摘要 

当前,互联网的快速发展，网上交易成为了人们生活的刚需，但是伴随着这种消费方式的流行，随之而来的是在线纠纷事件数量的增加。同时我国《消费者权益保护法》在现实生活中的运用也暴露出了显著的问题。本文以国内的淘宝以及美国的亚马逊为例，分别研究这两大平台的对于在线纠纷的运作及流程，并引入实际案例，对两大平台的具体操作进行分析。通过对比分析，得出中国消费者保护法下淘宝消费纠纷的在线解决机制存在的问题，最后提出了中国消费纠纷在线解决机制的优化策略，认为可以进一步的完善法律保障、健全ODR新增体系和规范ODR专业平台建设等。

关键词：ORD；在线纠纷解决机制；淘宝；亚马逊；法律

Contents

Abstract i

摘要 ii

Acknowledgements iii

1. Introduction 1

2. Literature Overview 2

2.1 Studies on the online dispute resolution mechanism in Europe and America 2

2.2 Studies on China's Consumer Rights Protection Law and ODR 3

3. The enforcement of the online dispute resolution mechanism for consumer disputes on Amazon 4

3.1 The online dispute resolution process for consumer disputes in the Amazon 4

3.2 A case-analysis on online consumer dispute resolution in Amazon 6

4. The enforcement of the online dispute resolution mechanism for consumer disputes on Taobao 7

4.1 The online dispute resolution process for consumer disputes on Taobao 7

4.2 A Case analysis of online settlement of Taobao consumer disputes 9

4.3 Analysis of dilemmas for online settlement of consumer disputes on Taobao 10

5. Conclusion and implication 11

5.1 Conclusion of the case study 11

5.2 Implication. 12

References 14