery time period to up to 60 days. All buyers can open a dispute starting on the 11th day after the seller ships the order up to 15 days after confirming the product’s delivery.

So if you didn’t receive your item within the designated period of time, AliExpress would give you a full refund.

If you received an item that you’re unsatisfied with, you have two weeks (15 days) after delivery to open a dispute.

AliExpressPurchase Protection Is Running Out, But Package Is Still in Transit. What Should I Do?

If you received an alert from AliExpress stating that your buyer protection is about to expire while your item hasn’t yet arrived, you may be able to extend it.

To do so, head to the orders pages and:

• Click “ Request to Extend Purchase Protection”
• Set the number of days you need to extend
• Add the reason for the extension request, and finally
• Confirm your request

Your seller will receive your request and will extend your protection within 48 hours.

Can I Open a Dispute on PayPal If I Paid Used It to Pay on AliExpress?

Yes, if you paid for your AliExpress purchase using PayPal, you can initiate a dispute on PayPal along with your dispute on AliExpress.

PayPal gives you 180 days after payment to open a dispute, which is a lot more than what AliExpress allows.

How to Avoid Raising Several Disputes on AliExpressDue to Delivery Time Without Affecting Account Status?

As you might know, opening many disputes from one account can affect your account negatively, and the AliExpress case management team might stop taking you seriously.

Instead of opening a dispute every time your purchase protection is about to expire, try to expend it. You can do that by sending an extension request to your seller.

Moreover, try to only buy from sellers who have excellent ratings on their delivery times.

Should I Open a Dispute Before or After Buyer Protection Expires on AliExpress?

Whether you should open a dispute before or after your buyer protection expires depends on the reason for the dispute.

If you haven’t received your order, opening a dispute after your protection expires should not affect the outcome of the dispute greatly. 

If you received the order but you’re unsatisfied with it, you must keep any dispute within the period of your protection. All disputes regarding orders that have arrived are best initiated before the buyer protection expires.

If you find that your buyer protection is about to expire, you can ask for an extension.

A dispute will probably not work in your favor if your protection is expired.

AliExpress Order Was Returned by Customs? What To Do?

All custom-related issues are the responsibility of the buyer. However, you can contact your seller and inform them that the customs returned your order. If opening a dispute is necessary, make sure to provide enough proofs to sustain your claim.

If you have a great account record, you might be eligible for a partial refund in this case.

I Made a Mistake in the AliExpress Delivery Address. What Should I do?

This question has a twofold answer depending on the status of your order.

1. If your order is still being shipped by the seller, you can contact the seller and inform them that you entered the wrong delivery address.

If they are a legitimate seller, they’ll change it to the right address you provide with no issues.

If you hear nothing from your seller, cancel your order immediately.

2. If your order is already shipped or delivered, there isn’t much you can do. You may try to contact the courier to get the contact information of the person who received your order from the address you provided.

If the address you provided is nonexistent or if nobody lives there, your order might be returned to the seller. In this case, you can negotiate a partial refund with the seller since the product is returned.

There’s no guarantee that this will work, but you can try anyway.

Can I Get Banned on AliExpress for Doing a Visa/Credit Card Chargeback? 

Yes, you might get banned by AliExpress if you do a chargeback. 

A chargeback is a solid option if you’re refused a refund despite receiving a damaged or mismatched product. However, leave it as a last resort as it might be really unnecessary.

Most often than not, AliExpress will resolve your dispute favorably if you provide strong proof of the damages.

What Is the Best Way to Dispute Counterfeit Products on AliExpress?

AliExpress has a protection program especially designated against counterfeit products. Under this protection program, you can get up to three times the amount you paid as a refund. 

However, this is only available for sellers registered in the program and who sell eligible items.

To avoid buying a counterfeit product, it’s better to only buy from sellers who are part of this program, which will have a special badge on their profiles.

However, even if your seller doesn’t include this type of protection, you can simply provide proof that the item you received is not a genuine piece. This can be a label, material details, or brand name.

Conclusion

AliExpress is a great marketplace for affordable products, but you can easily fall victim to a scam or just get unlucky.

It is always best to check your seller’s ratings and history before making any purchase, but especially a huge one.

If you’re in a situation where you need to open a dispute, make sure you follow the dispute process correctly and in order.

Moreover, make sure you have substantial evidence to back up your claim.

It is always helpful to read our guides before you shop on AliExpress.

The post AliExpress Disputes: A Comprehensive Q&A Guide appeared first on ODR Guide.

So what should you do if you fell victim to a scam or faced an unpleasant experience such as not receiving your order?

Luckily, there are a few things you can do to get a refund or a return from Shein, and this guide will show you exactly how.

Check these guides on how to open and win disputes on e-commerce giants and platforms including AliExpress, Alibaba, Shein, Airbnb, Paypal, Freelancer.com, Amazon, and eBay.

Shein Policy on Online Dispute Resolution

When it comes to adopting ODR, Shein lags behind significantly compared to other e-commerce websites. Here’s a summary of its policy in the US, EU, UK, and Asia.

1. The United States:

Users and consumers in the United States are the only exceptions when it comes to online dispute resolution with Shein. When disputes related to Shein services or terms, US citizens are invited to follow these steps:

• Start the initial dispute resolution, which will take place via email. Shein prompts you to contact them at [email protected] to address any concerns. According to Shein, most disputes are solved in this stage. These negotiations cannot be skipped or avoided by either party.
• Agreement to binding Arbitration with Judicial Arbitration and Mediation Services (JAMS). If the initial dispute resolution does not succeed to resolve your claim within 30 days, either party can initiate arbitration with JAMS. If you initiate it, you will pay the filing fee that must not exceed $250.

Shein will pay any addition stated by JAMS as well as the arbitration expenses. Moreover, Shein will reimburse any portion of the $250 filing fee that is more than what you would otherwise have to pay to file suit in a court.

The award of the arbitration is binding.

To learn more about JAMS, you may read Your Quick Guide to JAMS ADR Platform: Mediation, Arbitration, and Dispute Resolution Services

2. European Union:

Although Shein features the European Commission’s Online Dispute Resolution Platform, it asserts that they will not participate in it whatsoever, “We are neither obliged nor willing to participate in dispute resolution proceedings before a consumer arbitration board.”

Therefore, if you are an EU citizen and wish to resolve any dispute with Shein, you should take your claim to the courts of Ireland or the country where you reside. In this case, you may consider talking to a lawyer for further action.

3. UK, Asia and India:

Similar to citizens of the EU, users and consumers from UK, Asia, and India cannot start any dispute against Shein through any consumer arbitration institution. Therefore, all claims against Shein must be taken to the courts of the UK, Singapore, and India respectively. In this case, you may consider talking to a lawyer for further action.

Shein Order Not Delivered: What To Do Next?

There are many scenarios of not receiving a Shein order but mainly either it is delivered but not received or never delivered in the first place. We will walk you through the step you need to follow in each case.

Shein Order Delivered but Not Received

If you received an email stating that your order has been delivered to you, but you did not receive anything, you need to:

– Get in touch with the customer service as soon as possible. Shein offers customer service through online chat, phone, or email. Try the online chat option first.

– Explain the situation to the agent and provide them with the delivery details and the tracking number.

– Choose whether you want a reshipment or a refund. The agent will ask you to confirm that you will inform them if the original order arrives.

– If you choose a refund, they will direct you to apply for a refund on the website. Be notified that shipping costs will not be refunded, and you will either pay for the return label or ship at your own expense (the return label costs $7.99 for US buyers, £1.99-£4.5 for EU buyers, and ₹65 for Indians). Read below to see how you can apply for a refund.

Shein Order not Delivered:

If your Shein package was not delivered by the delivery time set by the website, you should:

– Log in to your account and head to the “My Orders” page.

– Select the order in question and check its shipping and delivery details.

– If the order is shipped, you will be able to track it and view its status.

– If you cannot track the order whatsoever, contact the customer service as soon as possible and let them know you want to cancel the order and apply for a refund.

Applying for a Refund

In both scenarios, a refund is a viable option if you don’t want to wait longer for a reshipment or for your order to finally show up. However, you cannot apply for a refund like a regular return case.

If you don’t receive an order that has been shipped, you will not be able to cancel the order nor return it. This is why you have to contact customer service first and explain the situation to them. What you should do next depends on what they advise you to do. If they ask you to apply for a refund, you should:

– Select the order in question on your “My Orders” page

– You will see two options next to your order, track and return. Select return item and proceed as requested.

– Keep in contact with the customer service to properly navigate through the whole process.

