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<xTITLE>Google’s Resolution Process</xTITLE>

Google’s Resolution Process

by Colin Rule
October 2011

Novo Justice Blog by Colin Rule

Colin Rule

Much buzz this week in ODR circles about Google’s announced program for trusted stores.

Their resolutions component is welcome, though it seems a little thin – not sure how it will scale:

“In the situation that you have contacted the merchant, but were unable to reach a resolution about your eligible issue, you can get Google’s help.

When resolving an order issue, Google refers to the merchant’s policies and terms of service. Merchant’s policies can include items which may not be returned or cancelled, or must be returned before receiving the refund, restocking fees, return shipping fees, and cancellation fees. Please review the merchant’s policies prior to filing an issue.

Google’s process for resolving your issue is as follows:

You contacted or tried to contact the store, but were unable to resolve your eligible issue.
You contact Google through your Google Trusted Stores Customer account about the issue.
Google contacts the merchant with the details of your report.
At this point, a few things could happen:

You and the merchant agree upon a resolution:

The merchant will update the report in their Google Trusted Stores account and you’ll be notified of this via email. If you agree with the proposed resolution, the issue is closed.

You disagree with the proposed resolution:

You can let us know in your account by viewing the Order Details page for the order and clicking Issue is not resolved. The issue will escalate to Google for final resolution.

The merchant does not update the report in their account:

The issue will automatically escalate to Google for final resolution.

If the issue is escalated to Google, Google will follow this plan to determine a final resolution.“
I’ll try to learn more.

Biography


Colin Rule is CEO of Mediate.com.  From 2017 to 2020 Colin was Vice President for Online Dispute Resolution at Tyler Technologies. Tyler acquired Modria.com, an ODR provider Colin co-founded, in 2017. From 2003 to 2011 Colin was Director of Online Dispute Resolution for eBay and PayPal.  Colin co-founded Online Resolution, one of the first online dispute resolution (ODR) providers, in 1999 and served as its CEO and President.  Colin worked for several years with the National Institute for Dispute Resolution (now ACR) in Washington, D.C. and the Consensus Building Institute in Cambridge, MA.

Colin is the author of Online Dispute Resolution for Business, published by Jossey-Bass in September 2002, and co-author of The New Handshake: Online Dispute Resolution and the Future of Consumer Protection, published by the ABA in 2017. He received the first Frank Sander Award for Innovation in ADR from the American Bar Association in 2020, and the Mary Parker Follett Award from the Association for Conflict Resolution in 2013. He holds a Master’s degree from Harvard University’s Kennedy School of Government in conflict resolution and technology, a graduate certificate in dispute resolution from UMass-Boston, a B.A. from Haverford College, and he served as a Peace Corps volunteer in Eritrea from 1995-1997.  You can read many of his articles and see some of his talks at colinrule.com/writing.



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