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Online Solution For Online Problems Presentation to OECD December 11, 2000. Cara Cherry Lisco Director SquareTrade Mediator & Arbitrator Network. Online Dispute Resolution Web-based tool: highly scalable and extensible for b2c, c2c and b2b settings

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Presentation Transcript
slide1

Online Solution For Online Problems

Presentation to OECD

December 11, 2000

Cara Cherry Lisco

Director SquareTrade

Mediator & Arbitrator Network

trust building services to enable e commerce

Online Dispute Resolution

  • Web-based tool: highly scalable and extensible for b2c, c2c and b2b settings
  • Exclusive network of 250 mediators and arbitrators
  • Multiple tailored ODR processes

Seal Member Program

  • Commitment to resolve all customer issues
  • Compliance with SquareTrade Merchant Standards
Trust Building Services to Enable E-commerce
the squaretrade solution

Pre-transaction

Post-transaction

SquareTradeSeal Display

Direct

Negotiation

Mediation

Arbitration

Feedback Mechanisms

What:

Online access

to skilled

arbitrators

Pre-commitment to resolving disputes

and history of good performance

Automated system to structure communication of problem & resolution

Online access to

skilled mediators

Mediation & arbitration fees depend upon marketplace

Annual Fee (scaled to size of business)

Currently free to

users

Cost:

The SquareTrade Solution
squaretrade delivers value to parties
SquareTrade Delivers Value to Parties
  • Broad case experience: over 30,000 cases handled; $11 million in transaction value to date
  • Solid international knowledge: 80 countries; 3 languages
  • Demonstrated results: over 80% completed case settlement rate; average two week resolution
strong squaretrade odr uptake
Strong SquareTrade ODR Uptake

Cumulative Cases Filed

  • Online dispute resolution quickly adopted

% Cases Resolved in Direct Negotiation

  • Fully automated resolution highly effective
application across e commerce

C2C Auctions

B2B

Business

Enablers

Frictionless

Application across e-commerce
slide11

Entering Direct

Negotiation

slide13

Resolution

Achieved

key proven values to commerce
Key Proven Values to Commerce
  • Confidence to transact = sales
  • Access to solution where none existed before
  • Neutrality
  • Comprehensive tailored solutions
  • Increasedcustomer retention
slide15

Cara Cherry Lisco

cara@squaretrade.com