– Inform them where you want to receive the refunded amount, your Shein wallet, or your payment account.

Bottom line is, with Shein, you really don’t have much choice when it comes to undelivered, unreceived, or missed orders. You should always get in touch with their customer service if you face any of these unfavorable incidents. Luckily, the multiple contacting options available make resolving issues easier.

Shein PayPal Purchase Disputes

If you use PayPal as your payment method when shopping from Shein, you can resolve payment and refund disputes easily through PayPal’s Resolution Center and benefit from their Buyer Protection.

PayPal Refund Disputes

If you purchased a Shein product using PayPal, but it didn’t arrive at all, you can open a dispute on PayPal and communicate with the seller amicably. If the seller does not refund you within 20 days, escalate a claim. Here’s how to do it:

– Go to the resolution center and select the dispute you wish to escalate.

– Select escalate to PayPal.

– Add any relevant information concerning your situation and submit it.

– PayPal will contact you via email for any updates.

This process usually takes 30 days or less. If you are covered by PayPal’s Buyer Protection, you will be refunded the whole amount plus the original shipping fees.

PayPal Return Disputes

If you are unsatisfied with an item you purchased on Shein via PayPal, but it’s defective or missing parts, PayPal gets your back too. You can return the product through PayPal and get a refund too. If you live in the US and are eligible for the Return Shipping on US service, you can ship the order back free of charge within the US.

Here’s how you can return your purchase through PayPal’s return label:

– Within 45 days from the purchase date, you should initiate the return process on Shein by selecting the return item from the “My Orders” page.

– You will receive return instructions from the customer service.

– Inform the service that you will return the order with PayPal’s shipping label. This means you will not use Shein’s $7.99 return label. You must be notified that your first return on any order will be free when you use Shein’s label.

– Head to MultiOrder shipping and click create new

– Add the required information such as the return address, which is given to you by Shein, and save them.

– Pay and print the label

– PayPal will send you a confirmation email that will include a tracking number. The same will be sent to Shein.

– Once the returned order is received by Shein, your return will be processed within 5 days, and you will receive your refund on your PayPal account.

The cost of the shipping label varies depending on the return address. The good news is you won’t be charged for the printing or the tracking.

Conclusion

When it comes to resolving disputes, Shein offers a very limited number of options. Other than returning defective products that take place directly on their website, they significantly rely on their customer service when it comes to refund, delivery, or payment issues.

Therefore, to receive a refund on a missing or unreceived order, you will need to contact Shein’s customer service to direct you to the process of a reshipment or refund then proceed as detailed above.

However, orders paid using PayPal will get extra options on refunds and returns.

The post Shein Order and Delivery Disputes: What To Do If Not Delivered! appeared first on ODR Guide.

As such, scams and swindles are necessarily bound to happen in such a huge market. For these, Alibaba has a designed dispute team that is ready to take your complaint and follow it up.

According to Alibaba’s Social Responsibility Report of 2017-2018, 95% of all cases mediated by their team were successful.

In this guide, we will show you how to initiate a dispute on Alibaba and how to win it, along with other important terminology such as:

What does PI mean in Alibaba? PI in Alibaba means Performa Invoice. It is an official quotation for your order and delivery terms and conditions. It is an important cornerstone in your case if you have a dispute on Alibaba.

What does a PO mean in Alibaba? PO in Alibaba means Purchase Order. It is a summary of your order details.

Upon initiation of a dispute, one could expect the following durations for negotiation and settlement of disputes on Alibaba:

Since you’re here, check these dispute guides on AliExpress, Amazon, eBay, Shein, Airbnb, Freelancer.com, PayPal, and BNPL methods. If you are doing business regularly with companies based in China, you will find this useful Online Dispute Resolution in China: The Ultimate Guide of ODR Platforms.

While you are at it, you may also read how Ali Express sales tax works in the USA and how to avoid it in AliExpress Sales Tax: Everything You Need to Know and if you are in the UK or European Union Everything About AliExpress VAT in the EU and the UK and of course, for the refund policy FAQs in AliExpress Refund FAQ: Tips On How To Successfully Get a Refund.

How to Win the Dispute on Alibaba:

1. Document everything that’s not written:

This can be via taking screenshots or recording the product’s description and communication history. By gathering as much evidence, you will be shielded against the seller’s attempts to undermine your case by changing the descriptions or denying any promises.

2. Fill and send a PO – What does a PO mean in Alibaba?

A PO is short of Purchase Order. This is a summary of the product you’re ordering, and consequently, your defense when you receive anything less.

3. Request a PI – What does PI mean in Alibaba?:

PI in Alibaba is short for Performa Invoice. This is your joker card, seriously. If you don’t have a detailed PI, or worse, none at all, you might as well cancel your dispute.

This is because a PI represents the seller’s intention and consent to sell a certain product. It will protect you against any claims from the seller that might forfeit your refund right.

4. Make sure the PO and PI are matching:

This will guarantee that you and the seller see eye to eye when it comes to the product’s specifications. As mentioned earlier, you have to make sure the product details are similar on both documents,

4. Use Trade Assurance:

This will minimize your chances of getting scammed in the first place because you will be dealing with trustworthy sellers. If a dispute arises anyway, you will be 100% covered.

5. Request pre-shipment inspection:

This will shield you against damaged, counterfeit, and different products before they are shipped. It will also save you a great deal of time, money, and disappointment.

6. Do not cancel the dispute on the seller’s request:

Many sellers will try to manipulate you into closing the dispute by promising a refund or other lures. You should know that if the seller had any intentions of refunding, you wouldn’t have had to initiate a dispute in the first place.

Disputes and Scams on Alibaba:

Regardless of whether you are a new or a regular customer of Alibaba, you can fall victim to a scam at any moment.

They can happen at payment, before ordering, or after ordering.

Alibaba’s rules page lists a number of severe and general disputes that could occur on their website.

Here are a few examples of scams and causes of dispute on Alibaba that you need to be aware of:

1.  Buying a fraudulent product listed as genuine.

2. Price increased after you place your order.

3. No product compliance certificate is presented.

4. Receiving outright different, delayed, or damaged products.

5. Receiving a product that does not match the written specifications and quality

6. Receiving less than the quality ordered and paid for

7. Contract related issues such as refused refunds

Initiating the Dispute Process on Alibaba:

If you are victimized by any of the previously mentioned scams or others, you shouldn’t worry. You can follow some steps to get a refund or get your right order with Alibaba’s dispute resolution scheme.

It’s imperative to note that you can only initiate a dispute if you have already completed an initial payment or paid the balance.

To initiate a complaint on Alibaba against a supplier or a seller, you need to:

Initiate Negotiation:

1. Visit Alibaba’s complaint center after logging in.

2. Depending on your situation and the type of order you placed, you will choose one of the following dispute types: Trade Assurance order dispute, wholesale order dispute, or offline trade dispute.

3. Upload relevant and valid proof that the supplier or seller is at fault. Proof could be: copies of the sales contracts, transaction records, and quality control reports

At this stage, Alibaba will intervene in the negotiation process between you and the seller and will only notify the seller about receiving a complaint. You and the seller will have from 3 to 30 days to reach an agreement.

During this process of negotiation, the seller is obliged to respond to your proposal within 5 days.

Failing to do so will escalate a dispute against them automatically. Similarly, if you don’t reply to the seller in due time, your complaint will be canceled.

However, if the seller refuses to settle, you can escalate a dispute starting from day 4 of the negotiation process, which will get Alibaba’s dispute team to intervene.

Request Mediation by Alibaba:

Alibaba will mediate between the involved parties through its dispute resolution system.

Alibaba mediation procedure

1. Once the dispute starts, the system will determine whether you or the seller need to submit proof depending on the type of dispute. If you have already presented the evidence, the dispute proceeds to step 3.
2. Depending on the system’s judgment, you or the seller will be required to provide proof within 3 days. Failing to do so, the system will cancel the dispute.
3. Alibaba’s dispute mediation team reviews the evidence provided.
4. If the proof provided is enough, the dispute proceeds to step 6. If the proof is found insufficient, Alibaba will inform the evidence provider to add more.
5. The mediation team reviews the added proof.
6. After all required proof is provided, the team will make a determination.

The decision that the mediation team makes if in your favor, can lead to a refund that excludes any service fees.

It will lead to complain case record publishing on the seller’s profile for 90 days if the dispute falls under the general dispute cases. If it’s a severe dispute, however, it will lead to the seller’s account termination and blacklisting.

What happens when Alibaba’s mediation fails or Alibaba dispute is not resolved by negotiation?

