3 Organizational Strategy and Competitive Advantage
5.3. Lodging an Official Complaint
國
立 政 治 大 學
‧
N a tio na
l C h engchi U ni ve rs it y
also identify the monetary value the individual(s) have transferred to the third party escrow account, Ali Pay where it remains safely. This will be disused in detail to follow.
If the recipient(s) of the notification finds themselves with the same product issue, they can follow the same easy steps to lodge their official complaint on the Great Wall Platform whether they are in the app or on the Great Wall Webpage.
5.3. Lodging an Official Complaint
The user will be asked to upload a receipt if not previously performed. Additional uploads can be performed at this time if further supporting documents are available such as warranties.
Product photographs depicting the issue can also be supplied if available and pertinent to this case.
The user will then be asked to write a series of short answer questions which in the future could be used to create value as a potential monetary stream, for example:
Did you contact the customer service department of the store/manufacturer/ distributor? If yes, was their service helpful? If no, why didn’t you contact them first?
What has caused you to make a complaint on this platform?
What other features of the product disappoint you?
Do you have any recommendations on how to improve this product?
Next, in the event that the user had previously scanned the product barcode, a sliding scale of contribution is immediately presented to the user based on the underlying value of the asset. If
‧
scenarios, a contribution scale is presented to the user, with a minimum contribution and a maximum contribution.
The calculations of the contribution that take place behind the wall are depicted below in table 4.
Table 4: Minimum and Maximum Contributions based on Underlying Asset Value
Price of underlying asset (in US dollars)
For example, if the underlying asset is a cell phone with an initial purchase price of $400.00, to determine the lower end of the range, we take 8% of $400 which is $32. The upper end calculation based on 30% percent of the underlying cell phone price gives us $120. The sliding scale presented to the consumer would therefore be $32 to $120.
The sliding scale serves to reduce the contribution fees for those with lower incomes or less money to spare to pursue the legal case. Those users who are more capable and more willing to contribute more towards the case may choose a higher value within the sliding range provided.
They may be more frustrated/angry so their motivation is to provide more funds to ensure the case is picked up by one of our member law firms.
‧
The user manually inputs their desired contribution amount. The user is then directed to our third party to proceed with payment. The money remains in the well-trusted AliPay escrow account until a winning legal resolution has been sought.
Internet escrow works by placing money in the control of an independent and licensed third party in order to protect both buyer and seller in a transaction. When all parties verify the transaction has been completed per terms set, the money is released. If at any point there is a dispute between the parties in the transaction, the process moves along to dispute resolution within AliPay and in not the responsibility of The Great Wall. The outcome of the dispute resolution process will decide what happens to money in escrow.
Since a win may be different in the eyes of each party involved (all individual consumers in their entirety and the lawyer), a detailed contract must be organized by the lawyer and the individual case participants in advance of legal proceedings and a contract signed by their own organization. (This is not the responsibility of the Great Wall)
In the event of a win, the third party is contacted and authorized to release the funds. 10% of the funds are released to the Great Wall. 1.5 % percent is retained by AliPay, and the remaining 88.5% is released to the law firm.
Since the transfer to the lawyer is conditional upon the predetermined definition of a win, if these pre-established criteria are not met, the funds are returned to the consumer. Only the 1.5%
charged by AliPay is not returned. In this scenario, the lawyer receives nothing which is a security screen preventing lawyers from taking on cases that are not winnable just to take
‧
The law firm portal differs from the User portals in that law firms can only register on the webpage. Once registering, individually identified lawyers in the firm are assigned a username and password, which grants them access to both the webpage and app.
As in the user portal, there is a disclaimer that law firms are required to agree with that protects and safeguards The Great Wall from legal issues as well as informs users of our information sharing policies. Law Firms cannot proceed without agreeing to these safeguards.
From herein the procedures for both the app and the webpage are relatively similar. The user names and contact information are not visible to the lawyer at this point. The lawyers can utilize various filters to sort through the complaints and organize them in ascending or descending rank according to the gross accumulated value. They can perform similar sorting mechanisms for number of consumers, product category, and date.
The lawyer can click on a set of complaints to expand it and read the particulars of the complaint posted by the consumers and learn the fundamentals of their issues. If not interested in taking this case at that time, he/she can go back to continue exploring complaints. Should the lawyer be interested in taking on the case since an appropriate level of money has been achieved and he/she is confident enough in their ability to seek an agreeable resolution to the issue, they simply click on the TAKE CASE button. A notification is sent to the users that an interested member lawyer has agreed to take on their case. The vetting process then begins by The Great Wall staff. If successfully vetted, the lawyer is required at that time to define the scope of the case and determine the definition of a win. This clear definition once approved by the consumers is sent to AliPay as the guideline for the eventual release of funds.