ONLINE ALIŞVERİŞTE ÇIKABİLECEK ANLAŞMAZLIKLARIN ÖNLENMESİ VE ÇÖZÜMÜ

Year 2021, Volume: 6 Issue: 10, 161 - 176, 30.03.2021

Serkan Kaya

Abstract

Dijital çağda, elektronik ticaretin gelişmesiyle birlikte, tüketici harcamaları Gayri Safi Yurtiçi Hasıla (GSYH) içindeki en yüksek paya sahip olmaya başladı. Sürekli artan tüketici harcamaları, tüketici anlaşmazlıklarının ortaya çıkma olasılığını da artırmıştır. Tüketici uyuşmazlıklarını çözmek için kullanılan geleneksel yollar genellikle etkisiz, zaman alıcı ve karmaşıktır. Bu makale, çevrimiçi alışverişteki uyuşmazlıkların çözümü yanı sıra çevrimiçi tüketici işlemlerinin genel başarısını sağlamayı amaçlayan anlaşmazlık önleme seçeneklerini tartışmaktadır.

Keywords

Anlaşmazlıkların Önlenmesi, Çevrimiçi Alışveriş, Çevrimiçi Tüketici, Çevrimiçi Uyuşmazlık Çözümü

DISPUTE PREVENTION AND RESOLUTION IN ONLINE SHOPPING

Abstract

In the digital age, with development of e-commerce, consumer spending has dominated the Gross Domestic Product (GDP). The continuously increasing consumer spending has raised the probability of consumer disputes. The traditional litigation used for resolving consumer disputes is often inconvenient, impractical, time- consuming and complex. This paper aims at examining dispute prevention alongside resolutions in online shopping. The article also discusses dispute prevention options that aim at ensuring the overall success of online Business to Consumer (B2C) transactions.