When the dispute is not resolved through amicable negotiation or if you are dissatisfied with Alibaba’s final assessment, your last option is to apply for arbitration in the Hong Kong Arbitration Centre (“HKIAC”) and notify Alibaba of your application within 20 calendar days after Alibaba’s final assessment.

This means that you have a maximum of 20 calendar days from Alibaba’s final assessment to apply for arbitration and notify the same to Alibaba.

If each of you and the seller does not notify Alibaba of your application for arbitration within the prescribed time. The determination will be final and binding on you.

Things You Need to Know Before Initiating a dispute on Alibaba:

Purchase Order (PO) – Meaning of PO in Alibaba:

This is a document that you will issue to the seller to show your intention to buy certain products. In this document, you will add as many details concerning your order as possible, including the product’s name, material, color, applicable standards, quantity.

It should also include your company’s information, purchase order number, the supplier’s details, delivery address, and your requested delivery time.

Performa Invoice (PI) – Meaning of PI in Alibaba:

This is a preliminary invoice that the seller will issue to you as a response to your PO. It should include your details as stated in your PO, the supplier’s details, delivery address, port of discharge, product details, unit price, and bank account details.

The product details and the supplier’s details are crucial. Make sure the product details match those on your PO and the supplier’s details match what’s on their profile. If they do, you can accept it and request a commercial, final invoice.

Trade Assurance – Meaning of Trade Assurance in Alibaba:

This is a free service from Alibaba to help you distinguish trustworthy sellers from those with new or suspicious profiles. By using it, you can converse with the supplier on Alibaba and create a contract there.

When you order a product from a Trade Assurance supplier, you are covered against scams and undesired ends.

This is especially efficient in case your order is damaged, delayed, or does not meet the quality standards agreed upon with the seller.

Pre-Shipment Inspection on Alibaba:

When you place a Trade Assurance order, you can also request a product quality control from the supplier before shipment.

This will ensure that your products are in good shape and that any damages are within the agreed percentage.

Expected time and cost for Alibaba disputes

According to Alibaba’s help center, the time needed for the dispute to be solved cannot be specified or generalized. This is because each case will have different response times from the involved parties and the evidence providing and reviewing times.

However, you can expect a maximum dispute resolution period of 90 days.

When it comes to costs and fees, the mediation service provided by Alibaba is free. Nonetheless, the pre-shipment inspection by Alibaba’s approved companies will cost you anything between $48 and $188.

Other costs can be in the form of taxes. These fees will not be refunded.

Conclusion

Online dispute resolution processes can be time, money, and energy-consuming, and this is why it is worth it to do anything you can to win them.

This guide detailed for you the necessary things you need to know and do to win a dispute on Alibaba. Things like having a PO, PI, and Trade Assurance will make all the difference.

On Another note, you may also check our detailed Q&A on AliExpress’s most commonly asked dispute questions in AliExpress Disputes: A Comprehensive Q&A guide and if it is legal to buy items from Alibaba and Aliexpress for selling on Amazon in Is It Legal To Resell Products On Amazon?

The post How to Win Disputes on Alibaba: The Ultimate Guide appeared first on ODR Guide.

Unfortunately, you may find yourself in the position where you are treated unfairly by Upwork whether in conducting business together or had your user account closed or suspended by them. Account suspension by Upwork could result in the lockdown and loss of money in your account.

If you are confident that your Upwork account has been unfairly suspended by Upwork then you will have no other option but to open a complaint ticket prior to initiating a dispute.

How to open a complaint ticket on Upwork? A complaint ticket can be opened on the Upwork support center to appeal the suspension of your account noting that unless you have strong evidence, your chances of removing the suspension are low.

If you have a substantial amount of money on your account, and could not reopen your account by raising a complaint ticket, then you have no other option but to initiate a dispute. Similarly, if you are in business with Upwork, you will have to initiate a dispute.

So, how to open a dispute against Upwork? To start and open a dispute against Upwork, you have to send an official notice of dispute by e-mail to [email protected] from your registered E-mail address or by writing to their San Francisco address.

What are the estimated fees for arbitration against Upwork? For freelancers located in the USA, the fees of arbitration against Upwork are the lesser of $250 or the fees to be paid if the case is raised in court by the freelancer.

We have also reviewed the Jamsadr.com dispute resolution platform which is the platform used by Upwork and other companies such as Shein and Fiverrr, for resolving claims and disputes. You can read it at Your Quick Guide to JAMS ADR Platform: Mediation, Arbitration, and Dispute Resolution Services. You might encounter these platforms if you are taking a company into arbitration for issues related to the right to repair and company limitations.

Causes for a dispute between you and Upwork

The main reason for a dispute between you and Upwork will be the suspension of your account and the inability to withdraw funds. There are many reasons that may entitle Upwork to suspend your account. There are at least 16 main categories and 30 sub-categories that allow Upwork to suspend your account.

We have gone through Upwrok’s terms and conditions and community forms to summarize the main reasons and most common provisions used by Upwork to justify the suspension of your account.

1. Seeking and supporting activities or services that promot harmeful and lawful activities such as
   • Discriminatory, obscene, and activity that supports child exploitation.
   • Violation of intellectual property “IP”.
   • Assist in cheating or academic ghost writing.
   • Spread of “fake news” and misinformation.
2. Fraudulent or misleading uses or content
   • Manipulating the hours worked.
   • Misrepresenting your skills and experience.
   • Using a fake profile photo.
   • Allowing others to use your account.
3. All kinds of spamming
4. Requesting free services
5. Tampering with Upwork services source code.

There are many other indirect reasons that may cause Upwork to suspend your account. For example, your account can be dormant for a long period of time and when you sign in, Upwork’s “AI” or “security measures” marks your access as fraudulent behavior. This also applies for many other reasons, usually unintentional by you.

So, if you have money your account and received an account suspension that you believe is unfair (ie you did not commit a breach of the terms of service) then you are only left with two options:

How to open a dispute against Upwork

The chances to resolve the account suspension by customer services are low. The only chance your case fets resolved depends if the person reviewing your case is not just an “AI” and is competent enough and willing to go through details.

Otherwise, you will have to open a dispute against Upwork.

For other kinds of disputes, such as those against clients, you will have to settle them within the Upwork platform and as explained briefly below.

For other platforms, please see our article on Freelancer.com,

Dispute process and arbitration against Upwork

When customer service fails and a dispute arises between you and Upwork you will have to attempt to resolve the dispute amicably within 60 Days after issuing your notice.

If no agreement is reached then you will have to resort to arbitration or court.

Keep in mind that the rules and options differ a bit if you are located outside of the United States. Therefore, always note the following:

Governing law

Any claim and dispute will be governed by the laws of the State of Deleware, USA. However, any Claims and disputes by any Freelancer located in the United States will be governed by the state in which the Freelancer lives.

This means that for users out of the US, your claims will be governed by the laws of the state of Deleware. You do not have the option of arbitration via jamsadr.com.

This is a sneaky move by Upwork, more about it in the below sections.

Sending a Notice of Claim against Upwork

Before demanding arbitration of your claim (future dispute), you first have to notify Upwork of the existence of your claim. Similarly, Upwork has to send you a notification in case they have a Claim against you.

To send a notice of claim to Upwork, issue an E-mail to [email protected] via your account e-mail address. You can also send it by writing at “Attn: Legal, 655 Montgomery ST STE 490, DPT 17022, San Francisco, CA 94111-2676.

Make sure to use the word “Notice” in the subject of your e-mail or letter!

Binding Arbitration for USA Upwork users

This section is only applicable for users outside of the United States and its territories.

If you are unable to reach for an amicable solution within 60 days for the issuance (or receipt) of the notice of claim, then as per the terms and conditions, you have to go for binding arbitration before an arbitrator from JAMS instead of Court or Jury.

Since this is a binding arbitration clause, you need to learn more and understand binding arbitration. We have a clear explanation on this topic at What is Binding Arbitration? Is it better than Court?

What is the location of arbitration with Upwork?

The location of arbitration is in Santa Clara County, California in accordance with the JAMS Comprehensive Arbitration Rules.

If the Claim is related to employment or worker classification disputes, the arbitration will be conducted in the state and within 25 miles of where Freelancer is located in accordance with the JAMS Employment Arbitration Rules.

What are the arbitration fees?

The user will pay the lesser of $250 or JAMS arbitration fees based on what would have been paid if the case was raised in the user’s state.

Any difference shall be paid by Upwork.

Can I opt out of Upwork arbitration requirement in the USA?

You can opt-out of the Upwork requirement for binding arbitration by sending an official notification in WRITING within 30 days from the date of registration on Upwork.

