Electronic dispute resolution system

• US 7,630,903 B1
• Filed: 02/15/2000
• Issued: 12/08/2009
• Est. Priority Date: 02/15/2000
• Status: Expired due to Fees

• Current Assignee: SquareTrade, Inc. (Allstate Corporation)
• Original Assignee: Square Trade Incorporated
• Inventors: Khaishgi, Ahmed, Cherry, Cara, Quinn, John, Vaidyanathan, Lalitha
• Primary Examiner(s): Mooneyham; Jan
• Assistant Examiner(s): LONG, FONYA M
• Application Number:
  US09/504,159
• Time in Patent Office: 3,584 Days
• Field of Search: 705/1, 705/80
• US Class Current: 705/1.1
• CPC Class Codes: G06Q 10/10 Office automation; Time management
• CPC Class Codes: G06Q 50/182 Alternative dispute resolution

Abstract

System and methods resolving an electronic commerce dispute involving one or more parties by selecting one of two modes of resolving the dispute, the first mode being completely driven by an electronic agent and the second mode involving a human dispute resolution specialist; and presenting the resolution of the dispute to the one or more parties.

Claims

1. A method for resolving an electronic commerce dispute involving one or more parties, comprising:

electronically providing access to an online dispute resolution system to allow at least one of the parties to initiate a filing of the dispute from an online marketplace;

electronically receiving with the online dispute resolution system transaction data from the marketplace, wherein the transaction data describes transactions within the marketplace;

receiving from at least one of the parties information related to the dispute; and

executing software with the online dispute resolution system to apply an online dispute resolution process that utilizes at least a portion of the transaction data from the market place and the information to assist the parties in resolving the dispute.

2. The method of claim 1, further comprising automatically selecting one of two modes of resolving the dispute, the first mode requiring the online dispute resolution process being driven by an electronic agent to assist the parties in resolving the dispute and the second mode involving a human dispute resolution specialist.

3. The method of claim 1, further comprising receiving settlement position from the parties.

4. The method of claim 3, further comprising automatically settling the dispute if the settlement positions satisfy a predetermined criteria.

5. The method of claim 4, wherein the predetermined criteria relates to a monetary settlement position.

6. The method of claim 4, wherein the predetermined criteria relates to a non-monetary settlement position.

7. The method of claim 2, wherein the dispute resolution specialist resolves the dispute by transitioning from a mediation stage to an arbitration stage.

8. The method of claim 2, wherein the dispute resolution specialist generates a final recommended resolution.

9. The method of claim 8, wherein the final recommended resolution is accepted by the one or more parties.

10. The method of claim 8, further comprising creating a contract between the one or more parties stating the willingness to abide by the recommended resolution.

11. The method of claim 2, further comprising communicating among the parties using a plurality of communication modes.

12. The method of claim 11, wherein the communication modes include a public messaging mode in which communication is automatically shared between all of the parties and the dispute resolution specialist, and a private messaging mode in which communication for a given one of the parties is automatically shared only between that one of the parties and the dispute resolution specialist.

13. The method of claim 11, wherein the communication mode is selected by the dispute resolution specialist.

14. The method of claim 1, further comprising providing visual cues when applying the dispute resolution process to automatically highlight agreements between the parties.

15. The method of claim 14, further comprising visually highlighting areas of agreement and disagreement.

16. The method of claim 1, further comprising storing status data on participation of the parties in the dispute resolution process.

17. The method of claim 16, wherein the data relates to compliance of a participant to a result of the resolution of the dispute.

18. The method of claim 16, further comprising

communicating the status data from the dispute resolution system to the marketplace;

and

highlighting an offender based on the status information.

19. The method of claim 2, further comprising providing a market-based system for assigning the dispute resolution specialist to a particular dispute.

20. The method of claim 1, wherein the dispute resolution is provided as an insurance covering the transactions.

21. The method of claim 20, further comprising requiring a seller associated with the marketplace to be a registered subscriber to the online dispute resolution system before the transactions are insured.

22. The method of claim 1, further comprising:

communicating membership data from the online dispute resolution system to the marketplace; and

automatically showing a visual indicia within the marketplace to indicate the availability of the dispute resolution system and the membership of buyers or sellers in the dispute resolution process.

23. The method of claim 22, wherein the visual indicia is a medallion that is a visible symbol of trust to increases the confidence of the buyers or the sellers in executing transactions within the marketplace.

24. The method of claim 11, further comprising:

determining a current mode of resolving the dispute; and

automatically selecting a communication mode based on the determination.

25. The method of claim 16, further comprising providing the data to the parties to assist the resolution of the dispute.

26. The method of claim 1, further comprising maintaining a database that stores facts and outcomes of previously resolved electronic commerce disputes, and wherein executing software apply a case-based reasoning system comprises:

searching the database to identify previously resolved disputes with facts that are similar to the case information;

identifying at least one likely outcome of the dispute based on the outcomes of the identified previously resolved disputes; and

presenting the identified likely outcomes to the parties as a potential resolution to the dispute to assist the parties in negotiating a resolution to the dispute.

