臺灣博碩士論文加值系統

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。

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.

中文摘要 i
英文摘要 ii
第一章 緒論 1
第一節 研究動機與背景 1
第二節 研究方法及目標 4
第三節 研究範圍與架構 5
第二章 線上紛爭解決機制(ODR)的發展脈絡 7
第一節 從國家法院到訴訟外紛爭解決機制(ADR) 7
第二節 從訴訟外紛爭解決機制到線上紛爭解決機制(ODR) 8
第三節 ODR全球發展現況 13
第四節 我國ODR發展現況 16
第三章 國家提供跨境紛爭解決之可能性—小額訴訟法院線上化 19
第一節 英國的小額訴訟線上法院 ( MCOL) 19
第二節 加拿大的民事線上審裁處（CRT） 21
第三節 小結 23
第四章 電子商務內部紛爭解決機制之案例研究 27
第一節 由電子商務平台提供跨境電子商務ODR的優勢 27
第一項 大幅降低成本 28
第二項 提升效率 29
第三項 降低跨國紛爭解決的困難度 29
第四項 增加了司法的可接近性 30
第二節 EBAY RESOLUTION CENTER 30
第一項 eBay紛爭解決機制的發展脈絡和運作情形 30
第二項 eBay爭議處理規範的紛爭解決流程 32
第三節 淘寶網上糾紛解決機制 37
第一項 淘寶網上糾紛解決機制的發展脈絡和運作情形 37
第二項 淘寶爭議處理規範的紛爭解決流程 38
第四節 小結 41
第五章 線上紛爭解決機制應具備的程序要素 44
第一節 建置階梯式的紛爭解決機制 45
第一項 具有良好「指認紛爭類型」的功能 45
第二項 第1階段：線上協商談判（Online Negotiation）的機制 46
第三項 第2階段：中立人協助型調解(Facilitated Settlement) 48
第四項 第3階段：最終階段(Final Stage) 49
第二節 有效之線上紛爭裁決結果執行機制 51
第一項 現存的線上紛爭解決私人執行機制(Private Enforcement Mechanism) 53
第一款 線上評等制度(Feedback and Rating) 53
第二款 信賴標章制度(Trustmark) 54
第三款 第三方托管制度(Escrow) 56
第四款 信用卡歸扣機制(Chargeback) 56
第五款 共同保險制度(Insurance Mechanism) 57
第二項 執行機制的未來展望：區塊鍊技術與線上紛爭解決機制裁決的執行 58
第一款 區塊鍊技術之概述 58
第二款 區塊鍊技術於線上紛爭解決機制之應用 59
第三項 線上紛爭解決機制之成功案例——統一域名紛爭解決政策 (Uniform Domain Name Dispute Resolution policy，簡稱UDRP) 60
第一款 UDRP的發展脈絡和運作情形 60
第二款 UDRP紛爭解決流程 61
第三款 UDRP裁決與訴訟的關係 62
第三節 小結 63
第六章：我國促進電子商務平台提供跨境線上紛爭解決機制之未來展望65
第一節 以UNCITRAL訂定之ODR標準統一標章制度 67
第二節 資訊透明化-告知紛爭當事人多元之程序選擇 69
第一項 傳統法律途徑、訴訟外紛爭解決機制或線上紛爭解決機制的選擇權 70
第二項 確保消費者了解多層次、多軌之線上紛爭解決制度設計 71
第三節 設立紛爭解決機制之認證、監督機制 72
參考文獻 76

