Lessons Learned on Ebay

Talking in the abstract about the challenges and expectations of modern consumers can only go so far. The new kinds of redress and consumer protection programs that undergird THE NEW HANDSHAKE (ODR mechanism proposed by Amy J. Schmitz and Colin Rule in their book by that name) have already been launched, scaled, and tested by the big Internet intermediaries. The best example is the ODR process developed for the global eBay marketplace. The lessons learned from eBay’s experiences are helpful in understanding the evolution taking place in global consumer protection. This draft Chapter from the book, THE NEW HANDSHAKE, will address these lessons