Yes. A consumer is required to fill in our complaint form, and EC Network will communicate with the consumer through emails. We may have request consumers to attach a photo or an image of the product that they ordered /purchased to be used as evidence.
EC Network service know-how is based on the experience gained during the four year ADR pilot project at ECOM. We have many texts and manuals based on the results from the project which can be used as reference however on-the-job-training program has deemed to be the most effective way to learn about complaint handling.
Yes, sometimes. Normally we just recommend consumers to consult with professional lawyers, however, when we can determine it necessary for certain cases, we may take legal advice from lawyers by ourselves. And in technical cases, we can also request advice from outside experts in a lot of areas before answering to consumers.
Depending on the context of the complaint received via our complaint form, we may advise the consumer to take advantage of our ADR service. Our merchant members are obligated to participate in the ADR process as agreed to upon becoming a member.
EC Network basically provides facilitative ADR. EC Network, as a neutral party, hears claims from both sides and promotes communication between them towards a settlement. If both sides requested, EC Network would provide a proposal for settlement. Our ADR service rationale is not only based on formal law but also the EC Guide, which is EC Network’s own code of conduct to encourage members in promoting good market practice.
Our Guide for EC merchants emphasizes customer satisfaction before and after transaction. Based on the experience of ECOM pilot project, EC Network introduced its original code of conduct aimed at avoiding disputes.
1.Our members can contact EC Network and receive consultation regarding consumer complaints and how to handle them. Especially SMEs which do not normally operate full-time customer care services can feel free to contact us.
2.Our members are able to take advantage of our ADR service in case of dispute with their customers.
3.Our members will periodically receive the latest information such as how to respond customers, real-life dispute study cases, and recent policy changes regarding e-commerce etc.
Members have access to our members-only website by inputting the ID number and a password. As of June, 2008, EC Network has posted the following four articles on the website:
“Learn from the Cases”,
“Lean from the cases – How to maintain customer satisfaction”
“Business and its Legal Aspects”,
“Commentary of EC Guide” and
“Introductory guide for e-commerce-related laws.”