BTB Dispute Settlement Guidelines Gain Steam

Share this article:
Several major corporations have signed on to new guidelines for managing e-commerce business-to-business disputes.


By adopting the American Arbitration Association's E-Commerce Dispute Management Protocol, companies can resolve disputes quickly and get back to business, the AAA said.


"Setting a global standard will give practitioners the necessary confidence and trust in online transactions to be successful in BTB e-commerce," said William K. Slate II, president/CEO of the AAA.


Debi Miller-Moore, the association's vice president, added, "This will help increase the confidence of people doing business online in the BTB space. Trust is a big issue."


Initial corporations signing on to the protocol include AT&T, Daimler Chrysler AG, FedEx Corp., Microsoft, Wells Fargo & Co. and Pepsico.


The protocol was necessary to educate corporations involved in the $1.2 trillion BTB e-commerce market, according to Slate.


Companies that aim to profit from the growing marketplace need to learn to avoid the pitfalls of protracted court battles that can last years and cost billions, he said.


Dispute resolution will also become more common as the market jumps to an estimated $4.8 trillion by 2004.


"With more companies than ever entering this arena, business disputes are inevitable and threaten to disrupt the continuity of the BTB supply chain," according to the AAA.


The protocols, which will be developed more fully this quarter, include:


• Fairness. All businesses should have access to neutral dispute resolution providers.


• Continuity of business. The promise of e-commerce is to speed efficiency, according to Miller-Moore, but if that system is disrupted by disputes, companies lose value. "There has to be an agreement that business will continue, even with a dispute," she said.


• Clear dispute management policies.


• Range of options. "We encourage the use of a variety of cost-effective methods to resolve disputes at the earliest possible stage," according to the AAA.


• Commitment to technology. The AAA is developing a technology platform that will provide systems and services to help speed the resolution of e-commerce disputes.
Share this article:
You must be a registered member of Direct Marketing News to post a comment.
close

Next Article in News

Sign up to our newsletters

Follow us on Twitter @dmnews

Latest Jobs:

More in News

Customer Centricity Is Spurring Marketing-Tech Investments

Customer Centricity Is Spurring Marketing-Tech Investments

A majority of marketers rank customer satisfaction improvements as paramount in the technology investment decisions.

Big, Bold Moves in the C-Suite

Big, Bold Moves in the C-Suite ...

JCPenney appoints Home Depot's Marvin Ellison as CEO; Harte Hanks and JWT add hitting power to their C-level benches

Campaign Comes to the States

Campaign Comes to the States

DMN's UK-based sister publication launches Campaign US