초록 열기/닫기 버튼
글로벌 B2C(Business to Consumer) 전자상거래 시장의 규모는 지난 2013년 1조 2,300억달러에서 오는 2018년까지 2조 3,600만 달러로 매년 10% 정도 성장할 전망이다. 그러나 최근국내외 B2C 해외거래가 늘어나면서 이로 인해 발생되는 분쟁도 늘어나고 있다. 거래 및 시장 규모 증가에 따라 초국경 온라인거래를 이용하는 소비자의 불만이나 분쟁도 증가하고 있으며 이러한 분쟁을 해결하기 위한 효율적이며 효과적인 방안이 필요한 상황이다. 무엇보다 초국경 온라인거래의 평균 분쟁 금액이 극히 소액인 경우가 많아 실제로는 소송을 제기하지 않고 단념하는 경우가 대부분이다. 분쟁해결과 관련하여 이러한 상황을 계속 방치한다면 인터넷을통한 초국경 온라인거래가 가능해졌음에도 불구하고 분쟁해결에 관한 불안감으로 거래를 주저하게 되는 소비자 및 소규모 사업자가 많아질 것이다. ODR(Online Dispute Resolution)의 활성화가 이와 같은 문제점을 개선하기 위한 방안 중 하나가 될 수 있다. ODR을 활용한다면 초국경 온라인거래를 통하여 물품을 구입하는 경우 대량의소액거래 시에 소비자와 사업자가 간단한 분쟁해결 절차를 이용하여 저렴한 비용으로 분쟁을 해결할 수 있다. 본 연구는 인터넷 활용능력과 전자상거래 이용에 능숙한 20대를 중심으로 해외직구 분쟁발생시 온라인을 통한 분쟁해결의 발전방향을 제시하기 위한 실태조사 및 실증분석을 진행하였다. 이들은 해외직구 유형에 관계없이 분쟁해결이 필요하다고 인지하고 있었으며, 특히 온라인을 통한분쟁해결 선택속성으로는 간단하고 편리한 절차, 전문적이며 신뢰할 수 있는 분쟁해결 역량 등을꼽았다. ODR을 활용한다면 초국경 온라인거래를 통하여 물품을 구입하는 경우 대량의 소액거래시에 소비자와 사업자가 간단한 분쟁해결 절차를 이용하여 저렴한 비용으로 분쟁을 신속・편리하게 해결할 수 있을 것이다.
The rapidly increasing use of smartphones and tablets has made it easy for every consumer to easily compare the price of products around the world anytime, anywhere, while listening to the opinions of other customers. This means that consumers can purchase products overseas rather than their own domestic products. Nowadays cross-border online transaction (hereinafter referred to as CBOT), which is called foreign direct purchase, has become active. Global online transaction volume is growing rapidly due to the emergence of global payment instruments and the evolution of logistics systems. Unlike domestic e-commerce, cross-border online transaction, i.e. foreign direct purchase, may have risks due to language differences, exchange rate fluctuations, overseas shipments, customs clearance, and network system dangers. Amidst the difficulties facing the expansion of e-commerce, a barrier is created by the perceived difficulties in resolving complaints. CBOT is being slowed down by the lack of effective means to resolve disputes. Despite the fact that it is possible to trade internationally over the internet, there will be more consumers and small business managers who hesitate to trade due to anxiety about dispute resolution resulting from conflict. For the sustainable development of online trading markets, it is necessary to improve the solution method of the international dispute that consumers and small business managers are parties to in a specific internet website form. The key to improving these problems is ODR. The use of ODR enhances the resolution of disputes through the transformative power of the ICT The paper aims to examine the solutions of the online dispute resolution system which plays an essential role in the use of CBOT transactions. It reviews the current usage status of CBOT transactions, complaints and disputes experienced in this transaction, and the awareness of the ODR system as measures to solve problems based on the results of the questionnaire survey. The survey was conducted for consumers who have actually used CBOT transactions. Based on the results of this survey, empirical analysis is conducted on the recognition and necessity for an ODR system. In particular, it is necessary to consider accessibility, economic efficiency, transparency, fairness, and effective communication means in order to build an ODR specialized institution. Also, it is necessary to develop a technology that allows users to easily use ODR services without complicated devices or equipment so that the public can easily access them. There will be an increase of online transaction, online communication, and online business which will transform into a fully institutionalized ODR. The ODR system, which needs to be tailored in order to be effective, has to be established as an efficient means of the dispute settlement of CBOT. Therefore, continuous research on ODR and its activation methods is necessary for the further development of CBOT.
키워드열기/닫기 버튼
Electronic Commerce, Cross-Border Online Transaction (CBOT), Online Dispute Resolution (ODR), Online Transaction, Consumer Disputes
