高频率电商交易纠纷的在线调解模式创新研究

Innovative Research on Online Mediation Mode for High-Frequency E-Commerce Transaction Disputes

摘要: 自我国20世纪末步入互联网时代以来，民众的消费和购买方式都发生了深刻的变革。电子商务规模持续扩张，随之而来的是高频、小额、海量的交易纠纷。传统的纠纷解决机制在应对此类交易纠纷时，面临效率不足、成本过高及用户体验不佳等现实困境，已成为制约平台治理效能与消费体验提升的关键因素。因此，线上纠纷解决机制逐渐成为处理电商争议的重要方式，尽管在线调解在线上交易场景更具优势，但在实践中存在技术信任度不足、法律法规滞后、人才能力脱节等问题。亟需通过技术攻坚、法律完善以及加强人机互动等方面进行改进。

Abstract: Since China entered the internet era in the late 20th century, profound changes have occurred in people’s consumption and purchasing patterns. The continuous expansion of e-commerce has brought about high-frequency, small-amount, and massive transaction disputes. Traditional dispute resolution mechanisms face practical challenges such as inefficiency, high costs, and poor user experience when dealing with such disputes, becoming key factors constraining platform governance effectiveness and consumer experience improvement. Consequently, online dispute resolution mechanisms have gradually become an important way to handle e-commerce disputes. Although online mediation has advantages in online transaction scenarios, practical issues such as insufficient technical trust, lagging laws and regulations, and a disconnect in talent capabilities persist. There is an urgent need for improvements through technological breakthroughs, legal refinements, and enhanced human-machine interaction.