电子商务平台消费纠纷解决机制研究

Research on the Mechanism for Resolving Consumer Disputes on E-Commerce Platforms

摘要: 随着电子商务的迅猛发展，电子商务已成为我国居民消费的重要渠道。小额网购纠纷的频繁发生，不仅给网络经济的高质量发展带来了阻碍，也成为电子商务经济纠纷解决领域面临的全新挑战。电子商务平台消费纠纷呈现出高频化、复杂化、跨地域等新特征，传统纠纷解决机制已难以适应电商环境的需求。基于电子商务平台消费纠纷的特性，亟须一种高效快捷的纠纷解决方式来应对。通过梳理我国电子商务平台消费纠纷的主要类型与现有解决机制，结合当前机制存在的问题，最终从制度完善、机制创新等维度提出优化路径，旨在为构建高效、便捷、公正的电商消费纠纷解决体系提供理论参考和实践路径。

Abstract: With the rapid development of e-commerce, it has become an important channel for residents’ consumption in China. The frequent occurrence of small-scale online shopping disputes not only poses an obstacle to the high-quality development of the online economy but also becomes a brand-new challenge in the field of resolving economic disputes in e-commerce. Consumer disputes on e-commerce platforms have shown new characteristics such as high frequency, complexity and cross-regional nature. Traditional dispute resolution mechanisms have become difficult to meet the demands of the e-commerce environment. Given the characteristics of consumer disputes on e-commerce platforms, there is an urgent need for an efficient and rapid dispute resolution method to deal with them. By sorting out the main types of consumer disputes on China’s e-commerce platforms and the existing resolution mechanisms, and combining the problems existing in the current mechanisms, the optimization paths are ultimately proposed from the dimensions of system improvement and mechanism innovation, aiming to provide theoretical references and practical paths for building an efficient, convenient and fair e-commerce consumer dispute resolution system.