This paper has researched and studied the developments and the problems of the cross-border online consumer markets in the European Union. After analyzed the cross-border B2C disputes, it is difficult to solve low-value cross-border online consumer disputes effectively based on the traditional disputes solution, such as litigation, arbitration and other offline ADR. Through the legislation for the member states of EU, the offline Consumer ADR System has improved and enabled to solve the B2C disputes effectively by the Internet. The new disputes settlement system named as the EU Consumers ODR System. For founding the institution of consumers ODR, EU had experienced more than a decade and done a lot of efforts included relevant working on legislative, judicial, study and practice. After go through a lot of experience, EU initiatively finally proposes a legislative framework of the consumer ODR —— “Directive on 2013/11/EU consumer ADR” and “Regulation (EU) 524/2013 on consumer ODR”. The former law urges to establish a standardization and unification of EU’s ADR resources for Consumer dispute resolution; the latter one is to build an EU level’s consumer ODR platform to resolve consumer disputes within the region. The EU Consumers ODR System will be put into formal use in 2016. There is a similar situation in international: in 2010, UNCITRAL proposed a legislation, which called “ODR Draft Procedural Rules ”, to solve the disputes raised in low-value, high-volume, cross-border e-commerce transactions. However, when the draft is developing, the EU has designed the legal framework of ODR system. Moreover, UNCITRAL constructively put forward a design of the "two tracks". This paper has compared the ODR in EU with UNCITRAL. EU and UNCITRAL can cooperate on cross-border B2C disputes resolution on different levels. In order to protect the right of consumers, this paper has summarized the principle of Fairness and Efficiency for the consumer dispute resolution, and then designed a model for the cross-border B2C dispute resolution based on these principles. Finally, 7 this paper has found out the challenges for the establishment of EU ODR platform, and gave a suggestion for the improvement of the EU Consumer ODR System.

本文對歐盟區域內的跨境在線消費市場的發展問題進行了考察，並針對跨境 B2C糾紛的特質進行分析之後認為，包括訴訟、仲裁及其它線下ADR在內的傳統 糾紛解決機制很難真正有效地解決小額量大的跨境在線消費糾紛。歐盟通過立法 創制對原先的消費者ADR機制進行網絡化改進，使之能夠有效解決歐盟區域範圍 內的B2C糾紛，特別是針對於成員國之間的跨境B2C糾紛，這個新型的糾紛解決 制度叫做歐盟消費者ODR制度。 對於消費者ODR的制度創建來說，歐盟歷經了十多年的開發過程，並做了大 量工作，這包括相關的立法、司法、研究和實踐方面的努力。在積累大量經驗之 後，歐盟最終開創性地提出了一個消費者ODR的立法框架——《歐盟消費者ADR 指令》與《歐盟消費者ODR條例》，前者整合了歐盟區域內現行的與消費者糾紛 解決有關的ADR資源並以法律形式使其標準化、統一化，而後者是要建立一個歐 盟層面的消費者ODR平臺去解決區域內的消費者糾紛，這兩部法律共同搭建了歐 盟消費者ODR制度的立法框架，通過這個框架的組織創建，歐盟消費者ODR制度 將會在2016年正式啟用。另外在國際層面的制度創建中也出現有一個類似的ODR 機制：聯合國國際貿易立法委員會（UNCITRAL）於2010年正式提出了一個立法 草案用以解決所有小價值、大數量的跨境電子商務爭議，即《ODR程序規則草案》。 然而，當該草案還處在一個討論階段時，歐盟就已經設計出了ODR制度的法律框 架。不過在最近的發展中，《ODR程序規則草案》也建設性地提出了一個“兩軌 道”的設計。本文通過比較研究歐盟與UNCITRAL的兩個ODR機制，來探討兩者 的互補合作的可能，共同為跨境電子商務的糾紛解決提供助力。 本文從消費者的價值本位出發，通過對消費者糾紛解決的公平和效率原則及 其具體標準進行總結，基於這些標準來進行制度設計，設計出一個跨境B2C糾紛 解決的機制模型。然後，檢驗出歐盟的消費者ODR平臺在建設中所將要面臨的挑 戰，包括程序的可進入性、便利性問題，與歐盟小額訴訟的對接問題，以及客觀 存在的語言問題。最後，本文為歐盟消費者ODR制度的完善提出針對性意見，並 肯定了這個制度創舉。