You can also send your notice by e-mail to [email protected].

To correctly opt-out of the arbitration clause, your notice must include the following:

• Account username
• Your name
• Your address
• Your Telephone number
• Your e-mail address.
• A statememt stating that you wish to opt out of the Arbitration Provision.

Disputing Freelancers with Upwork Out of the USA

For freelancers out of the USA, you will have to follow the laws and regulations of the state of Delaware. Unfortunately, this severely hinders your ability to dispute against work and will be extremely costly.

Your best option is to try your best to strongly present your case while discussing it with Upwork after serving your notice of claim.

It will be extremely costly and time-consuming to sue them if you are out of the United States. Unless there is a substantial amount of money involved, you do not have other options but to accept the outcomes of your negotiations.

How to present my dispute to Upwork?

Like any claim, you have to present it in a proper and direct way. This should include, at least, the following:

1. Summary of your account information such as name, E-mail,..etc.
2. A brief description of the claim, this includes:
   • The causes, supported by evidence such as screenshots and e-mails.
   • The effects.
   • All relevant communication of the subject of claim. You have to provide all the evidence possible to justify your statements.
   • What excatly you are requesting and why.
3. Your contact information.

As stated earlier, whether you are in the US or outside, you have 60 days to settle the claim informally before proceeding into litigation or arbitration.

Chances for winning disputes against Upwork and is it worth it?

The chances of winning a dispute against Upwork in the US are much higher than if you are out of the US. This is because you have more control over the costs which are estimated to be $250 or less in contrary to those out of the US.

Choosing between legal action or arbitration against Upwork

If you are in the US, you have the option of opting out of arbitration into litigation. However, keep in mind that you have to issue a notice on this subject within 30 days of your registration.

Most probably, you did not think of such notice or even considered looking for it while registering. Unless you are a seasoned lawyer with experience in these issues, you will most likely have to go for arbitration

If you are out of the US, you do not have the option of arbitration.

Is the dispute with Upwork worth my time and money?

If you are located in the United States and have a good amount of money “locked” because of a dispute with Upwork, then it is worth the time and money.

You may attempt to resolve it informally within the 60 days period from your notice, however, if you sense the situation going south, do not hesitate to contact a lawyer or arbitrator on this subject.

If you are out of the United States, it is not worth it if the disputed amount is small. For large sums of money, work on your presence in the United States and contact a lawyer BEFORE issuing a notice so that the lawyer can guide you early on.

The post Upwork Resentment and disputes between you and Upwork. How to win a dispute against Upwork appeared first on ODR Guide.

With millions of users and millions of transactions, many things can go wrong. The worst of all would be losing your account and funds. When this happens, you better be well-informed on how to resolve it.

Depending on where you live, Amazon either allows you different online dispute resolution options or none at all. Read on to know how you can escalate complaints in your country.

Since you are here, check these guides to resolve disputes on other e-commerce giants such as eBay, Shein, AliExpress, Alibaba, Airbnb, Freelancer.com, Upwork, PayPal, and BNPL providers.

Amazon’s terms and conditions govern all activities and services on the website. When signing up, the part we all just ignore and never actually read.

Among these terms are the procedures Amazon and its users must follow in case of dispute or conflict.

PS – You may also find Is It Legal To Resell Products On Amazon? for your business and startup needs.

If a dispute does arise, ODR is an inevitable option, and preferable actually, to resolve issues on this e-commerce website.

Amazon lists the European ODR platform for its EU-based users and customers, the Centre for Effective Dispute Resolution for both EU and UK citizens, and previously, the American Arbitration Association for US citizens.

Seller and Buyer Disputes on Amazon

There are mainly two types of Amazon accounts that concern most of us, buyer and seller accounts. Depending on whether you sell or buy, you can face different types of conflicts which might culminate in losing your account at once.

If you own a regular, also referred to as buyer, account with which you purchase anything from Amazon, you are susceptible to several account suspensions due to:

1. Being from one of Amazon’s blacklisted regions or countries, such as Nigeria, India, and China.
2. Incomplete personal information
3. Large gift card balance
4. Opening another account after having been suspended, and
5. Mismatched names on the credit card and ID

If you are a seller, your chances of running into problems with Amazon are higher than a buyer’s. A buyer can complain about you and you lose your account immediately even if you are a reputed seller. Some major leading factors to seller account suspensions are:

1. Selling prohibited items
2. Receiving negative feedback
3. Inauthentic product complaint
4. Trademark and copyright complaints
5. Selling old items as new
6. Using multiple seller accounts
7. Dropshipping directly from retail stores like Walmart, and
8. Counterfeit or false counterfeit product complaints

Amazon weeds out sellers and buyers who fail to comply by their rules. However, you might be falsely affected by such suspensions especially that Amazon is leaning towards AI to automatically track and terminate suspicious accounts.

Escalating Complaints against Amazon through ODR Services

When you receive an email from Amazon about the suspension of your account for any of the reasons listed above, you can reach out to their customer service and follow their instructions to reinstate your account.

Following up with customer service is a crucial step before resorting to ODR. In some cases, Amazon will generate a code that you need in order to initiate the complaint on the ODR service you choose to use.

When all efforts to resolve your issue fail and the customer service is no longer of any use to you, consider escalating a complaint.

For more information on ODR disputes against other online platforms, you may find Upwork Resentment and disputes between you and Upwork. How to win a dispute against Upwork and the right to repair articles helpful.

Amazon ODR in The European Union and The United Kingdom

Amazon gives EU citizens the ability to file a complaint against it or third-party sellers through the EU Commission’s ODR platform and The Centre for Effective Dispute Resolution (CEDR). AS of the 1^st of January 2021, UK citizens are no longer able to use the EU ODR platform, and CEDR is now the only featured ODR platform for resolving disputes on Amazon UK.

Mediating with CEDR

To request mediation after failing to solve your issue by appealing, you should file out the request form on Amazon and upload the necessary documents if you still have access to your account.

If you do not have access anymore, you should contact Amazon by email and follow their guidance on how to proceed.

Usually, you will need to provide details on the nature of the conflict and the actions you anticipate from Amazon, your case ID, all relevant and supporting documents and specify your preferred language.

Amazon will review your request and attempt to resolve the issue without mediation within 10. If they are unable to resolve it, and your claim is eligible for mediation, you will receive a mediation code.

Find more details about requesting mediation with CEDR on Amazon’s terms of service (ToS) for UK and EU citizens.

Having received the code, you can head to the CEDR website and submit your application. When mediation concludes in your favor, CEDR will reimburse the fees you paid.

But because mediation is not a binding procedure, Amazon reserves the right to accept or refuse the mediator’s decision.

CEDR fees and process time

Amazon’s mediator’s fees range from €490 to €538. You will have to pay 50% of this fee and Amazon will cover the remaining 50%.  The mediator can have up to 40 days to review the case and announce his decision. The platform, however, allows a period ranging from 50 to 60 days for the overall process.

Mediating with EU Commission ODR Platform and Its Dispute Resolution Bodies

The European ODR platform does not require a code from Amazon. Therefore, you can initiate your complaint directly on the website.

When you create a complaint on the ODR website, Amazon will be notified via email and it has a period of 10 days to reply.

In Amazon’s ToS you will find the email handle, [email protected], that you should include in your complaint.

Upon accepting your mediation initiative, you and Amazon will have to agree on the dispute resolution body (DRB) that will handle the mediation according to the country where you reside.

It’s important to know that the European ODR platform will not handle the complaint itself, but the dispute resolution body that you choose.

Therefore, the complaint will proceed according to that body’s rules and guidelines. The outcome of the procedure is nonbinding in most cases, but some dispute resolution bodies offer binding closures.

This is why it’s important to review the list of bodies on the ODR platform and their respective profiles.

EU ODR Fees and Process Time

Using the European ODR platform is free. However, the dispute resolution body may charge a fee on both parties, on the trader, or none at all. Likewise, the procedure’s length varies depending on the body. Generally, the platform advises a maximum of 90 days.

For French customers, for example, Amazon recommends the e-commerce mediator of the Fédération du e-commerce et de la vente à distance (FEVAD) whose service is free for the customer and whose decisions are nonbinding.

Amazon ODR in the United States

From 2014 to May 3^rd this year, Amazon had forced its US-based customers and workers to resolve any dispute through binding arbitration. It also forced them to waive their right to court trials and class action lawsuits.

All cases must be referred to the American Arbitration Association, and Amazon reserves the right to choose its own arbitrator.

According to the AAA, Amazon had 16 consumer arbitration cases up to 2019. The arbitrators favored Amazon in 14 of them and sellers in only two.

