Method and system for filing a complaint related to network-based transactions

• US 8,438,050 B2
• Filed: 06/14/2012
• Issued: 05/07/2013
• Est. Priority Date: 05/30/2000
• Status: Expired due to Fees

• Current Assignee: eBay Inc.
• Original Assignee: eBay Inc.
• Inventors: Leonardo, Lou, Grewal, Gurinder Singh, Ratterman, Robert J., Knepfle, Joshua D., Ching, Randy, Dalton, Tola
• Primary Examiner(s): Frenel, Vanel
• Application Number:
  US13/523,461
• Publication Number:
  US 20120253854A1
• Time in Patent Office: 327 Days
• Field of Search: 705/4, 705/309, 705/26.1, 705/1.1, 705/26.3, 705/41, 705/80
• US Class Current: 705/4
• CPC Class Codes: G06Q 20/105 involving programming of a portable memory device, e.g. IC cards, "electronic purses"
• CPC Class Codes: G06Q 30/0601 Electronic shopping [e-shopping]
• CPC Class Codes: G06Q 30/0603 Catalogue ordering
• CPC Class Codes: G06Q 30/0613 Third-party assisted
• CPC Class Codes: G06Q 30/08 Auctions
• CPC Class Codes: G06Q 40/08 Insurance
• CPC Class Codes: G06Q 50/188 Electronic negotiation

Abstract

A method and system that allows a user to file a complaint related to a transaction completed over a network-based transaction facility. For example, a method can include the following operations conducted via a server: receiving a complaint from a first party, communicating information about the complaint to a second party, enabling an exchange of information regarding the complaint, and determining whether a criterion required for approval of the request for compensation has been satisfied.

Claims

1. A method comprising:

receiving, at a server operated by a third party, data representing a complaint from a first party regarding a transaction with a second party;

notifying, via the server, the second party, the notifying including sending information about the complaint received from the first party to the second party;

hosting, on the server, a forum enabling the first party and the second party to exchange information related to the complaint;

monitoring, using one or more processors on the server, the forum for information entries from the first party and the second party in reference to the complaint; and

determining, using the one or more processors on the server, based at least in part on the monitoring whether the first party has complied with a criterion required to receive compensation in reference to the complaint.

2. The method of claim 1, further comprising receiving, at the server, a request for compensation based on the complaint;

and

wherein the determining whether the first party has complied with the criterion required to receive compensation includes evaluating the request for compensation.

3. The method of claim 2, wherein the determining whether the first party has complied with the criterion includes determining that the first party has not exceeded a number of requests for compensation within a certain time period.

4. The method of claim 2, wherein the receiving the request for compensation includes receiving an insurance claim form, the insurance claim form including information necessary to satisfy the criterion required to receive compensation.

5. The method of claim 1, wherein the determining whether the first party has complied with the criterion includes determining whether the complaint involves potential fraud by the second party.

6. The method of claim 5, wherein the determining whether the complaint involves potential fraud includes selecting a form of fraud from the following group of fraudulent activities:

the second party receiving payment but failing to deliver a purchased item;

the second party delivering a defective item;

the second party delivering an item that differs from an advertised item; and

the second party delivering a counterfeit item.

7. The method of claim 1, wherein the determining whether the first party has complied with the criterion includes determining that the complaint has been open for a pre-determined time period.

8. The method of claim 1, wherein the determining whether the first party has complied with the criterion includes determining that the value of the transaction transgressed a certain threshold amount.

9. The method of claim 1, wherein the hosting the forum includes maintaining a status indicator associated with the complaint.

10. A machine-readable storage device including instructions that, when executed by a machine, cause the machine to:

receive data representing a complaint from a first party regarding a transaction with a, second party;

send a notification to the second party, the notification including information about the complaint received from the first party;

host a forum to enable the first party and the second party to exchange information related to the complaint;

monitor the forum for information entries from the first party and the second party in reference to the complaint; and

determine, based at least in part on the monitored forum entries, whether the first party has complied with a criterion required to receive compensation in reference to the complaint.

11. The machine-readable storage device of claim 10, further comprising instructions that cause the machine to receive a request for compensation based on the complaint;

and

wherein the instructions that cause the machine to determine whether the first party has complied with the criterion required to receive compensation include instructions that cause the machine to evaluate the request for compensation.

12. The machine-readable storage device of claim 11, wherein the instructions that cause the machine to determine whether the first party has complied with the criterion required to receive compensation include instructions that cause the machine to determine that the first party has not exceeded a number of requests for compensation within a certain time period.

13. The machine-readable storage device of claim 11, wherein the instructions that cause the machine to receive the request for compensation include instructions that cause the machine to receive an insurance claim form, the insurance claim form including information necessary to satisfy the criterion required to receive compensation.

14. The machine-readable storage device of claim 10, wherein the instructions that cause the machine to determine whether the first party has complied with the criterion required to receive compensation include instructions that cause the machine to determine whether the complaint involves potential fraud by the second party.

15. The machine-readable storage device of claim 14, wherein the instructions that cause the machine to determine whether the complaint involves potential fraud include instructions that cause the machine to select a form of fraud from the following group of fraudulent activities:

the second party receiving payment but failing to deliver a purchased item;

the second party delivering a defective item;

the second party delivering an item that differs from an advertised item; and

the second party delivering a counterfeit item.

16. The machine-readable storage device of claim 10, wherein the instructions that cause the machine to determine whether the first party has complied with the criterion required to receive compensation include instructions that cause the machine to determine that the complaint has been open for a pre-determined time period.

17. The machine-readable storage device of claim 10, wherein the instructions that cause the machine to determine whether the first party has complied with the criterion required to receive compensation include instructions that cause the machine to determine that the value of the transaction transgressed a certain threshold amount.

18. The machine-readable storage device of claim 10, wherein the instructions that cause the machine to host the forum include instructions that cause the machine to maintain a status indicator associated with the complaint.

19. A system comprising:

a database configured to store information detailing a complaint regarding a transaction between a first party and a second party, and information describing actions performed by the first party and the second party to resolve the complaint; and

a server including one or more processors and a communication interface to the database, the server configured to;

receive, electronically over a network connection, data representing the complaint from the first party;

store, in the database, the data representing the complaint received from the first party;

send, electronically over the network connection, a notification to the second party detailing the complaint received from the first party;

receive, electronically over the network connection, a plurality of entries associated with the complaint, the plurality of entries including at least one entry from each of the first party and the second party;

store, in the database, the plurality of entries associated with the complaint; and

evaluate, using the one or more processors, the complaint and the plurality of entries to determine whether the first party has complied with a criterion required to receive compensation in reference to the complaint.

20. The system of claim 19, wherein the server is configured to evaluate the complaint the plurality of entries based on at least one of the following criteria:

a pre-determined time period has elapsed since receiving the complaint;

a value threshold has been transgressed;

a pre-determined number of entries have been received; and

a maximum number of complaints from the first party has not been exceeded.