The two parties participating in the Online Dispute Resolution process use a Negotiation Forum, where the unsatisfied party (Claimant) can state their dispute and request a certain remedy.
The responding party (Respondent) is given three days to rebut, explain their side of the dispute, and counter with an alternative solution. At this time, the Claimant can accept the Respondent’s offer or reject it and propose one final solution.
If no solution is reached by this stage, a neutral third party will enter the Negotiation Forum, review both parties’ positions, and propose one final settlement.
If the parties still do not agree on a resolution, Citizen Shipper will refer the parties to one or more independent arbitrators willing to arbitrate the dispute in a manner determined by those involved. This will end Citizen Shipper’s involvement; any fees will be decided by the parties and/or the arbitrator.