Despite its firm regulations to prevent class actions, Amazon faced 75,000 arbitration claims which might cause it a fortune.

Consequently, Amazon changed its ToS from forced arbitration to lawsuits. The King County court, Washington is the only court to which you can take your complaint.

“Any dispute or claim relating in any way to your use of any Amazon Service will be adjudicated in the state or federal courts in King County, Washington, and you consent to exclusive jurisdiction and venue in these courts. We each waive any right to a jury trial.” –Amazon.com ToS

From May 3^rd, US-based customers and workers can take it to court, but they lost the ability to resolve their disputes as quickly and cheaply with ODR.

If you are looking for a lawyer or plan on initiating litigation, you can find all the resources and help you need, here.

Conclusion

Amazon adopts ODR disproportionally depending on your location, and overall, it is approaching it with great skepticism.

Customers from the member states of the European Union and the United Kingdom can only mediate their disputes with Amazon via the European ODR and CEDR with nonbinding outcomes.

With the European ODR platform, customers can start their complaints for free but might get charged by their chosen dispute resolution body. With CEDR, you and Amazon will pay the fees (€490-€538) 50% each. If your claim wins, you get reimbursed.

Regarding the procedure’s length, CEDR estimates 60 days as the maximum mediation period while the EU ODR platform sets a limit of 90 days.

For American customers, ODR is no longer an option after Amazon’s last update on their ToS this year. All disputes will now be referred to the court of King County in Washington State instead of arbitrated with the American Arbitration Association.

The post Amazon Online Dispute Resolution: Here’s All You Need to Know appeared first on ODR Guide.

JAMS main focus is to provide customized services to clients who can utilize face-to-face, virtual, or a combination of both services. JAMS state that their services are provided at a reasonable professional fee. Also, the estimated time to resolve a client’s matter depends on its complexity.

How much does JAMS fee cost? JAMS administrative fees start with $1,750 and increase to $3,000 if three or more parties are involved. In addition, a case management fee usually at 12% of the disputed amount, is assessed at the term of services. For consumer disputes, the fee is only $250.

To know more about JAMS’ alternative dispute resolution platform, please keep on reading. It is also interesting to know that some of JAMSadr’s big clients are UPWORK, Fiverr and Shein. You may find this article on winning disputes against Upwork helpful Upwork Resentment and disputes between you and Upwork. How to win a dispute against Upwork

Read more about ODR and other ODR platforms in All You Need To Know About The Mediation Room: The Future of Online Mediation and PayPal Dispute Resolution Center: How Does it Work and How much will it Cost You? and in What is ODR (Online Dispute Resolution)? What does ODR mean? and on other aspects such as the right to repair in The Right to Repair: Is It Illegal to Repair Your Own Phone?

What is the JAMS Arbitration Platform?

Do you want to settle some business or legal conflicts that you had? JAMS might offer the services that you are looking for! But before we talk about their services, let us understand what JAMS is.

JAMS stays true to their tagline, “We doesn’t just resolve disputes – we solve problems.” Since their platform was established in 1979, they continue to resolve clients’ disputes, and now, they are hailed as the world’s “largest private alternative dispute resolution provider.” (Source)

Furthermore, they have at least 200 associates, consisting of ADR system experts and experienced case managers, and 400 panelists with extensive practice in the legal field. Other than these, they also have specialized facilities and technology needed to maintain their services.

With all these, JAMS was able to handle 18,000 cases every year! These include various issues like personal injury mediations, complex ones, multi-party, and even multimillion-dollar cases. They offer their arbitrations both in the United States and worldwide.

The Origins of JAMS

JAMS is one of the available alternative dispute resolution platforms, and it is still adapting to the demands of their clients. They make sure to uphold their core values – neutrality, integrity, collegiality, collaboration, and diversity – to establish dedicated services to improve their services.

They have innovated well over the previous 40 years. JAMs was founded in 1979 by Judge H. Warren Knight. He saw how many potential ADRs have as he witnessed the shortcomings of traditional arbitration of civil cases.

With these in mind, he developed the idea of providing services to alleviate lengthened case times and clogged courts.

The early start of JAMS was faced with doubts as they started to question if people would like to avail these kinds of services since the court offers these as well. But to their surprise, JAMS was eventually made clients accept the ADR field!

Now, JAMS provides fast, cost-effective, and convenient services with its team of panelists and experts. They continue to grow as they are dedicated to this industry.

How Do JAMS Work?

Since we now know how JAMS came about, you might be interested in learning the details on how they offer their services. JAMS uses clauses, rules, and procedures customized for clients so that they can enjoy the benefits of dispute resolution.

One of the main reasons for the sudden soar reputation of JAMS is the attractiveness of the services. They constructed their services in a way that clients can save their time and money. Moreover, procedural options available are proportional to the case per client.

Remote, in-person, and combinations of these are the platforms that JAMS offers. For the remote aspect, Zoom meetings are usually used. This way, you can work on your dispute resolution at the comfort of your homes!

Virtual options are not limited to Zoom meetings. JAMS also offers its platform – the Endispute. This virtual option is operated by CourtCall and can be used if the client does not prefer the Zoom platform.

What You Need To Know About JAMS’ Services

Generally, JAMS offers services under several broad categories.

Arbitration

We can encounter lots of disputes. Availing arbitration services is not unusual, especially now that we are in the world of booming businesses. With JAMS’ arbitration services, face-to-face, virtual, or hybrid arbitration can be offered to you!

JAMS and its arbitrators can give you practical and timely litigation in any of the previous platforms. Parties are faced with a neutral arbitrator. This way, both parties can utilize and process their problem in the most proper protocol and procedures.

Nowadays, we cannot deny that online arbitrations are more preferred given their convenience and flexibility. With JAMS’ arbitration services, parties can offer you flexible schedules!

Mediation

JAMS also offers mediation processes that are rigorously prepared, creative, and collaborative! They do not give mere sessions as mediations. They diligently have pre-mediation up to post-meditation process to aid their clients to come up with the best dispute resolution.

Neutral Analysis

The services under this category provide clients with fine-tuned arguments and options so that their clients have the correct mindset and expectations throughout the arbitration or mediation procedures.

The neutral analysis services provide clients with a case strategy supplied by experts from the JAMS. Expert opinions from the attorneys of JAMS can help clients gain confidence and develop a good plan in facing their conflicts and resolving them. (Source)

Solutions for Higher Education

Other than the previous services, JAMS also offer solutions for students, faculty, and administrations of college and universities. These institutions also have conflicts arising from them, and JAMS got them covered!

How Much Would These Cost You?

Since cases vary from client to client, the estimated time to resolve a claim was not stated by JAMS. But, JAMS always assures their clients of time-efficient management of their clients.

What we do know, though, are the rates that are offered by JAMS. They mentioned that they have professional fees and administrative fees.

The professional fee refers to the hourly rate of the arbitrators themselves. You may know their rates if you contact a case manager of JAMS.

On the other hand, administrative fees involve a filing fee is $1,750 for two-party issues. If issues involve three or more parties, the filing fee is $3000. This fee must be fully paid for the commencement of proceedings. After the services, a case management fee, which is 12%, will be assessed.

Consumers only need to pay $250 as per JAMS Policy on Consumer Arbitrations.

Other than these fees for the United States, the Internation services have prices as well.

Hint: Our worldwide map for arbitration costs can assist you in estimating your arbitration fees.

What Can You Expect: The Pros and Cons of JAMS

The platform offers the benefits of efficient and good quality service. They remain true to their values of neutrality and flexibility. The arbitrators on JAMS are external to the case that they handle. Therefore, they maintain neutrality that offers fairness.

Moreover, their flexibility made them capable of adapting to their clients’ needs and schedules. This way, they can maintain their prestige by accommodating clients efficiently.

Despite all these, JAMS offers services on the more costly spectrum. Their fees are genuinely for commercial and business enterprises.

Moreover, an obvious disadvantage of JAMS is the need for adequate resources. Internet connection and gadgets are necessary if you plan to have virtual arbitration procedures.

In Conclusion

Eventually, JAMS showed that it could be an efficient, responsive, and professional arbitration and mediation platform. Currently there services are more suited towards more complex and expensive disputes. Therefore, for very small cases or projects, we would recommend including other options such as small claims courts.

The post Your Quick Guide to JAMS ADR Platform: Mediation, Arbitration, and Dispute Resolution Services appeared first on ODR Guide.

The Mediation Room is an organization of online dispute resolution field that aims to bring all those under a virtual platform! They provide online mediation for several kinds of cases that you might encounter. Their services are accessible over the internet and hence there is no location barriers.

