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| Foreword, by Ethan Katsh
Preface Introduction Chapter 1 The state of play in online dispute resolution I Background II The methods of ODR II.1 Assisted negotiation II.2 Automated negotiation II.3 Online mediation II.4 Online arbitration II.5 The ICANN UDRP process II.6 Cybercourts II.7 Other forms of ODR and related services III The procedural setup of ODR schemes III.1 Appointment and independence of neutrals III.2 Confidentiality and publication III.3 Binding character of outcome III.4 Costs III.5 Duration IV The means of communication IV.1 Functions of electronic communications IV.2 State of practice V Financing Chapter 2 The development and regulation of online dispute resolution I Background II The driving forces behind ODR II.1 Access to justice II.2 Confidence in e-commerce III Who wants ODR and how do they want it? III.1 Governments III.2 Business organizations III.3 Consumer organizations III.4 Organizations active in the area of dispute resolution IV Core regulatory principles IV.1 Transparency IV.2 Independence and impartiality IV.3 Speed IV.4 Accessibility IV.5 Fairness IV.6 Binding character of outcomes V Exerting control over ODR providers V.1 Accreditation V.2 Clearinghouses V.3 Appellate bodies Chapter 3 Current issues in online dispute resolution I Background II Bringing parties to ODR II.1 Providing information structures II.2 ODR and internal complaint handling procedures II.3 Dispute resolution clauses II.4 Claim forms and processes II.5 Technical aspects III Non-binding arbitration III.1 The practice of non-binding arbitration III.2 Legal characterization of non-binding arbitration III.3 Practical guidelines IV B2C arbitration agreements IV.1 Validity requirements for non-binding arbitration agreements IV.2 Arbitrability IV.3 Validity of pre-dispute arbitration agreements IV.4 Additional requirements specific to consumers V Electronic communication and evidence V.1 When the security of electronic communication matters in ODR and why it is threatened V.2 Electronic documents as evidence V.3 Protecting electronic documents from alteration VI Due process in online arbitral proceedings VI.1 Preliminary remarks VI.2 The elements of due process VI.3 Waiver of due process VI.4 Application to online arbitration VII Enforcement of ODR outcomes VII.1 Ordinary enforcement VII.2 Self-enforcement Conclusion Annexes I E-documents as evidence—survey of national legislations II ODR providers III ODR provider survey form IV Interviews with ODR provider representatives IV.1 American Arbitration Association IV.2 Chartered Institute of Arbitrators IV.3 ECODIR / 1 IV.4 ECODIR / 2 IV.5 Eurochambres IV.6 Online Resolution IV.7 SquareTrade Bibliography Table of cases Table of legislation and other texts Index |
xv xix 1 5 5 10 11 17 21 26 36 40 43 45 46 48 54 55 58 60 60 62 65 67 67 68 69 76 83 83 96 99 104 108 109 111 114 115 118 120 121 122 125 128 131 131 132 132 133 135 145 148 153 154 156 165 169 169 170 173 179 181 182 183 190 197 198 200 204 206 209 211 223 235 239 239 249 278 293 293 295 302 310 312 318 321 329 363 369 375 |