壹、中文文獻（按姓氏筆畫）
一、期刊文章
王月盈（2017）， <淘宝网店运营交易纠纷解决机制存在的问题及对策>，⟪船舶职业教育⟫，5卷1期， 頁74-77。
申欣旺(2016)，<淘宝互联网纠纷解决机制——结构化维权及其司法价值>，⟪法庭內外⟫，3期，頁7-11。
向明恩，王怡蘋 (2016)，<兩岸消費訴外紛爭解決機制之開展──從臺灣法出發並借鏡歐盟之規範>，⟪月旦法學雜誌⟫，252期，頁25-51。
林俊宏(2015)，⟨初探電子商務糾紛與線上仲裁制度—以美國經驗為例⟩，⟪仲裁季刊⟫，101期，頁98-120。
林俊廷(2017)，<訴訟外紛爭解決機制(ADR)與司法改革（上）>，⟪司法周刊⟫， 1879 期，頁2-3。
郭佳玫(2001)，<論現行網路交易爭議解決的法律問題一兼談線上爭端解決機會(Online ADR) >，⟪科技法律透析⟫，13卷6期，頁17- 30。
賴怡君(2016)， <線上紛爭解決機制近期發展>， ⟪科技法律透析⟫，28卷5期，頁20-28。
蔡志宏(2012)，<關於UDRP決定司法效力之研究 ──以海峽兩岸法院裁判為中心 >，⟪科技法學評論⟫，9 卷 1 期，頁205-242。

二、學位論文
王奕華(民101)，網域名稱爭議處理—以統一網域名稱爭議解決政策(UDRP)為中心（未出版之碩士論文），國立臺灣大學，臺北市。
柯俊吉(民93)，論B2C網路交易替代性爭端解決機制─以線上仲裁為中心⟫，（未出版之碩士論文），國立臺北大學，新北市。
孫詩韻(2008)，彈跳視窗呈現方式對使用者 網頁瀏覽認知負荷與偏好之影響（未出版之碩士論文），國立清華大學，新竹市。
郭戎晉(2018)，跨境電子商務契約國際私法問題之研究（未出版之博士論文）國立臺北大學，新北市。
湛璠 (2017)，我国在线调解机制研究，（未出版之碩士論文）湘潭大學，湖南省湘潭市。

三、研究報告
中華民國青年創業協會總會（民101），電子商務交易紛爭解決機制之研究，行政院研究發展考核委員會委託研究計劃。台北市：行政院研究發展考核委員會。

四、官方文件
行政院 90年 11月 5 日台(90)聞字第 063444 號函 。

五、網路資源
資策會產業情報研究所 (MIC)產業觀測（民107年3月15日），網購大調查系列三—2017跨境網購年消費額成長5.4%，取自https://mic.iii.org.tw/IndustryObservations_PressRelease02.aspx?sqno=490。
tw網域名稱爭議處理機制介紹手冊，取自https://www.twnic.net.tw/download_researchreport.php。
台北市消費者電子商務協會(Secure Online Shopping Association, SOSA)網站，http://www.sosa.org.tw/sosastore。
世界信賴標章聯盟(World Trust Alliance)，行政院消費者保護委員會消費爭議申訴或申請調解之頁面，https://www.cpc.ey.gov.tw/cp.aspx?n=45D17AA4960508F0 。
行政院消費者保護委員會消費爭議申訴或申請調解之頁面，https://www.cpc.ey.gov.tw/cp.aspx?n=45D17AA4960508F0 。
你不可不知的「區塊鍊」創新，Jan 2017 哈佛商業評論全球繁體中文版，載於:https://www.hbrtaiwan.com/article_content_AR0003811.html.。
財團法人台灣網路資訊中心網站，https://www.twnic.net.tw/about.php。
阿里巴巴官方網站，https://www.alibabagroup.com/tc/about/history?ye%0B%20%20%20%20%20%20%20%20ar=2016。
阿里大眾評審判定大廳，https://pan.taobao.com。
阿里巴巴2018財年報表，載於https://www.alibabagroup.com/en/ir/presentations/p re180504.pdf。
淘寶爭議處理規範，載於https://zhongyiyuan.alitrip.com/detail-99.htm?spm=a217 7.7231193.0.0.362517ead0eTnL&tag=self。
淘寶網大眾評審公約(試行)載於: https://pan.taobao.com/jury/help.htm?spm=a310 u.3036333.0.0.796b54b2yABeEQ&type=standard。
淘宝平台争议处理规则重构生效通知，https://zhongyiyuan.alitrip.com/detail-6289.htm?tag=self。
蝦皮網站幫助中心，https://help.shopee.tw/hc/zh-tw/articles/115007602648-我如何向蝦皮購物提出爭議處理-?categoryId=§ionId=。