Disputes inevitably arise between different parties. Also, most of these continue to become a bigger problem because sometimes, people do not understand all the rules and rights that govern specific workspaces.

One of the most suggested ways to help you settle disputes, if you encounter one, is with the aid of a legitimate and knowledgeable person. Since we are now in the age of the internet, everything can be done online!

Hence, the Mediation Room is a product of this age by bringing mediation services into the virtual space! If you are curious about the Mediation Room, then this article is for you. We will explore the relevant information about them, what comprises this organization, and all the great details on it!

For information on other platforms such as JAMS, please read Your Quick Guide to JAMS ADR Platform: Mediation, Arbitration, and Dispute Resolution Services, Example of Online Mediation Provider- SmartSettle as an Online Mediation tool and How to Win Disputes on Alibaba: The Ultimate Guide

Hint: You might find yourself going against a company on this platform due to a violation of warranty terms for fixing your own stuff. Read more about it in The Right to Repair: Is It Illegal to Repair Your Own Phone?

What is The Mediation Room?

Innovating our daily lives for convenience is always the top priority in our society nowadays. Since the internet gave us the convenience of using services in the comfort of our homes, many activities are being available thru a virtual platform.

Have you heard of online dispute resolution platforms? These are places where problems between certain parties can be facilitated through negotiation, mediation, arbitration, or any combination of these. If you do not know what is online dispute resolution “ODR”, then please consider reading this first; What is ODR (Online Dispute Resolution)? What does ODR mean?

The Mediation Room is among the available online dispute resolution platforms steadily improving over the past years. There “robot mediator” is leading the dispute resolution world with its swift developments.

In a nutshell, the Mediation Room is an organization that prioritizes innovation on online dispute resolution. This is called the “robot mediator” because it uses artificial intelligence algorithms as its online tool. In effect, human mediators are switched with the algorithm.

For now, these services can settle disputes assigned to it within less than an hour!

Graham Ross is an expert in online dispute resolution and specializes in resolving problems between shareholders. He made novel techniques to compensate for some issues in traditional dispute resolution. With his skills, he was able to be a co-founder of several online dispute resolution services, including those that function within the Mediation Room.

The Mediation Room was launched by a former Chief Justice, Lord Woolf, at the Law Society. This is a place where various online platforms, services, and organizations were assessed. (Source)

How Does The Mediation Room Work?

The online dispute resolution services provided by the Mediation Room are constructed by expert panel mediators that underwent training. They aim to resolve disputes without unnecessary delay, stress, and hassle of going to court face-to-face.

Moreover, with technological intervention, their services could process cases with either online conduction of consultations or using the artificial intelligence algorithm to help mediators improve the overall process for their assigned cases.

The Mediation Room operates with two main pieces of software for their panels.

These software are Smartsettle and their own platform, the SeeYouOutOfCourt, which CREK-ODR powers.

This way, parties can put out their disputes on the software. But, these cannot be seen by the other party in question. The rationale for such a design is for a more speedy resolution over a given amount of money put out.

Smartsettle also has a chatbox where parties can talk to one another. The mediator can also utilize this chatbox for discussion of some agreement, conditions, and the like.

This feature is convenient because communication can be done asynchronously at the most convenient time for the users.

This software was eventually developed into Smartsettle Infinity. Smartsettle Infinity is constructed for more complex problems where numerous parties and elements are involved in the settlement.

To clarify, this software does not make the decision making for the case. It mainly improves how the human mediator can control the case’s resolution. With this process, an agreeable solution is eventually concluded for both parties.

On the other hand, the Mediation Room’s own platform software includes a CREK-ODR powered platform. This software provides a comprehensive way to mediate discussions. They are capable of using text discussions or a video conference platform.

The Mediation Room Services: All its Descriptions and Vital Information

Mediation refers to a wide range of services that mainly assists people in their dispute resolution. Delay, stress, cost, and risks associated with the traditional face-to-face litigations are diminished. Also, mediators on this platform can aid the clients in reaching creative, fair, and reasonable solutions without going through so much hassle that traditional litigation holds. More about mediation in What is Conciliation? What is the difference between conciliation and mediation? and Key Issues for Successful Online Mediation

The services of the Mediation Room fall under three main categories:

1. Boardroom resolve which helps shareholders resolve their problems.
2. Smartsettle one (and Infinity) which utilizes AI to settle monetary disputes.
3. See You Out of Court which consists of a panel of mediators working online.

These are mainly disputes that need to be settled between shareholders. Their services are focused on problems between shareholders’ agreements and the necessary mediation and negotiation process.

Assisting clients or shareholders in their problems is the main task of the Mediation Room’s services. They do active helping of them so that a proper and legitimate course of action can be imposed.

Moreover, they can also do an alternative for the clients where a written negotiation strategy can be given to them. This is an option for clients who want to make the negotiation within themselves

The mediators can help clients by giving lists of legal laws that govern their conflict and subsequently provide options and projected costs and outcomes. Moreover, the mediators can also list possible adverse effects if shareholders do not agree between them.

Furthermore, a shareholders’ agreement can be provided by the mediators, of course, with the consent of the people involved.

What is a shareholder agreement? you might ask. A shareholders’ agreement refers to a contract where all the relationships, procedures, and rules you want for your company are written. This agreement can help you, and your future shareholders avoid disputes.

Other than that, shareholders and investors will be more enticed to your company, and you can eventually work your way up to success!

With all this assistance from the Mediation Room, shareholders become more oriented towards the fact that they need to negotiate for a resolution.

The virtual platform has benefits other than its convenience. It also saves you the hassle of encountering hot-tempered shareholders with whom you have disputes. The remote and virtual setup can powerfully manage that.

Moreover, since their stress and emotions are filtered out, they can think more objectively and focus on their case. However, one must not forget the drawbacks of the lack of human interaction and the individual technological abilities of the disputants. Therefore, a balanced line must be drawn when seeking such services.

Is The Mediation Room Reliable?

Now that you know what the Mediation Room is and its services, the next thing to know about is its reliability. Is the Mediation Room a reliable platform where you can place your trust?

The answer lies in its founders and success. The Mediation Room was constructed by and is currently being innovated by renowned experts in online dispute resolution. Moreover, all their mediators have undergone specialized training that prepared them for these kinds of cases.

From the perspective of a user, this is one of the comments on The Mediation Room and online dispute resolution platforms:

“I agree with Graham wholeheartedly… I think technology will enable the automated resolution of relatively simple, low-hanging-fruit type cases, but the overall increase in demand will cause a jump in the volume of cases that require human assistance as well. ODR is our best bet to expand access to justice while maintaining or improving quality of service…For legal professionals who are open to this future, there will be a lot of opportunity.” (Source)

Other than this, the platform itself proved its edge with its awards through the years. For instance, Smartsettle has been given awards for its innovation in the world of online dispute resolution. The Acquisition International awarded it in 2015 with “Best eNegotiation System” and also bagged the “Award for Innovation in International Dispute Resolution.”

Drawbacks of the Mediation Room

Whilst some issues and unpleasant incidents might occur on the platform, like any other online service, the real drawbacks of the Mediation Room stems from the mediation process itself and to that of ODR. These include:

• Mediation is usually not compuslory!
• Mediation will not work if atleast one of the parties is uncooperative or withholding information.
• Enforcement of decision concerns.
• Justice and fairness concerns if one or more of the parties are not well versed with technology (internet and online communications).
• Humans make mistakes ! (Errors and misundertandings).

Moreover, like any dispute, if the parties are willing to negotiate to reach an agreement in good faith then a reasonable and practical outcome will be possible.

You can read more in detail about the pros and cons of ODR in Online Dispute Resolution: The Advantages and Disadvantages.

Our Conclusion

The world is constantly finding ways to pursue the goal of developing convenient but quality services. This is the main reason why online dispute resolution paved its way in the legal and virtual world.

One of the platforms that traversed the path of innovation on dispute resolution is the Mediation Room. You can utilize multiple benefits with the services of the Mediation Room. They are currently innovating and will improve their services to help bring cost-free and delay-free mediation services.

For now, the edge of the Mediation Room is its virtually cost-free services. All you need to do is provide the cost for other legal aspects of your case. Moreover, the estimated time for this varies, but they mentioned that they could cut down the time from three months of mediation to a half-an-hour mediation session!

The post All You Need To Know About The Mediation Room: The Future of Online Mediation appeared first on ODR Guide.

Online services and mediators for transactions are handy given the age of the internet. Our lives are revolving more in the virtual world. Nowadays, lots of different operating platforms for online payments are being utilized by consumers, including you!

