Online dispute resolution can help you resolve disputes that may arise when buying and selling on eChinabid.
What is Online Dispute Resolution?

Online Dispute Resolution Service (ODR) is a fast and convenient way for parties anywhere in the world to resolve issues that have arisen over online transactions. During ODR, parties work together to resolve problems quickly, either independently using Direct Negotiation or through mediation. The ODR service is completely web-based and capable of handling disputes between parties based in different countries. When a case is put forward, the other party is notified and given the opportunity to respond. IF the other party responds to the case, the case goes into direct negotiation, and the presenting party can request a mediator at any time.

During the case presenting, case response, and direct negotiation stages, there is no mediator involved in the case, and no eChinaBid personnel who are involved in the parties' discussions, or reviewing the complaint or response information.

What is direct negotiation?

Direct negotiation is a process that involves ONLY the two parties involved in a Case. After the parties have agreed to participate in ODR, they discuss their issues themselves. THERE IS NO MEDIATOR INVOLVED DURING THIS STAGE.

What is Mediation?

Mediation is a voluntary, confidential and flexible process in which a neutral, third-party mediator facilitates communication and negotiation between parties who have a problem. Throughout the process, the parties retain control over how to resolve the case. A Mediator will not act like a judge, but can offer a recommendation for a settlement IF the parties request it.

What mediation IS :

• It is a voluntary process in which the parties work with a mediator (a neutral and impartial person) to find a mutually acceptable solution to the problem.
• It works when both parties participate, and are willing to compromise.
• It can be very effective in resolving disputes and misunderstanding if both parties participate in the process and are willing to compromise, and look for creative solution options

What mediation IS NOT :

• Mediation is not a court proceeding.
• Mediation is not arbitration.
• Mediation is not a process that should make you nervous or uncomfortable! The mediation process is designed to give both parties equal roles and responsibilities.

What does the mediator DO :

• The mediator communicates with the parties to understand both of their interests, perspectives and preferred solutions, and tries to help the parties understand each others' interests and perspectives on the issues.
• The mediator's role is to help the parties diffuse the emotions that are often part of any dispute, focus on the issues that they can work together to solve, and if possible to build an agreement that works for both parties.
• The mediator will make a recommended resolution to the parties only IF they BOTH agree to have the mediator do so.

What does the mediator NOT DO :

• The mediator does not make a decision.
• The mediator will NOT decide if one party is right or wrong.
• The mediator will not review the information, or evidence that the parties send to him/her and decide whether either party has proven their case.
• The mediator does not act as a judge.
• The mediator does not act as an arbitrator

How is Feedback Withdrawn?

If you do not receive a response to your case presenting, or if the mediator does not receive a response from the respondent to a message, then eChinaBid can review your case to determine if you are eligible to have your feedback withdrawn.

If you provided payment information during presenting your case, we will automatically review your case.

If you did not provide payment information during presenting, then you will be given a link to request the review in an email we send you after 14 days have passed.

The review fee of $10 will be refunded if your feedback cannot be withdrawn.

Feedback can be withdrawn after no response to your case presenting provided that: <>

·The feedback was left less than 90 days prior to this case presenting;

·There was no technical difficulty sending notices to the respondent;

·Party presenting the case provided the correct email address for the respondent;

·Party presenting the case used the same transaction # as recorded in the feedback record (Party presenting the case must provide information for each transaction involving the same respondent);

·The item bought or sold must not violate the marketplace policy; and

·eChinaBid does not receive any response from the other party, either by email or online, before the feedback is withdrawn. If the other party responded to a previous case concerning the same feedback record then your feedback cannot be withdrawn

The mediation fee of $10 will be refunded if the other party does not agree to try to mediate the case.

Feedback can be withdrawn after a response to your case presenting has been received provided that:

• You have obtained the help of a Mediator;
• Both parties either agree to the removal or the withdrawal in a Settlement Agreement;
• The item bought or sold must not violate the marketplace policy; and
• All other terms of the mediated settlement have been completed.
• If the respondent fails to respond to a request from the mediator then the mediator can forward the case to eChinaBid to review whether the feedback may be reviewed due to non response.

How do I present a case?

You can email your case information to following email address: complain@echinabid.com. Or contact our customer support staff.

How do I respond to a case?

When you receive the notice from eChinaBid, you should first contact your trading partner who presenting the case. In the notice his/her contact information will be included. If the dispute between you two cannot be resolved through direct negotiation, you can contact our customer support staff.

What happens if I do not respond to a case?

eChinaBid notifies you about the case to encourage you to resolve the problem with the other party, but cannot force you to participate. However, the other party may pursue a few options if you do not respond.

If this is an eChinaBid case, and the other party requested feedback withdrawal as part of the case, and you do not respond, then the feedback might be withdrawn anyway in accordance with eChinaBid's Feedback Withdrawal Policy.

If you do not respond, it may affect your reputation in the marketplace.

How long does ODR take?

Problems are typically resolved in about 10 to 14 days. However, the length of the process depends on how quickly you and the other party respond to messages. The more quickly you respond and provide the needed information, the faster your case will be resolved.

How much will it cost?

The party who presents the case will be charged $10. (USD) to involve a Mediator. All cases involving feedback must go through mediation to try to resolve feedback removal issues.

If the other party does not participate in mediation, eChinaBid will refund the mediation fee.

It is FREE to present a case, respond to a case, and for each party to do direct negotiation.

Related Help topics

• Trusting the Seller Overview