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Cara Cherry Lisco Director SquareTrade Mediator & Arbitrator Network

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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Cara Cherry Lisco Director SquareTrade Mediator & Arbitrator Network

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  1. Online Solution For Online Problems Presentation to OECD December 11, 2000 Cara Cherry Lisco Director SquareTrade Mediator & Arbitrator Network

  2. 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

  3. 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

  4. 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

  5. Strong SquareTrade ODR Uptake Cumulative Cases Filed • Online dispute resolution quickly adopted % Cases Resolved in Direct Negotiation • Fully automated resolution highly effective

  6. C2C Auctions B2B Business Enablers Frictionless Application across e-commerce

  7. SquareTrade on eBay

  8. SquareTrade Home Page; Accessing the Solution

  9. Filing a Case; Breaking Down the Issue/ Determining Solutions

  10. Respondents are automatically notified Automatic Notification

  11. Entering Direct Negotiation

  12. Requesting a Mediator

  13. Resolution Achieved

  14. Key Proven Values to Commerce • Confidence to transact = sales • Access to solution where none existed before • Neutrality • Comprehensive tailored solutions • Increasedcustomer retention

  15. Cara Cherry Lisco cara@squaretrade.com

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