Indeed, you are aware of PayPal: an American company that provides an online money transfer mechanism for numerous countries. This platform is a virtual alternative to usual payment methods such as cash, checks, and money orders. Because of this, PayPal is widely used as a payment processor for online transactions or other commercial purposes.

PayPal maintains its reputation by ensuring that buyers and sellers of the platform will have easy and secure transactions. Any platform will eventually encounter disputes in some of its transactions. So, PayPal established its resolution center specifically to handle these problems!

If you want to know all about the PayPal Resolution Center: all the descriptions and how the features work, continue reading!

For more about other dispute resolution centers; Using the eBay Dispute Resolution Center: All You Need To Know About Resolving Your Online Disputes, Shein Paypal disputes, and How to Win Disputes on Alibaba: The Ultimate Guide, and Example of Online Mediation Provider- SmartSettle as an Online Mediation tool and AliExpress.

What is the PayPal Resolution Center?

PayPal’s popularity continues to escalate year by year. Now, they have as many as 300 million users from all around the world. Also, their accessibility to various countries makes them very convenient.

However, PayPal also encounters problems. A colossal number of active users translate to an escalation in the number of disputes! Scammers, faulty transactions, or misunderstandings are inevitable. To ensure that PayPal bounces back from such a setback, they worked on their resolution center.

You can report issues such as failed deliveries, unauthorized transactions, wrong billings, and keeping track of your previous claims.

This online dispute resolution platform serves as a bridge where the buyers can communicate with the sellers, or vice versa, with the hopes of resolving their problems. The goal is always to reach the most reasonable verdict and act accordingly. (Source)

Unfortunately, as of June-21, the PayPal Resolution Center can only be used on a web browser.

You cannot utilize this yet on the app of PayPal.

What is the difference between a dispute and claim on Paypal

This resolution center makes use of specific terminologies. You might be confused if you are unfamiliar with them. For now, you should know the difference between a dispute and a claim.

Disputes refer to a scenario where you want to communicate to the other party because you encountered a problem with your transaction. Basically, you talk to each other, with the platform mediating you to reach an amicable solution. (Source)

If you cannot solve your dispute, you can escalate it as a claim.

The difference in escalating to a claim is that you choose not to talk with the other party. PayPal investigates claims, and they are responsible for deciding the course of action.

How Does the PayPal Resolution Center Work?

Overall, the PayPal resolution center is a well-constructed online platform. Of course, there will still be some problems. Let us have an in-depth exploration of the center and how to utilize it efficiently when needed:

Initiating a complaint on Paypal

You can initiate a complaint by communicating with the seller or buyer you previously had a transaction with. If you are having trouble looking for their contact details, you can see them in your “Activity” tab and select “Payment.”  

What is the current time limit to open a dispute on Paypal? The time limit for opening a dispute on Paypal is within 180 days from the date of payment.

This way, the problem might be resolved by giving you a refund or initiating a return of products.

Remember that the Resolution Center can only be used on your browser, and you cannot find this if you are using your PayPal app.

What happens after initiating a complaint on Paypal?

When a complaint is initiated, the other party involved will receive an email so that the case will proceed to resolution. The other party can also see the notification in their own Resolution Center tab.

Moreover, the money received by the seller during the transaction under question will be on hold while resolving the complaint.

Do not worry! This will be released to the respective PayPal accounts once the case is settled in their favor.

Escalating a dispute to a claim on Paypal

Escalating your dispute to a claim is an option if you determined that your case’s resolution was unsatisfactory or unresolved.  

Escalating to a claim means that you want PayPal to investigate the problem and decide the best course of action.  

Responding to a dispute on Paypal

What if you are on the receiving end of the stick? If a problem is filed on you, you will receive an email or get notified on your Resolution Center tab. Of course, you need to respond to that case.

Once you log in to your PayPal account, you need to go to the Resolution Center. Do this on your web browser. Click “View” to see the case. Here, you must respond to the other party. You should follow the instructions there. You might need to state some information like tracking numbers etc. Lastly, click “Post Message.” (Source)

Posting the message directs it to the other party. This gives you the chance to resolve the problem efficiently. Remember to be polite!

How Long Will It Take for PayPal Resolution Center to Investigate your Claims?

When filing disputes or claims, make sure that you do this within the timeframe given by the PayPal Resolution Center. A dispute can be initiated in no more than 180 days from the transaction date.

Hopefully, within this time, a resolution can be achieved.

If your problem is unresolved within those 20 days, you now have the option to escalate it to a claim. This way, PayPal will intervene to help you. Remember that escalating a dispute to a claim means the dispute will be automatically closed.

The PayPal Resolution Center is committed to providing a reasonable resolution to problems that arise on its platform. They give reasonable timeframes.

However, the overall time needed to resolve your dispute varies because it depends on the amount of time each party responds to one another.

It can reach as many as 30 days before arriving at a solution. Sometimes, it is much faster. On average, it takes 10 to 14 days to resolve here on PayPal. (Source)

Are There Fees Involved in Using the PayPal Resolution Center?

Now that you know how the resolution center works, you might be curious about its fees. Do you need to pay a processing fee if you want to use the PayPal Resolution Center? There is no processing fee needed for disputes and claims on Paypal. You can use the resolution center for free! This is very convenient since you will not have to worry about additional charges on your end.

However, certain cases warrant a processing fee. For instance, if your problem is a chargeback, then you can incur a fee of up to $20. This problem is related to card issuers that need refunds. (Source)

What Are Some Common Causes for Disputes and Claims on Paypal?

One common reason for disputes is not receiving the item purchased. Since PayPal is an international platform, products and services can also be shipped to and from different countries.

This opens the door for a lot of shipping-related problems and misunderstandings, usually outside the buyers’ and sellers’ control.

Likewise, buyers encounter problems such as receiving items that are different from the seller’s description.

Of course, it is the buyers’ right to receive a product the way it is advertised. So, if you are a seller, make sure to double-check products before shipping them!

Similarly, buyers must carefully read product descriptions to avoid misunderstandings.

In Summary

A virtual payment method is very convenient given that most of our e-commerce activities are now over the internet. Despite the convenience, risks are always present. PayPal is not immune to this.

The PayPal Resolution Center can provide its users with a platform that can help resolve simple transaction issues. The average expected time to resolve a dispute on Paypal is 10-14 days and with no processing fee.

In case a dispute escalates to a claim, the duration will depend on the complexity of the case as Paypal will have to go through the details and resolve it. Fees are only applicable if there are chargebacks.

Be careful with Chargebacks on AliExpress as explained in AliExpress Disputes: A Comprehensive Q&A guide as it might get you banned.

The post PayPal Dispute Resolution Center: How Does it Work and How much will it Cost You? appeared first on ODR Guide.

All you need to know about eBay dispute resolution in 30 seconds:

1. eBay dispute resolution center settles buyers and sellers disputes for FREE.
2. The average time to resolove a dispute on eBay is 5 to 7 days.
3. If the dispute is not resloved, the claim is resolved via Squaretrade-eBay platform.
4. It takes a minimum of 30 days to settle a claim on Squaretrade-eBay.
5. The fee for eBay mediator is $15.

One of the most resounding online platforms which take care of both its buyers and sellers is eBay. Given the vast amount of people it caters to, issues will surely arise, right?

Because of this, eBay made an online dispute resolution platform where these issues can be settled for free. Each case can be resolved between the seller and the buyer first before going to more complex dispute resolution means. If disputes are not resolved at this level, the platform can help you connect with a professional mediator with a fee of at least $15.

So, what is the time and cost to settle a dispute on eBay by a mediator? On average, eBay can settle refund disputes in around 5 to 7 days. The cost to mediate a dispute on eBay is $15. You might have to wait up to a month for other complex cases since eBay ensures that adequate time is given to each party to defend itself.

Generally, the eBay Resolution Center is trusted, fair, and even considered a model dispute resolution platform online. The construction of the system of this resolution center is very efficient and can surely help anyone with their eBay disputes.

This article will tackle all the information you need to know about eBay and its resolution center. You can read later about how to open a case and how to file specific claims here. If you are interested to learn about these, then this article is for you!

To read more about online dispute resolution platforms, check out this article; Example of Online Mediation Provider- SmartSettle as an Online Mediation tool and Alibaba, AliExpress, Airbnb, Shein, and Paypal ODR platforms.

You may also refer to our review on Document Crunch, the AI platform, for reviewing contracts with the intent of reducing risks and disputes.