27. The method of claim 1, further comprising:

training a dispute resolution specialist by requiring the dispute resolution specialist to experience transactions within online marketplaces including at least an auction site;

outputting simulated online dispute resolution cases to the dispute resolution specialists via the computer network to assess the skills of the dispute resolution specialists; and

assigning online disputes to the dispute resolution specialists only upon completion of the training and successful resolution of the simulated online dispute resolution cases.

28. The method of claim 1, further comprising applying a case-based reasoning system to the information to produce a result for use in selection of a mode of resolving the dispute in accordance with an online dispute resolution process.

29. The method of claim 28, wherein the case-based reasoning system contains a history file.

30. The method of claim 29, wherein the history file contains patterns and precedents, further comprising applying the patterns and precedents to generate an outcome prediction.

31. The method of claim 30, further comprising presenting the outcome prediction to the parties to assist the parties in selecting the mode of resolving the dispute.

32. The method of claim 30, wherein the outcome prediction includes one or more likely outcomes and associated probabilities of occurrence.

33. The method of claim 1, further comprising:

electronically receiving with the online dispute resolution system enrollment requests from the marketplace; and

automatically initiating enrollment of sellers or buyers within the dispute resolution system in response to the electronic requests from the marketplace.

34. The method of claim 1, wherein the online dispute resolution system and the marketplace have separate databases, the method further comprising:

automatically electronically communicating the transaction data between the database of the online dispute resolution system and the database of the electronic marketplace.

35. A system comprising:

an online dispute resolution system that electronically receives transaction data from a marketplace that provides a web-based community having buyers and sellers of goods and services, the transaction data describing transactions within the electronic marketplace,

wherein the dispute resolution system executes software that utilizes the transaction data and applies a dispute resolution process to assist the buyers or sellers in resolving disputes relating to the transactions, and

wherein the online dispute resolution system electronically provides status data to the marketplace based on participation of the buyers or sellers within the online dispute resolution process.

36. The system of claim 35, wherein the online dispute resolution system further comprises:

a database to store facts and outcomes of previously resolved disputes; and

a server that receives case information related to the dispute and compares the case information to the facts of previously resolved disputes stored by the database to produce a result for use in selection of a mode of resolving the dispute, and presents a result of the comparison to the parties via the network.

37. The system of claim 36, wherein the server searches the database to identify previously resolved disputes with facts that are similar to the case information.

38. The system of claim 37, wherein the server presents the result of the comparison by presenting the outcomes of identified previously resolved disputes.

39. The system of claim 38, wherein the server summarizes the outcome of identified previously resolved disputes.

40. The system of claim 37, wherein the server presents the result of the comparison by generating an outcome prediction as a function of the facts and outcomes of the identified disputes, and presenting the outcome prediction to the parties.

41. The system of claim 40, wherein the outcome prediction includes at least one likely outcome.

42. The system of claim 41, wherein the outcome prediction includes associated probabilities of occurrence of the at least one likely outcome.

43. The system of claim 41, wherein the server presents the at least one likely outcome to the parties as a potential resolution of the dispute.

44. The system of claim 36, wherein the server compares the case information to facts of previously resolved disputes to automatically select a resolution mode comprising one of (i) a direct negotiation mode that allows the parties to directly negotiate a resolution to the dispute via the computer network, (ii) a conciliation mode that allows the parties to negotiate the resolution to the dispute through a mediator, and (iii) mediation mode that allows a mediator to propose a resolution to the dispute.

45. The system of claim 44, wherein the server provides a pre-programmed recommended resolution to at least one of the parties based on the comparison.

46. The system of claim 36, wherein the server:

performs an analysis of the dispute and present pre-programmed recommended resolutions based on the analysis in a first mode;

performs a match of needs of the two parties as defined by the dispute to resolve the dispute in a second mode;

provides a medium for the parties to independently resolve the dispute in a third mode; and

assigns a dispute resolution specialist to resolve the dispute in a fourth mode upon failure to reach a resolution in at least one of the other modes.

47. The system of claim 46, wherein the server provides a message exchange by which the dispute resolution specialist interacts with the parties to reach a recommended resolution.

48. The system of claim 46, wherein the server automatically assigns the dispute resolution specialists.

49. The system of claim 36, further comprising a software program executing on the server to automatically assemble the case information from records provided by the parties, wherein the software module presents sample resolutions to the parties to aid the parties in resolving the case, and presents the case information in a form that identifies areas of agreement between the parties.

50. The system of claim 36, further comprising:

a first software program operating the server to assemble the case information from records provided by the parties; and

a second software program operating on the server to assist a dispute resolution specialist in identifying similar cases from a historical database of past cases.

51. The system of claim 35, wherein the online dispute resolution system electronically receives enrollment requests from the marketplace, and initiates enrollment of sellers or buyers within the dispute resolution system in response to the enrollment requests.

52. The system of claim 35, wherein the online dispute resolution system comprises a membership database that maintains the status data for the sellers and buyers of the marketplace that are members of the online dispute resolution system.

53. The system of claim 35,

wherein the online dispute resolution system and the marketplace have separate databases, and

wherein the online dispute resolution system comprises a data manager software application to automatically communicate data between the database of the online dispute resolution system and the database of the electronic marketplace.

54. The system of claim 52, wherein the dispute resolution system and the marketplace are implemented at least in part as software executing on a computer system having data storage devices.

55. The system of claim 54, wherein the dispute resolution system and the marketplace communicate via the computer system.