摘 要
我国电子商务发展只有十几年时间，特别是在最近5年发展迅速。据社科院发布的《商业蓝皮书》统计，2010年网络购物的全年交易额达到5000亿元，约占全年社会商品零售总额的3%。虽然交易增长迅速，但是通过交易中介平台来进行申诉维权的模式一直没有多大改变。特别是对很多在网购中所购买的商品价格很低的网民来说他们面临的一个问题是：一旦所购买的物品自己不满意时，他们在衡量维权的时间成本与预期补偿后，往往会放弃维权而选择自己承担损失。
与实体交易不同的是，电子交易纠纷出现后，买家更难以出示证据，买卖双方沟通的难度更大。同时还有中国不完善的物流企业管理所带来的风险成本。虽然通过网络即时通讯手段可以进行有效的沟通，并进行在线纠纷解决，但是由于通过网络购买的很多商品，价格较低，所以纠纷所花费的时间相对来说是一项不能忽视的成本。
电子交易金额较小的纠纷中，买家与卖家的相对地位显得更加不平等，买家维权的时间成本如果以对应的货币数值计算的话，该数值与退换货的成本的总和往往比商品本身的价格还要高，然而买家维权得到的仅仅是对所购买商品的货款的退回，对维权所花费的时间和精力却没有相应的补偿机制与方法，所以本文对补偿机制做了一定的探讨，并提出了补偿的方法。
本文采用实证研究与规范研究相结合的研究方法。通过综合研究比较国内外纠纷解决方式的实际情况和文献，在了解国外纠纷解决方法的基础上，结合我国目前的互联网纠纷解决的实际情况与不足之处，分析了消费者在网络购物中所面临的各种风险成本，和维权时花费的实际成本和机会成本，找准影响我国电子交易纠纷的解决效率低和成本高的主要因素。通过网络调查，数据分析，结合与纠纷解决相关联的理论，并运用目前互联网的发展趋势，来进一步讨论如何降低电子交易中的风险成本和更快速、更方便的解决电子交易纠纷的方法。
本文将“商品物流保价”与“退换货运费险”的购买与赔偿整合到电子交易的流程中以降低消费者的风险成本。同时为解决商品购买后可能产生的纠纷，本文也构建了纠纷解决的流程，该流程可简单描述为自主协商，自助调解，互助调解，客服调解，第三方机构调解。本文创新之处在于提出了“互助调解”的概念，其为充分利用现有电子交易纠纷解决的空档期来让网购用户相互之间进行“互助调解”的纠纷解决的方法。
关键词：电子交易，电子交易成本，纠纷解决
Abstract
In China, there are only ten years since the electronic transaction has turned out, especially in the last five years, it has developed rapidly. According to statistics from the business blue book by the Chinese Academy of Social Sciences, network shopping’s turnover reached 50 billion yuan in 2010, accounting for approximately annual society 3% of total retail sales. Although trade is growing rapidly, but through the transaction intermediary platform for the rights of appeal does not change much. Especially for many netizens who in electronic transaction purchased the commodities with a low price that faced a problem is: once items which they purchased are not dissatisfied, they will measure the cost of time and expected return in asserting their rights, and most of them often give up the rights because of the high cost in rights’ assertion.
Unlike the trade of tangible production, an electronic transactional dispute appears more difficulties in evidential authenticity, and the difficulties in communication by IM between buyers and sellers. And the risk cost from the not perfect logistics enterprises in China. Through the network real-time communications can communicate effectively, and conducting online dispute resolution, but for items with a low price which purchased online, the highest cost in online dispute resolution is remain the time.
Commodities with a low price in electronic transaction, buyer and seller's relative position appears more inequality, if the consumers’ time cost has a price in the dispute resolution, the time’s price and the transportation expenses are often higher than the cost of the Commodity , however what the consumers get is just the return of the Commodity’s payment. There are not any effective compensation mechanisms to compensate the consumers’ time spent and other spent. So this thesis makes some discussion, and proposed some compensation methods.
This thesis adopts empirical research and normative research methods. Find the differences between dispute solution's actual conditions and foreign dispute resolution methods. Based on the study of the Internet in our country at present, combined with the actual conditions of disputes resolution, analyzes the shortcomings in the network shopping consumers are facing in all kinds of risk costs, and the cost when asserting their rights and other opportunity costs, pinpointing the factors why online dispute resolution with less effective and high cost in our country's electronic transaction. Through the network investigation, data analysis, combining the development trend of the Internet to further discuss how to reduce the risk in the electronic transactions cost and more rapid convenient electronic transactions, and the feasibility and effectiveness of rapid dispute solution.
Through analysis the cost of both parties in the dispute resolution and the methods of compensation the costs. The thesis proposed a new way called “mutual aid mediation" to resolve the disputes online and it can use in the gap of the period of dispute resolution, and proposed an integrity of the dispute resolution process to resolve disputes.
Key word：electronic transaction, the cost of electronic transaction, dispute resolution
