Überhöhte Bearbeitungskosten für Streitfälle auf Online-Plattformen

Definition

The ‘Mapping dispute resolution on digital platforms’ report quantified around 880,000 internal disputes in a year, where users disagreed with a platform decision and sought a different outcome.[6] Each of these internal disputes requires some level of review and handling by platform staff; IP Australia’s guidance on opposing IP infringement notices notes that parties often need to gather registrations, screenshots, and detailed evidence, sometimes involving attorneys or trade mark agents to draft appeals or negotiate retractions.[5] For complex marketplace disputes (IP, fraud, account suspension), it is reasonable, based on standard legal and customer service practice, to assume 2–4 hours of internal staff time (case handling, documentation, communication) plus 0.5–1.5 hours of external legal or IP advisory time where escalated. Valuing internal staff at AUD 50–80 per hour and external advisors at AUD 250–400 per hour implies an all-in cost of roughly AUD 200–600 per significant dispute. A platform or major seller dealing with even 300 such disputes annually would therefore incur approximately AUD 60,000–180,000 in avoidable labour and advisory costs if processes remain highly manual.

Why This Matters

The Pitch: Internet marketplace operators and high-volume sellers in Australia 🇦🇺 burn an estimated AUD 200–600 in internal time and external advice per complex dispute. Workflow automation, standardised templates, and better data capture can cut these costs by 30–50%.

Affected Stakeholders

Marketplace dispute resolution and trust & safety teams, Customer support operations, Legal and compliance departments, IP owners and brand protection teams on marketplaces

Related Business Risks