貳、外文文獻（按英文字母順序排列）

一、專書
Ming Cheung (2016), The E-commerce Revolution: Ensuring Trust and Consumer Rights in China. In Michael Keane (Ed.) Handbook of Cultural and Creative Industries in China (pp.412-430). Cheltenham, England, MA USA: Edward Elgar.
Pablo Cortés (2017), The law of consumer Redress in an Evolving digital market. Cambridge, England: Cambridge University Press.
Daniel Drescher (2017), Blockchain basis: A Non-Technical Introduction in 25 Steps. [Adobe Digital Editions version]. doi: 10.1007/978-1-4842-2604-9
Roger Fisher & William Ury (1981), Getting to Yes, NY USA: Penguin Group.
Christopher Hodges, Iris Benöhr & Naomi Creutzfeldt (2012), Consumer ADR in Europe, [Adobe Digital Editions version]. doi: 10.3366/elr.2013.0163
Ethan Katsh & Orna Rabinovich-Einy (2016), Dealing with Disputes in 21st Century. [Adobe Digital Editions version]. Retrieved from https://www.kluwerlawonline.com
Gabrielle Kaufmann-Kohler & Thomas Schultz (2004), Online Dispute Resolution: Challenges for contemporary Justice. Hague, Netherlands: Kluwer Law International.
Susskind Richard. Tomorrow''s Lawyers: An Introduction to Your Future. [Adobe Digital Editions version]. Retrieved from https://ebookcentral-proquest-com.libproxy.wustl.edu/lib/wustl/detail.action?docID=4850514#.
T. Schultz (2011), ADR in Business: Practice and Issues Across Countries and Cultures. [Adobe Digital Editions version]. Retrieved from https://www.kluwerlawonline.com.

二、期刊文章
Gralf-Peter Calliess (2006), Online Dispute Resolution: Consumer Redress in a Global Market Place, German Law Journal, 7(8), 647-660.
Pablo Cortés & Arno R. Lodder (2014), Consumer Dispute Resolution Goes Online: Reflections on the Evolution of European Law for Out-of Court Redress, Maastricht Journal of European and Comparative Law, 21(1),14-38.
Bruno Deffains &Yannick Gabuthy (2005), Efficiency of Online Dispute Resolution: A Case Study, Communications & Strategies, 60(4), 201-224.
Louis Del Duca, Colin Rule, & Zbynek Loebl (2012), Facilitating Expansion of Cross-Border E-Commerce - Developing a Global Online Dispute Resolution System (Lessons Derived from Existing ODR Systems – Work of the United Nations Commission on International Trade Law), Penn State Journal of Law & International Affairs, 1(1), 59-85.
Horst Eidenmiller & Martin Engel (2014), Against False Settlement: Designing Efficient Consumer Rights Enforcement Systems in Europe, Ohio State Journal on Dispute Resolution, 29(2), 261-298.
Michael G. Bowers (2011), Implementing an Online Dispute Resolution Scheme: Using Domain Name Registration Contracts to Create a Workable Framework, Vanderbilt Law Review, 64(4), 1265-1309.
Anjanette H. Raymond (2014), Yeah, But Did You See the Gorilla? Creating and Protecting an Informed Consumer in Cross-Border Online Dispute Resolution, Harvard Negotiation Law Review, 19, 129-171.
Anjanette H. Raymond (2016), A Meeting of the Minds: Online Dispute Resolution Regulations Should Be Opportunity Focused, U.C. Davis Business Law Journal, 16, 193-194.
Maxime Hanriot (2015-2016), Online Dispute Resolution (Odr) as a Solution to Cross Border Consumer Disputes: The Enforcement of Outcomes, McGill Journal of Dispute Resolution, 2(1), 1-22.
Amy J. Schmitz (2010), "Drive-Thru" Arbitration in the Digital Age: Empowering Consumers Through Binding ODR, Baylor Law Review, 62, 178-244.
Ethan Katsh (2004), Bringing Online Dispute Resolution to Virtual Worlds: Creating Processes through Code, New York Law School Review, 29, 271-291.
Ethan Katsh (2007), Online Dispute Resolution: Some Implications for the Emergence of Law in Cyberspace, International Review of Law, Computers & Technology, 21(2), 97-107. doi: 10.1080/13600860701492096
E. Katsh, J. Rifkin & A. Gaitenby (2000), “E-commerce, E-Disputes, and E-Dispute Resolution: In the Shadow of eBay Law”, Ohio State Journal on Dispute Resolution, 15(3), 705-734.
Riikka Koulu (2016), Blockchains and Online Dispute Resolution: Smart Contracts as an Alternative to Enforcement, Scripted, 13(1), 40-69. doi: 10.2966/scrip.130116.40
Carrie Menkel-Meadow (2016), Is ODR ADR?
Reflections of an ADR Founder from 15th ODR Conference, International Journal on Online Dispute Resolution, 3(1), 4-7.
Pietro Ortolan (2016), The three challenges of stateless justice, Journal of International Dispute Settlement, 7(3), 596-627. doi: 10.1093/jnlids/idw004

