DOI: https://doi.org/10.36347/sjebm.2024.v11i12.003

Pages: 396-403

With the development of the internet and changes in consumer shopping preferences, e-commerce has rapidly replaced traditional consumption methods due to its convenience, speed, wide selection, and cost-effectiveness. B2C e-commerce is booming, injecting new vitality into the economy. However, the virtual and open nature of e-commerce transactions has led to increasing information asymmetry between consumers and merchants, resulting in frequent consumer disputes, which not only harm consumer rights but also affect the reputation of platforms and merchants. Traditional dispute resolution mechanisms are difficult to adapt to the characteristics of consumer disputes on e-commerce platforms. Therefore, exploring efficient, convenient, and low-cost consumer dispute resolution mechanisms for e-commerce platforms has become an urgent need. This paper aims to study the consumer dispute resolution mechanisms of e-commerce platforms to provide references for improving these mechanisms and to promote the healthy development of the e-commerce industry.