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What is ODR? What is ODR? ODR stands for Online Dispute Resolution. NetNeutrals’ ODR system is a means of settling disputes between parties in an online setting. It’s quick, convenient, and simple to do. How do I start a case?To start a case, simply go to our home page and enter the item number and your eBay ID. You will be directed to eBay’s site for authentication where you will be asked to enter your eBay password. NetNeutrals does not store your password or other personal information. What is a “Claimant”?The Claimant is the party initiating the case. The Claimant may be either a buyer or a seller. What is a “Respondent”?The Respondent is the party responding to the case. The Respondent may be either a buyer or a seller. What is a “Neutral”?A Neutral is an individual who acts as an Independent Reviewer. As an Independent Reviewer, the Neutral reviews the merits of the case and decides whether the disputed feedback meets the Guidelines for Feedback Withdrawal. What is Direct Negotiation?Direct Negotiation is a dispute resolution process in which the two disputing parties work together to come to a resolution on their own. In direct negotiation, the parties communicate directly with each other without the help of another party. In NetNeutrals’ direct negotiation Forum, you are able to discuss the situation with the other party in a neutral place and a record of the communication is kept for both parties to refer back to. If you need the help of a Neutral, the Neutral is able to review the record of your discussion in the Forum. Why should I use direct negotiation?Direct negotiation is an opportunity for you to work out a resolution directly with the other party. It’s free and takes place in a neutral environment. The NetNeutrals Forum is a place where you and the other party can go to work out a settlement. Unlike in email, all of your attention is focused on settling this dispute when you’re in the NetNeutrals Forum. And a complete record of your online discussion is stored for you to refer back to. Your record can only be accessed with your eBay ID and password, so your discussion is also confidential. Only those who are involved in the dispute have access to the Forum. What are some resolution options?Every case is different and so some solutions may be better fits than others. Here are some options and ideas that have worked for other cases:
The Respondent has 14 days to respond to the Claimant’s initial posting. During that time, the Respondent is sent three emails requesting a response. In most cases a party will respond within 14 days if s/he is interested in participating in the process. Who are the Neutrals?Our Neutrals are trained, independent professionals with automotive service experience. They are located across the United States and are experienced in automotive dispute resolution. Who selects the Neutral?Neutrals are randomly selected from a pool of experienced professionals. For more information about the Neutrals, visit the Bios page. What does the Neutral do?The Neutral completes an Independent Feedback Review to determine whether the feedback left meets eBay's Guidelines for Feedback Withdrawal. The Neutral will post a decision indicating whether the feedback does or does not meet the guidelines and provides a brief basis for the decision. Will the Neutral decide how to “make it right”?No. If the case progresses to IFR and a decision is made, the Neutral will only decide whether the feedback met eBay’s guidelines for rating withdrawal. The Neutral does not have the power to order either party to take any action. How much does it cost to invite a Neutral?The Neutral’s services are available for $130. This fee is paid for by the party who requests the feedback review (usually the Seller) . The fee covers the independent feedback review. Payment is made through PayPal. The Neutral will join the Forum once payment is received. What is IFR?IFR stands for Independent Feedback Review. This process is available to eBay Motors users with disputes regarding negative or neutral feedback. Independent Feedback Review allows members to ask an independent reviewer to evaluate a feedback comment left for an eBay Motors vehicle transaction to determine if the feedback rating qualifies for withdrawal. The Neutral uses evidence provided by the buyer and seller in the transaction, the feedback comments left, and eBay's Guidelines for Feedback Withdrawal. If the guidelines have been met, the Neutral can have the feedback rating descored. What are the Guidelines for Feedback Withdrawal?Ratings will be withdrawn if the neutral determines that the member who seeks a rating withdrawal has clearly and convincingly established one or more of the following Guidelines for Feedback Withdrawal:
If you’ve tried direct negotiation and feel that the discussion is unproductive, you can request an Independent Feedback Review by clicking the Send For Review button in the Forum. Before the Neutral does the Review, each party is given one more opportunity to post any final comments. Then the Neutral will review the feedback to determine whether it meets eBay’s guidelines for rating withdrawal. Will a decision against me affect my rating?No. The IFR decision only addresses whether the feedback met eBay’s rating withdrawal guidelines. If the feedback does meet the guidelines, the rating will be withdrawn and the feedback will include a notation indicating it has been reviewed through the IFR. The user’s overall rating will not be affected by the feedback. The review will not be noted anywhere else. How do I add comments?Posting to the Forum is fairly simple. First, log in to your case by entering your ID and Item Number. Once you’ve been authenticated and join the Forum, you will see an action button at the top of the page and a text box in the middle. You may enter your comments in the text box and click Submit. Your comments will be posted in the Forum Record below. You can enter comments as many times as you like. For tips on posting comments, click here. Can I add an attachment to my comments?NetNeutrals.com does not accept attachments. Therefore, we recommend that you reference supporting materials and details in the Forum. For example, if you have emails you’ve sent to the other party, you can copy the dates and times the emails were sent and any important text from the emails into the comment box. Who pays for the Neutral?The party who invites the Neutral by clicking Send For Review pays for the service. Either party can invite a Neutral, though the party that begins the case and pays the fee is usually the Seller. How do I pay?Payment is made through PayPal. Once you send for Independent Feedback Review, a confirmation screen will appear. After confirming your intent to send for review, you will be directed to PayPal to make the payment. The Neutral will join the Forum once payment has been confirmed by PayPal. What cases are eligible for the IFR process?NetNeutrals has been contracted by eBay to review eBay Motors disputes involving recent transactions in the following vehicle categories: Passenger Vehicles, Motorcycles, Powersports, Other Vehicles. NetNeutrals also reviews eBay Business & Industrial disputes for items selling for $1000 or more. Items that NetNeutrals determines to have been miscategorized will be deemed ineligible for review. This determination will be at the sole discretion of NetNeutrals. Finally, the item listing must still be available on eBay to be eligible for review. My link doesn’t work, how do I access my claim?If you are having trouble accessing your claim, please contact us for personal assistance. I can’t login, what should I do?To login, you will need to enter the eBay item number of the item associated with the dispute and your eBay member ID. You will then be directed to eBay for authentication where you will be asked to enter your eBay password. If you are having trouble logging in, check your item number to ensure that it is correct and corresponds to a qualifying eBay Motors item. If you are still having trouble, please contact us. How often do I need to check the Forum?NetNeutrals suggests that you check the Forum at least once a day. However, the more often you check, the more likely you’ll be to respond to postings quickly and resolve your dispute faster. I don’t see any new postings. Is there something I should do?During direct negotiation, in many cases, it takes hours or even a day or two for parties to respond to a posting. If you have kept your browser screen up and no new postings appear, you can try clicking the Refresh button on the toolbar. This will reset the page. If no additional postings occur, you can try logging back in. In most cases, you should allow about three days for the other party to respond to an ongoing discussion, and up to 14 days for the other party to respond to a new filing. Once you send for review in IFR, the Neutral will enter the forum within one day. How do I end a case?Depending on the status of your case, there are two ways to end it. If you have come to resolution in Direct Negotiation, your case will simply time out. If the case proceeded to Independent Feedback Review, the case will be closed after the Neutral decides whether the feedback meets the guidelines for rating withdrawal. How long will it take for the feedback to be changed?In most cases the feedback score is updated within 7 days, in some instances it can take up to 14 days for the update. How long do the Claimant and Respondent have to submit comments in IFR?Once a case is sent for review the Neutral joins the forum within 24 hours of payment. The Neutral then asks both parties to post why the feedback does or does not meet the guidelines for feedback rating withdrawal within 6 days. |