Pietro Ortolani (2016), Self-Enforcing Online Dispute Resolution: Lessons from Bitcoin, Oxford. Journal of Legal Studies, 36(3), 595-629. doi:10.1093/ojls/gqv036
Hem Qisheng & Jiping Song (2011), A Global Online Dispute Resolution System: Is China Ready to Join, Asian Business Lawyer, 7, 75-92.
Orna Rabinovich-Einy & Ethan Katsh (2014), Digital Justice: Reshaping Boundaries in an Online Dispute Resolution Environment, International Journal of Dispute Resolution, 1(1), 5-36.
Colin Rule (2017), Designing a Global Online Dispute Resolution System: Lessons Learned From eBay, University of St. Thomas Law Journal, 13(2), 354-369.
Colin Rule (2012), Quantifying the Economic Benefits of Efective Redress: Large E-Commerce Data Sets and the Cost-Beneft Case for Investing in Dispute Resolution, University of Arkansas at Little Rock Law Review, 34(4), 767-777.
Ayelet Sela (2018), Can Computers Be Fair: How Automated and Human-Powered Online Dispute Resolution Affect Procedural Justice in Mediation and Arbitration, Ohio State Journal on Dispute Resolution, 33, 91-148.
Ayelet Sela (2017), The Effect of Online Technologies on Dispute Resolution System Design: Antecedents, Current Trends, and Future Directions, Lewis & Clark Law Review, 21, 633-682.
Stephanie Smith & Janet Martinez (2009), An Analytical Framework for Dispute System Design, Harvard Negotiation Law Review, 14(4), 123-169.
Marianne Stegner (2017), Online Dispute Resolution: The Future of Consumer Dispute Resolution, Yearbook on International Arbitration, 5, 347-360.
Rory Van Loo (2016), The Corporation as Courthouse, Yale Journal on Regulation, 33, 547-602.
Suzanne Van Arsdale (2015), User Protection in Online Dispute Resolution, Harvard Negotiation Law Review, 21, 107-142.
Joseph W. Goodman (2003), The Pros and Cons of Online Dispute Resolution: An Assessment of cyber-mediation website, Duke Law & Technology Review, 2, 1-16.
Zhang Juan Juan (2018), On China Online Dispute Resolution Mechanism: Following UNCITRAL TNODR and Alibaba Experience, [Special Issue]. Regional Perspectives on Contemporary and Future Harmonization Agenda in International Trade Law, 22, 191-228. doi: 10.5553/IJODR/235250022017004001002.

三、學位論文
Dimov, D.W. (2017), Crowdsourced online dispute resolution (Master’s thesis, Leiden University). Retreieved from https://openaccess.leidenuniv.nl/bitstream/handle/1887/50156/Crowdsourced_Online_Dispute_Resolution_3e.pdf?sequence=1.


