跨境線上紛爭解決機制－以電子商務平台內部紛爭解決機制為中心

跨境線上紛爭解決機制為本文研究之主題，因觀察到大多數跨境消費者及商家，多以電子商務平台提供之內部紛爭解決機制，作為解決跨境電子商務交易所產生的紛爭，因此對電子商務平台提供之內部紛爭解決機制做較詳實的探討。為探討電子商務平台提供之內部紛爭解決機制，本文首將梳理線上紛爭解決機制發展之原因及脈絡，以作為機制設計原理及相關國際規範之背景。線上紛爭解決機制如何成為跨境電子商務紛爭解決的良好管道為本文探討之主題，第三章探討國家公部門提供線上解決跨境電子商務紛爭的可能性，並舉出國際間公部門結合線上紛爭解決機制與司法體制之案例，及提出未來國家公部門以線上法院參與跨境跨境電子商務紛爭解決中之藍圖。第四章則以目前最多跨境消費者使用之紛爭解決管道—電子商務平台提供的內部紛爭解決機制，作為探討之對象，並提出此管道之優點及遭批評之處。第五章則整理國際間線上紛爭解決機制的新發展，即國際貿易委員會於2016年審定網上爭議解決的技術指引，提出線上紛爭解決機制應具備之要素，作為檢視線上紛爭解決機制之標準。最後，本文提出國際間及我國如何以低成本、高效率的方式，管制跨境電子商務平台所提供之內部紛爭解決機制，並期許我國能於短期內，提出保障我國跨境電子商務平台內部紛爭解決機制使用者之方法。

關鍵字

線上紛爭解決；跨境電子商務；線上小額訴訟法院；電子商務平台內部紛爭解決機制；網上爭議解決的技術指引

並列摘要

This article studies cross-border online dispute resolution (ODR). The main focus is internal dispute resolution mechanism provided by E-commerce platforms, because most of cross-border consumers and vendors choose to use this mechanism instead of going to court or using alternative dispute resolution (ADR). For the purposes of a clear discussion, this thesis will first introduce the backgrounds of ODR developments, and the reasons behind those developments. The introductions will serve as background knowledge of core principles valued when designing ODR systems and international regulations of ODR. One of the main issues is how ODR can serve as a good dispute resolution mechanism. Chapter 3 starts by exploring the possibility for the public sectors to provide ODR for cross-border E-Commerce disputes, using examples of combinations between ODR and courts worldwide, this thesis suggests the possibility of participation in cross-border ODR by public sector in the future. Chapter 4 attempts to analyze the most popular choice of cross-border ODR— internal dispute resolution mechanisms provided by E-commerce platforms, by providing examples of large-scale cross-border E-commerce platforms, and discusses the pros and cons of the mechanisms. Chapter 5 presents the essential elements of ODR, by taking inferences from Technical Notes on Online Dispute Resolution made by United Nations Commission of International Trade Law (UNCITRAL) in 2016, the elements serve as the standard to review ODR mechanism. In light of the above, this thesis presents proposals on regulating E-commerce platform internal dispute resolution mechanisms, in an efficient manner while with low costs, hoping Taiwan to increase the protection level on users of E-commerce platform internal dispute resolution mechanism as soon as possible.