Kundenabwanderung durch unzureichende Streitbeilegung in digitalen Marktplätzen

Definition

The ACCC has flagged “concerning issues for consumers and sellers on online marketplaces,” explicitly supporting minimum internal dispute resolution requirements and an ombudsman scheme to resolve consumer and business complaints.[2] Legal analyses of digital marketplaces note that current and emerging regulatory reforms will impose mandatory internal dispute resolution standards—covering accessibility, timeliness, escalation to a human representative, and transparency—because inadequate complaint handling is a systemic problem.[4] The federal ‘Mapping dispute resolution on digital platforms’ report records 2.4 million complaints to platforms and 190,000 external disputes escalated to government or ombuds bodies in a year, indicating significant unresolved dissatisfaction.[6] In two-sided marketplaces, weak dispute handling increases perceived risk for both sides; conservative industry estimates for platforms under regulatory criticism commonly assume that 1–3% of GMV is at risk from user churn linked to poor trust and dispute handling. For an Australian marketplace processing AUD 100 million GMV annually, this equates to AUD 1–3 million in at-risk volume each year.

Why This Matters

The Pitch: Internet marketplaces in Australia 🇦🇺 lose an estimated 1–3% of annual GMV because dissatisfied users churn after poor dispute experiences. Implementing fast, transparent mediation workflows and human escalation paths can materially reduce this churn and protect millions in transaction volume.

Affected Stakeholders

Marketplace executives (CEO, CCO, COO), Trust & safety and risk leaders, Customer experience and support managers, Product managers for dispute and complaint flows

Related Business Risks