Keywords

Dispute Prevention, Online Consumer, Online Dispute Resoluion, Online Shopping

References

• 'Alipay' (Intl.alipay.com, 2020) https://intl.alipay.com/ihome/user/protect/memberProtect.htm Access Date: 25.12.2020.
• Bureau of Economic Analysis(U.S. Department of Commerce 2020), https://www.bea.gov/news/2020/personal-consumption-expenditures-state-2019 Access Date: 25.12.2020.
• BROWN Jennifer and MORGAN, John, “Reputation in Online Auctions: The Market for Trust” California Management Review, Vol.49, Issue 1, 2006, p. 61. Case C-324/09, L’Oréal and Others v. eBay, [2011], para. 122.
• Consumer Complaints going to Consumer Arbitration Board in 2019 https://tuketici.ticaret.gov.tr/yayinlar/istatistikler Access Date: 25.12.2020. CORTES, Pablo, Online Dispute Resolution for Consumers in the European Union, 1st Edition, Routledge, 2011
• COTEANU, Cristina, Cyber Consumer Law and Unfair Trading Practices, 1st Edition, Routledge, 2017.
• European Commission, ‘A Clean and Open Internet: Public Consultation on Procedures for Notifying and Acting on Illegal Content Hosted by Online Intermediaries’, 4 June 2012.
• European Commission, An analysis and evaluation of alternative means of consumer redress other than redress through ordinary judicial proceedings’ (17 January 2007), Health and Consumer Protection Directorate-General Directorate B Consumer Affairs Study Centre for Consumer Law, Centre for European Economic Law Katholieke Universiteit Leuven, Belgium.
• European Commission, ’Commission Staff Working Document Impact Assessment: Accompanying the Document Proposal for a Regulation of the European Parliament and of the Council on Preventing the Dissemination of Terrorist Content Online’ COM (2018) 640 final.
• European Commission, ‘Commission Staff Working Document Overview of The Functioning of The Memorandum Of Understanding On The Sale Of Counterfeit Goods Via The Internet Accompanying Document to the Communication From the Commission to the European Parliament, the Council and the European Economic and Social Committee: A Balanced IP Enforcement System Responding To Today's Societal Challenges’ COM (2017) 707 final.
• European Commission, Proposal for A Regulation Of The European Parliament And Of The Council on the protection of individuals with regard to the processing of personal data and on the free movement of such data (General Data Protection Regulation), SEC(2012) 73 final.
• Hendrickson v. eBay Inc., [2001], 165 F Supp 2d 1082.
• KAYA, Serkan, Consumer Dispute Resolution in the Digital Age: Online Dispute Resolution 1st Edition, Oniki levha, 2020.
• 'Local Consumer Review Survey 2017' (BrightLocal, 2020) https://www.brightlocal.com/learn/local-consumer-review-survey/#q1 Access Date: 25.12.2020.
• ‘Number of Digital Buyers Worldwide from 2014 to 2021’ (Statista 2020) https://www.statista.com/statistics/251666/number-of-digital-buyers-worldwide/ Access Date: 5.1.2021.
• OECD Recommendation of the Council on Consumer Protection in E-commerce (March 2016).
• ‘Report Infringement’ (Amazon, 2020) https://www.amazon.co.uk/report/infringement Access Date: 25.12.2020. Republic of Turkey Ministry of Justice Statistics (2019)
• https://adlisicil.adalet.gov.tr/Resimler/SayfaDokuman/1062020170359HizmeteO zel-2019-baskı-İSA.pdf Access Date: 25.12.2020.
• Republic of Turkey Ministry of Trade Statistics (2019) https://tuketici.ticaret.gov.tr/yayinlar/istatistikler Access Date: 25.12.2020. ‘Samsung Must Pay $340,000 After Paying People to Write Bad Reviews' (Mail Online, 2013) https://www.dailymail.co.uk/sciencetech/article- 2476630/Samsung-ordered-pay-340-000-paid-people-write-negative-online- reviews-HTC-phones.html Access Date: 25.12.2020.
• Satici Gelisimi ve Rozet Sistemi (Gittigidiyor.com, 2020)
• https://www.gittigidiyor.com/satici-bilgi-merkezi/basarili-saticinin- rehberi/satici-gelisimi-ve-rozet-sistemi.html Access Date: 25.12.2020.
• 'Sıfır Risk Sistemi ile Dokunarak Alişveriş Gittigidiyor'da' (Gittigidiyor.com, 2020) https://www.gittigidiyor.com/sifir-risk-sistemi/ Access Date: 25.12.2020. Statistics Explained, (Eurostat 2020) `Household consumption by purpose’ https://ec.europa.eu/eurostat/statisticsexplained/index.php/Household_consumpti on_by_purpose Access Date: 25.12.2020.
• STONE J, 'Tripadvisor Fined Half A Million Euros For Fake Reviews' Independent’ (2014) https://www.independent.co.uk/news/world/europe/tripadvisor-fined-half-a- million-euros-for-fake-reviews-9942151.html Access Date: 25.12.2020.
• Şikayet Var (2020) https://www.sikayetvar.com/hakkimizda Access Date: 25.12.2020.
• Turkish Statistical Institute (2019) `Household Consumption Expenditures`, https://data.tuik.gov.tr/Bulten/Index?p=Quarterly-Gross-Domestic-Product- Quarter-IV:-October-December,-2019-33603 Access Date: 25.12.2020.
• Turkish Statistical Institute ‘Information and Communication Technology (ICT) Usage in Households and by Individuals’ (2020) https://tuikweb.tuik.gov.tr/PreTablo.do?alt_id=1028 Access Date: 8.12021.
• 'Vero Programme: Notice of Infringement' (eBay, 2020) https://pages.ebay.co.uk/vero/notice.html Access Date: 25.12.2020.
• WANG, Faye, Law of Electronic Commercial Transactions: Contemporary Issues in the EU, US and China, 2nd Edition, Routledge, 2014, p. 423.
• XU, Haitao et al, ‘E-commerce reputation manipulation: The emergence of reputation-escalation-as-a-service’ (2015), Proceedings of 24th World Wide Web Conference https://www.eecis.udel.edu/~hnw/paper/www15.pdf Access Date: 25.12.2020.