【正文】 這部分討論的是一個(gè)實(shí)質(zhì)的問題即正當(dāng)程序的高標(biāo)準(zhǔn)要求是否現(xiàn)實(shí)可行。 網(wǎng)絡(luò)的技術(shù) 的應(yīng)用大大減少了糾紛解決的成本 。 因此， 對(duì)于簡單的小額糾紛和復(fù)雜的高額糾紛應(yīng)分別遵守不同的正當(dāng)程序標(biāo)準(zhǔn) 。 本文至少 可以得出這樣一個(gè)結(jié)論在線解決糾紛機(jī)制應(yīng)當(dāng)遵守正當(dāng)程序標(biāo)準(zhǔn)，而下個(gè)問題則是 應(yīng)該 怎樣 實(shí)施這些標(biāo)準(zhǔn)。然而在上限值消費(fèi)者區(qū)段， ODR 應(yīng)該合并某些如上所述的程序要求來保證正當(dāng)程序 。 雖然只規(guī)定極小的標(biāo)準(zhǔn)，目前 在 29 個(gè)國家之間已達(dá)成協(xié)議 標(biāo)志著 公眾輿論 作用的發(fā)揮已達(dá)到 國際水平。 wish to maintain good customer relations. For some, although not all consumers this might be the only instance in which they buy from this supplier. Thus if, as is sometimes argued, the success of mediation as a dispute resolution technique depends on the continuity of the relationship between the parties, online mediation may not be effective in oneoff consumer disputes. Another issue with online mediation is that the involvement of a human mediator means that the procedure may be too expensive for very small value claims as generally speaking, the fees start in the range of US$ 20200. Automated Settlement Systems Automated Settlement Systems are a highly innovative form of ODR, suitable for moary claims (. where liability is not disputed, but only the amount of pensation is at stake, such as certain insurance cases). Automated Settlement Systems may also be used as a negotiation tool as part of another dispute resolution procedure. The process involves the parties making successive blind bids. This means that the bids are not disclosed to the other party. Once the bids are within a certain range of each other (. 30%), settlement will automatically be reached, for the median amount. The process is driven by software so that no human third party is directly involved and is therefore particularly costeffective. The software keeps offers confidential until they e within the range. Communication tools such as and webbased platforms support the settlement process. Complaints Assistance 13 Complaints Assistance provides the parties with tools allowing for effective munication. At a minimum, it allows a consumer to make a plaint and municate a demand for redress to the respondent. Complaints Assistance also involves the provision of general assistance such as the provision of information (such as legal advice) for the purpose of selfhelp. Complaints Assistance works as kind of online law centre. Credit Card Charge Back Although credit card charge back mechanisms are not strictly speaking dispute resolution mechanisms, in the consumer context they fulfil this function and do so in an effective manner. A credit card charge back is a procedure set up by the credit card issuer allowing the consumer to cancel the payment of the purchase price effected by a credit card. If the bank considers the consumer39。 choice of an outofcourt procedure. By the same token, therefore, the parties may expect that the ODR proceedings are kept confidential. To the extent that ODR enables the settlement of private disputes and no adverse public interests are involved, ODR should equally allow for secrecy and confidentiality. However in the consumer context, there may be wider public policy concerns 15 involved. For example, in cases of widespread business malpractice on the mass consumer emerce market, the public should have a right to know. Equally, looking to the future, if ODR bees the dominant form of dispute resolution in emerce disputes, ODR arbitration decisions should form a body of law as there will be few court decisions and otherwise the rights and obligations of parties in emerce will be uncertain. It can be argued that the law governing emerce will not develop further and be not transparent, unless decisions are published. Obviously this argument only applies to binding online arbitration, as online mediation does not produce authoritative rulings. Unless there is sufficient transparency ， Nevertheless the question arises to what extent publication of results is practicable. It is to be expected that suppliers will resist the publication of results. For online mediation, because of the informality of the discussions and solutions reached, publication probably has to be limited to general statistics such as the number and kind of disputes . In the ideal world, in the case of consumer online arbitration, however, the decisions should be published. In practice, most ODR providers have not implemented publication of results and, of course, there is no legal obligation on them to do so . Finally, for the purposes of transparency, the ODR scheme should also make clear the type of rules, standards or law (such as legal provisions, equity, codes of conduct) serving as the basis for the settlement or decision . Language Barriers Only few ODR providers have given sufficient attention to the problem of cultural and linguistic differences. At present, most ODR services on offer are conducted in English and only very few offer a bilingual or multilingual service . Right to be Heard, Right to Respond, Fair Hearing The right to a fair hearing means that each party must be given an opportunity to state their case and to hear and respond to the other party39。s account with the price paid and the business will not obtain payment. This in effect puts the credit card issuer in a position of a third party neutral arbitrating a dispute between the consumer and the business. The credit card issuer will investigate the consumer39。現(xiàn)有的消費(fèi)者 在線解決爭議的 計(jì)劃 仍在一個(gè)實(shí)驗(yàn)性階段，因此 現(xiàn)在把它定義為一種規(guī)范 模式可能還為時(shí)過早 。 它比 極小額糾紛 正當(dāng)程序要簡單些 ， 這在國際上廣泛達(dá)成一致意見。首先，它可以結(jié)束 ODR 計(jì)劃構(gòu)成保證的部分或 使 ODR 計(jì)劃更加有效 。在高額和復(fù)雜的糾紛中，程序的嚴(yán)密性是必須的 。 在這些事例 中 ， 在線調(diào)解和投訴援助是簡單適當(dāng)?shù)慕鉀Q糾紛方式 。 為確保公平和正義，解決糾紛 的費(fèi)用應(yīng)該 與案件索賠費(fèi)用相適應(yīng) 。 應(yīng)該給與各團(tuán)體公平的時(shí)間去交流各自的意見 。 語言障礙 僅 有 少量 在線解決糾紛的提供者對(duì)文化和語言區(qū)別的給與了充分 的關(guān)注。 對(duì)于 在線調(diào)解 的公開而言 ，由于 是在 非正式 討論 的基礎(chǔ)上 達(dá)成解決方案， 可能 僅限于一般性的統(tǒng)計(jì)數(shù)據(jù)，如數(shù)量和種類的糾紛 。可以說 ， 電子商務(wù) 6 管理法 不會(huì)進(jìn)一步發(fā)展， 并沒 有透明公開 ，除非決定出版。 因此，在 解決 并不涉及公共利益的私人糾紛時(shí) ， 同樣應(yīng)該允許保密制度和 堅(jiān)持 保密性。 最后，第三方仲裁員 /調(diào)解員應(yīng)隨機(jī) 分配 。 此外，個(gè)別仲裁員或調(diào)解員應(yīng)遵守職業(yè)道德。企業(yè)通常直接（ 實(shí)際過程中訂購費(fèi)、使用費(fèi) ）或間接（會(huì)員費(fèi)）的 提供糾紛解決服務(wù) 。本議定書中 所 規(guī)定 的 正當(dāng)程序的 最低標(biāo)準(zhǔn) 這方面 的主