四、研究報告
TWNIC, 2017 TWNIC Annual report (2017), Retrieved from https://www.twnic.net.tw/nt/61.pdf.
Rafal Morek (2005), Regulation of Online Dispute Resolution: Between Law and Technology, in International ODR Workshop. Retrieved from https://www.google.com/url?sa=t&rct=j&q=&esrc=s&source=web&cd=1&ved=0ahUKEwiT5tr50bDcAhVE7WEKHX9kC6oQFggnMAA&url=http%3A%2F%2Fwww.odr.info%2Fcyberweek%2FRegulation%2520of%2520ODR_Rafal%2520Morek.doc&usg=AOvVaw24Chsw5vbpTYnqNODLYtt-.

五、官方文件
Civil Resolution Tribunal Act mandate.
Convention on the Recognition and Enforcement of Foreign Arbitral Awards (1958), 21 U.S.T. 2517, T.I.A.S. No. 6997, 330 U.N.T.S. 38.
Council Directive 93/13/EEC, Art. 3(3), Annex 1(q), 1993 O.J. (L 95) 29, 31,33 (EU).
European Council Directive 2013/11/EU, 2013 O.J. (L165).

European Council Regulation 524/2013, 2013 O.J. (L165).

U.N. Comm’n on Int’l Trade Law Working Group III, 23th Sess., U.N. Doc. A/CN.9/721.
U.N. Comm’n on Int’l Trade Law Working Group III, 30th Sess., U.N. Doc. A/CN.9/827.

六、網路資源
Daxue Consulting, The success of Taobao on the Cinese Internet. Retrieved from http://daxueconsulting.com/success-of-taobao-on-chinese-internet/.
eBay Business Equipment Purchase Protection. Retrieved from https://www.ebay.com/help/buying/paying-items/ebay-business-equipment-purchase-protection?id=4637.
ebay Money Guarantee policy. Retrieved from https://www.ebay.com/help/policies/ebay-money-back-guarantee-policy/ebay-money-back-guarantee-policy?id=4210
eBay Resolution Center. Retrieved from https://resolutioncenter.ebay.com.
eBay User Agreement of June 21 2018. Retrieved from https://www.ebay.com/help/policies/member-behaviour-policies/user-agreement?id=4259#eBay.
eBay Vehicle Purchase Protection. Retrieved from http://pages.motors.ebay.com/buy/purchase-protection/
Export government Taiwan-Ecommerce. Retrieved from https://www.export.gov/article?id=Taiwan-e%20%20%20%20%20commerce.
Justinas Jarusevicius (2016), Consumer Arbitration: Will the Two Different Worlds Across the Ocean Converge? Kluwer Arbitration blog. Retrieved from http://arbitrationblog.kluwerarbitration.com/author/justinas-jarusevicius/.
MCOL user guide for claimants (last updated: 12 June). Retrieved from https://assets.publishing.service.gov.uk/government/uploads/system/uploads/attachment_data/file/684567/MCOL_Userguide_for_Claimants_August_2017.pdf.
MCOL website. Retrieved from https://assets.publishing.service.gov.uk/government/uploads/system/u%0B%20%20%20%20%20%20%20%20ploads/attachment_data/file/684567/MCOL_Userguide_for_Claimants_August_20%0B%20%20%20%2017.pdf.
Statistic, Taobao''s gross merchandise volume from 2nd quarter 2012 to 2nd quarter 2016. Retrieved from https://www.statista.com/statistics/323075/taobao- quarterly-gross-merchandise-volume-gmv/.
Steve Abernethy, Building large-scale online dispute resolution & trustmark system, In UNECE FORUM on ODR (2003). Retrieved from https://www.mediate.com/Integrating/docs/Abernethy.pdf.
World Economic Forum, The future of financial infrastructure: An Ambitious look at How Blockchain Can Reshape Financial Services. Retrieved from http://www3.we
forum.org/docs/WE.