TradeSafe ADR (Alternative Dispute Resolution) Service
TradeSafe ADR (Alternative Dispute Resolution) Service is a service provided by “general incorporated association EC Network (TradeSafe’s comprehensive business partner),” an ADR executing agency. In case an insoluble trouble has arisen between the online shop that has introduced TradeSafe Trustmark and the consumer who has purchased a product covered by TradeSafe Trustmark using the shopping cart, EC Network helps to reach a solution by going between the two parties and listening to what they have to say and presenting an objective solution strategy. The provision of the service requires the consumer’s application for TradeSafe ADR Service and the shop’s consent. If you’d like to know how to apply for TradeSafe ADR Service, kindly click this.
This service is for consumers who have consented to “I’ll Receive TradeSafe Anshin Compensatory Service.”
This service is for those consumers who have purchased a product covered by TradeSafe Trustmark using the shopping cart of an online shop that has introduced TradeSafe Trustmark, and who have consented to “I’ll Receive TradeSafe Anshin Compensatory Service” when purchasing the product.
In case a trouble has arisen, the consumer is requested to make an inquiry to the online shop.
“The wrong product has arrived,” “The product hasn’t been delivered”―when a trouble like these has arisen, the consumer is requested to make a direct inquiry to the online shop first.
When it is difficult for the two parties to reach a solution
When a solution of the trouble, such as “I can’t contact the online shop,” is difficult to reach, the consumer is requested to apply for TradeSafe ADR Service.
In the e-mail you sent when you made an order, you can find the e-mail address of the special ADR Service application form.
ADR executing agency EC Network, a general incorporated association, will support the solution of the problem.
TradeSafe and “general incorporated association EC Network,” an ADR executing agency, will check the details of the ADR Application Form.
After checking, we will follow the procedure for dispute resolution concerning the trouble to which we have judged it appropriate to apply the service.
We’ll check whether the resolution has been carried out.
When both the online shop and the consumer have agreed to the solution that TradeSafe and EC Network have proposed, the dispute will be regarded as resolved.
At that time we will check whether the resolution has been carried out.
In case no solution has been reached
In case no solution has been reached, depending on the situation, there are cases where an assessment will be made in relation to “TradeSafe Anshin Compensatory Service.” In that case, TradeSafe will inform you to that effect.
Matters to Be Understood before Application
What ADR covers
Application is accepted only when the consumer who has purchased a product with the display of TradeSafe Trustmark using the shopping cart has applied for himself. Purchases made by FAX, e-mail or telephone are not covered by the service.
Troubles covered by the service are ones concerning “whether or not the purchased product has been delivered in the right way,” such as the purchased product being broken, the product not having arrived and the wrong product having been delivered.
The service does not guarantee the quality, performance and effects of the products, the authenticity of brand-name products, etc.
Executor of ADR
We entrust actual solution support to “general incorporated association EC Network,” a private nonprofit corporation.
EC Network is an organization highly trusted at the EC market which was established to take over the accomplishment of demonstration experiment conducted by Ministry of Economy, Trade and Industry. By consigning execution, we ensure impartiality as a neutral third party between the consumer and the online shop that has introduced TradeSafe Trustmark.
Before application, please understand that all the personal information of the consumer who has applied for this ADR (Alternative Dispute Resolution) Service will be provided to executor EC Network, a middle-natured corporation with the limited liability.
Scope of ADR
TradeSafe ADR (Alternative Dispute Resolution) Service is designed to support dispute resolution by listening to the positions of both sides and mediate for a solution as a neutral third party between the consumer and the online shop, and does not guarantee a solution.
Member online shops granted Trustmark have joined in this ADR Service in a sincere manner and pledged to agree to mediation. TradeSafe and EC Network are private organizations, and do not “supervise enterprises” or “expose or crack down on crimes” with legal authority or mediate as legal specialists.
Expense for ADR
Consumers can use the service free of charge.
But they have to pay the expenses for communication such as the use of e-mails.
About the handling of personal information
The personal information of the client and the other party is used only for the purpose of resolving disputes.
Depending on the situation, there are cases in which the information is disclosed to the client, the other party and/or specialists such as a commissioned lawyer. In cases other than this, the personal information of the client and the other party will not be provided to any third parties or made public in such a way as to enable the identification of a specific individual without the prior consent of the persons concerned.