E-Commerce Dispute Resolution Prediction

David Tsurel, Michael Doron, Alexander Nus, Arnon Dagan, Ido Guy, Dafna Shahaf

Research output: Chapter in Book/Report/Conference proceedingConference contributionpeer-review

6 Scopus citations


E-Commerce marketplaces support millions of daily transactions, and some disagreements between buyers and sellers are unavoidable. Resolving disputes in an accurate, fast, and fair manner is of great importance for maintaining a trustworthy platform. Simple cases can be automated, but intricate cases are not sufficiently addressed by hard-coded rules, and therefore most disputes are currently resolved by people. In this work we take a first step towards automatically assisting human agents in dispute resolution at scale. We construct a large dataset of disputes from the eBay online marketplace, and identify several interesting behavioral and linguistic patterns. We then train classifiers to predict dispute outcomes with high accuracy. We explore the model and the dataset, reporting interesting correlations, important features, and insights.

Original languageAmerican English
Title of host publicationCIKM 2020 - Proceedings of the 29th ACM International Conference on Information and Knowledge Management
PublisherAssociation for Computing Machinery
Number of pages10
ISBN (Electronic)9781450368599
StatePublished - 19 Oct 2020
Event29th ACM International Conference on Information and Knowledge Management, CIKM 2020 - Virtual, Online, Ireland
Duration: 19 Oct 202023 Oct 2020

Publication series

NameInternational Conference on Information and Knowledge Management, Proceedings


Conference29th ACM International Conference on Information and Knowledge Management, CIKM 2020
CityVirtual, Online

Bibliographical note

Publisher Copyright:
© 2020 ACM.


  • dispute resolution
  • e-commerce
  • online transactions


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