Some Facts About eBay

eBay is an e-commerce corporation founded in San Jose, California, back in 1995. This multinational corporation is among the world’s biggest marketplace where people from various countries come together to purchase and selling all sorts of goods and services. (Source)

Surprisingly, eBay started off as a small website for auctioning items. Now, you can see lots of products that range from knick-knacks, electronics, sporting items, and even heavy industrial equipment. (Source)

When eBay is claimed as one of the biggest marketplaces in the world, they really mean it!

Now, as many as 100 million have been registered users of eBay. In addition, their gross merchandise volume is no joke as well. Back in 2016, eBay had as much as $83 billion gross merchandise volume. This made a steady increase as the e-commerce corporation continued to grow in recent years.

The eBay Resolution Center: Can it Help You with eBay Disputes?

We do not live in a perfect world. In one way or another, you might experience some issues with your online purchases. You might have a defective item or late delivery.

Similarly, sellers might face these problems as well. Your buyers might not pay or might complain of faulty items when they are not.

The eBay case center can help the buyers and sellers resolve any issues between their transactions.

Moreover, this ensures that any open dispute is secure. You do not need to worry about your personal information being leaked to unwanted parties. (Source)

The eBay Resolution Center has resolved as many as 60 million disputes in its 15 years of service. With this, third-party human intervention is minimized, and dealing with transaction disputes is quickly done.

Purpose and Benefits of the eBay Case Center

Electronic commerce companies such as eBay are fast-growing.

Especially with the recent trend of putting most of our tasks online, the internet had been a convenient platform for everyone. Along with improving the selling platform itself, eBay is also committed to protecting its consumer by having an outstanding resolution center.

With this commitment, they efficiently protected their marketplace while maintaining their high gross domestic product rates. eBay is the most advanced in constructing an online dispute resolution platform.

As it is born from one of the largest e-commerce platforms, the eBay Resolution Center is also considered by many companies as a successful dispute resolution platform.

As long as eBay can promote fairness and equality in their online dispute resolution, they can surely maintain and gain more trust from their consumers.

Previous empirical research has mentioned how effective this method is! Because of a usable case center on eBay, buyers and sellers will have fewer doubts about this e-commerce corporation’s legitimacy and services.

With a reliable resolution center, misunderstandings online can be resolved fairly and reasonably since this platform is neutral between the buyers and sellers. Users can also benefit from avoiding pre-mature negative feedback and improved overall trust of consumers to the eBay community. (Source)

eBay Dispute Resolution Center: What Buyers and Sellers Need To See

eBay’s dispute resolution platform has achieved a fantastic feat since it can resolve millions of disputes worldwide. Given that this is a massive online marketplace with many consumers, they created an automated platform where virtual negotiations can support buyers and sellers when they encounter transaction issues.

Buyers and sellers are first encouraged to settle the problem within themselves. However, if they cannot reach a verdict at this point, then the eBay Resolution Center is a place where they can open a case or file a claim.

eBay uses SquareTrade as its dispute resolution provider. With this, consumers can use an online forum for free to resolve their problems. SquareTrade can also refer a professional mediator as needed. (Source)

If you want to file a claim or dispute, it is free. SquareTrade can contact you after laying down your concern, and they will facilitate the involvement of the other party involved to help you resolve your issues. (Source)

The free virtual process of this consists of a reliable algorithm. However, if matters arise that you might need assistance from a professional mediator, a fee of $15 is requested from you.

In using eBay and its Dispute Resolution Center, here are some things to keep in mind:

1. Make sure to be creative, focus on building solutions for problems, and avoid being threatening. When communicating, it is best to keep in mind that good business should still be upheld.
2. If you are a buyer, be responsible for placing the correct delivery address and pay using accredited means. Also, make sure to check out the right items!
3. For sellers, it is best always to use a recorded delivery method to ensure that buyers will be required to sign as they received their packages. This can help save a lot of your time!

Opening a claim will make eBay hold the funds that are involved. Sometimes, eBay can even limit the seller’s ability to accept Paypal payments until a dispute has been resolved.

What Are The Common Disputes Arising From eBay Users?

First, let us differentiate a dispute from a claim on eBay. Generally, disputes are a lower level of problem. A dispute is when the buyer and seller can resolve the issue independently or with the eBay Resolution Center.

Some disputes can be elevated to a claim by either the buyer, seller, or both. This time, a third party or investigating agent will review the problem and come up with a decision that will be most fair in the given case.

Common disputes that you might encounter would be the failure to receive an item or receive an item that does not match the description on its related media.

On the other hand, sellers might have disputes about not receiving payment or canceling some transactions midway.

What Should You Do When You Have An Issue on eBay?

Now that you have seen all this vital information, you might now ask: how can you open a case or file a claim on eBay?

There are several ways to do this.

To file a complaint, you will be asked to create a SquareTrade ID and password to enter your complaint information. SquareTrade is responsible for notifying the other party of your case or claim so that they may respond accordingly. Note that all the information that you will present will only be accessible to you, the other party, and a third party if you wish to include them.

Many successful disputes have been resolved this way.

You can also opt to go to the Resolution Center on eBay thru the navigation bar. In your “Purchase History,” click on the item that you’ve purchased and scroll down on that page to find the Resolve a Problem option.

The “Resolve a Problem” form will show you some common disputes such as the wrong item, not receiving payment, etc.; you can choose your concern from these options.

However, you will be directed to a Customer Service page if your situation is not listed there. This is virtually a forum page that helps open your problem for resolution.

eBay realized that these alone would not suffice in providing the best customer satisfaction. Hence, eBay enforced some policies that are fair and just to its users. They implemented the eBay Money Back Guarantee policy.

The eBay Money Back Guarantee facilitates the return of defective or damaged items.

Under this policy, sellers are given three business days to respond to buyers. Their response must include a solution which may be a replacement, a return, or a refund.

The seller’s failure to respond or give a satisfactory resolution will prompt the buyer to ask eBay to help at 30 days.

If eBay is asked to intervene with their dispute, they can decide within 48 hours.

If the buyer or seller wishes to appeal, they can do so within 30 days. Under the eBay Money Back Guarantee, both the seller and the buyer have to adhere to certain obligations that ensure the protection of both parties.

1. Buyers are required to receive the item in question. They have up to 30 days from the estimated delivery date to inform their seller that it was not received. The seller then has three business days to give a solution.
2. For items that do not match the seller’s description, damaged, or defective, the buyer must submit a return request within 30 days from the delivery date. If the seller does not respond to the buyer’s request, then the buyer can ship back the defective item within five business days from filing the dispute. For refunds, you generally get it within 5 to 7 days.
3. Lastly, a SquareTrade mediator can be asked to intervene. This goes with a fee of $15. They will help you resolve whatever needs to be concluded.

Is eBay Online Resolution Center a Fair Platform?

The system of eBay in resolving disputes seems promising. But you might be wondering if they decide it in a fair manner.

Fortunately, eBay provides fair opportunities for both the buyers and sellers in terms of the usage of their resolution center. The process does not give an unreasonable benefit in favor of one party. Moreover, negotiations are welcomed by eBay.

They also allow a reasonable time frame when a dispute needs to be dealt with. For instance, when a dispute or claim is opened, the sellers have three days to respond to their buyers. Consequently, the buyer must respond to that within four days. (Source)

The quality of customer satisfaction afterward is also essential to look at. This is a measure of how happy the users are after availing of service on eBay.

This includes the users’ outlook on the platform after using their dispute resolution center.

There have been some concerns over this. Some users of the dispute platform had some dissatisfaction issues when faced with Customer Service. This includes having “rude customer service,” “a waste of time,” or a lack of apology. Moreover, some sellers claim to be a victim of some dishonest buyers who falsely tag their goods as defective or damaged.

Even though the platform itself can provide you with fair and just resolutions, there are just some factors outside the limits of what eBay can control. This includes the honesty and patience of their users.

In conclusion

If you have problems with your previous purchases on eBay or encountered some problems selling your goods on eBay, their dispute resolution platform can initially help you for free.

With this, you are assured that using the platform can give you a good security backup. All you need to do is follow the steps on their Resolution Center page to file your case. They will surely help you connect with the other party involved in reaching a verdict.

The overall time that is given to the buyers and sellers is undoubtedly reasonable. Yes, waiting 30 days for an appeal might seem like a long time, but balancing fairness within the community is essential.

Moreover, the leeway for the response of each party involved is reasonable as well. Most importantly, using their services is free unless you would choose to have a professional mediator at $15.

The post Using the eBay Dispute Resolution Center: All You Need To Know About Resolving Your Online Disputes. appeared first on ODR Guide.