ADR as Public Policy: Domestic and International Perspectives
Among privately created online dispute resolution systems, the eBay Resolution Center stands alone. eBay’s process has resolved more disputes over a longer period of time than any other online dispute resolution process in the world. Launched in 1995, eBay was designed to be the largest global online marketplace, evolving from its roots in consumer-to-consumer (C2C) auctions into Business-to-Business (B2B) and Business-to- Consumer (B2C) verticals. After it acquired PayPal in 2002, eBay set about building a robust, end-to-end Trust and Safety infrastructure. A core tenet of that infrastructure is the Resolution Center, an online redress process provided to every eBay and PayPal user in the world, customized to address most of the dispute volume that arises between buyers and sellers that utilize eBay’s services around the world.
Louis F. Del Duca, Colin Rule & Kathryn Rimpfel, eBay's De Facto Low Value High Volume Resolution Process: Lessons and Best Practices for ODR Systems Designers, 6 Y.B. Arb. & Mediation 204 (2014).