中國大陸電子商務交易網路購物糾紛問題分析之研究

Analysis of online shopping dispute in Mainland Chinese

康嘉妤(Jia-Yu Kang)

指導教授 ： 曾義明

淡江大學/國際研究學院/中國大陸研究所碩士班/碩士(2013年)

https://doi.org/10.6846/TKU.2013.01213

摘要

開始轉型乃以發展內需市場為發展目標，電子商務的經濟貢獻占GDP的消費比重也日趨上升。也因此網路賦予了電子商務諸多的優點，使電子商務受到了經營者和消費者的歡迎和支持，進而推動了中國大陸社會經濟的繁榮。

由於網際網路的迅速發展改變了傳統的貿易方式，催生了電子商務。電子商務代表了一種全新的商業模式，在帶來無限機遇的同時，也產生了新的問題。這些問題同時已成為阻礙電子商務發展的瓶頸。因此如何公平、有效的解決電子商務糾紛，建立起再現交易的信賴感，已成為當前電子商務發展的重要課題。

電子商務是這個時代最主要的商務活動之一，但再給人們帶來便捷的同時也帶來了許多新型的糾紛，以去年(2012年)電子商務糾紛中，其中網路購物糾紛占其投訴比率一半以上，值得探討其原因及其解決的方式，這同時也給予了法律上及傳統糾紛解決模式上帶來新的挑戰。因此，如何公平、有效的解決電子商務糾紛，建立在線交易的可信度，已成為當前電子商務發展重要的課題

本研究目的是為了探討中國大陸網路糾紛購物的相關法令、整理分析中國大陸網路購物交易問題相關法律規範及網路購物交易問題解決的方式，以提升參考的價值；在研究範圍而言，本研究分別從整體面來觀察中國大陸電子商務市場，在整體方面從電子商務的目前發展現況等來帶入個體面的網路購物市場糾紛相關統計及存在的問題、交易流程、防治稽核、仲裁機制再到案例說明，最終再說明糾紛解決的辦法。

針對以上所述之研究重點，本論文歸納出來的結論有: 通過分析各類電子商務糾紛的特點及原有的電子商務糾紛解決模式：如調解、仲裁、訴訟存在的某些固有瑕疵，對消費者而言，內部平台線上仲裁，是迄今解決糾紛方式上大家最普遍所使用及最有效處理之方式。

關鍵字

電子商務 ； 網路購物 ； 消費糾紛 ； 第三方支付

並列摘要

The 21st Century is a time of Internet Economy, it's the development trends in China for the next 25 years. As the economy starts to transform into developing domestic market as their development target, the economic contribution of E-commerce has rise in the GDP's consumption ratio. Therefore the internet has offer E-commerce many advantages, it's welcomed and supported by both the operator and the consumer, thus promoting the socio-economic prosperity of China.

Due to the rapid growth of the internet, traditional trading has changed and E-commerce was developed. E-commerce represents a whole new business pattern, by bringing infinite chances, it also brings new problems. These problems has turn out to be the stumbling stone for E-commerce. Therefore how to solve an E-commerce's dispute fair and efficiently and reconstructing trust in online trading is the priority of E-commerce development.

E-commerce is the most important business activity in this time, but by bringing convenience to the people it also brings up new disputes. In last year's(2012) E-commerce disputes, Online shopping disputes accounted for more than half of the complaints ratio, it's worth discussing the cause and the ways to solve it. This also gave a challenge to the law and the traditional way to solve a dispute. Therefore how to solve an E-commerce's dispute fair and efficiently and reconstructing trust in online trading is the priority of E-commerce development.

In order to enhance the value of the reference, this research's purpose is to discuss the laws for China's online shopping dispute, organize and analyze the laws of China's online trading and the ways to solve the trading problems. In terms of the scope of the study, the research was to observe the overall aspects of the E-commerce market of China, we will start from the development status of E-commerce and count in the statistics of online shopping market disputes, the problems that exists, trading process, prevention audit, arbitration system, cases explanation, and finally explain the ways to solve the disputes.

Focusing on the research priority being stated above, this paper generalize this following conclusion. By analyzing every kinds of E-commerce dispute's feature and the original E-commerce dispute solving pattern, ex: the flaws that exists in mediation, arbitration, and litigation. Therefore, the consumers think that the best and the most acceptable way to solve an E-commerce dispute is to punish on the inner platform online.

並列關鍵字

E-commerce ； Online shopping ； Consumer disputes ； Third-party

參考文獻

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