Cross Border Dispute Resolution

Abstract

Since the inception of technology which propelled globalization, further catalyzed by COVID pandemic, the reliance on electronic means for communication, transactions, and interactions has become paramount. Recent findings from a Euro barometer survey reveal that a substantial 41% of individuals who initiated formal complaints regarding cross-border purchases expressed dissatisfaction with the resolution process.  Notably, a mere 6% pursued arbitration, mediation, or conciliation mechanisms, prompting a critical examination of the reasons behind the limited recourse to these dispute settlement avenues. This research paper investigates the underlying factors influencing the low utilization of such mechanisms, probing into the experiences of dis-satisfied consumers and the barriers they encounter. Efficient resolution of disputes is recognized as a method to boost consumer trust in online purchases across international borders. This study investigates the practicalities of redress mechanisms available to consumers, the enforcement of consumer rights, and the utilization of online alternative dispute resolution, particularly within the context of cross-border e-commerce.