1. Cara Cherry Lisco Director SquareTrade Mediator & Arbitrator Network Online Solution For Online Problems Presentation to OECD December 11, 2000

2. 1 © SquareTade Trust Building Services to Enable E-commerce Online Dispute Resolution  Web-based tool: highly scalable and extensible for b2c, c2c and b2b settings  Exclusive network of 250 mediators and arbitrators  Multiple tailored ODR processes Seal Member Program  Commitment to resolve all customer issues  Compliance with SquareTrade Merchant Standards

3. 2 © SquareTade The SquareTrade Solution Cost: SquareTrade Seal Display Pre-commitment to resolving disputes and history of good performance What: Pre-transaction Annual Fee (scaled to size of business) Feedback Mechanisms Automated system to structure communication of problem & resolution Direct Negotiation Post-transaction Currently free to users Online access to skilled mediators Mediation & arbitration fees depend upon marketplace Mediation Online access to skilled arbitrators Arbitration

4. 3 © SquareTade SquareTrade Delivers Value to Parties Broad case experience: over 30,000 cases handled; $11 million in transaction value to date Solid international knowledge: 80 countries; 3 languages Demonstrated results: over 80% completed case settlement rate; average two week resolution

5. 4 © SquareTade Strong SquareTrade ODR Uptake % Cases Resolved in Direct Negotiation  Fully automated resolution highly effective Cumulative Cases Filed  Online dispute resolution quickly adopted

6. 5 © SquareTade C2C Auctions Application across e-commerce B2B Frictionless Business Enablers

7. 6 © SquareTade SquareTrade on eBay

8. 7 © SquareTade SquareTrade Home Page; Accessing the Solution

9. 8 © SquareTade Filing a Case; Breaking Down the Issue/ Determining Solutions

10. 9 © SquareTade Automatic Notification Respondents are automatically notified

11. 10 © SquareTade Entering Direct Negotiation

12. 11 © SquareTade Requesting a Mediator

13. 12 © SquareTade Resolution Achieved

14. 13 © SquareTade Key Proven Values to Commerce Increased customer retention Confidence to transact = sales Comprehensive tailored solutions Access to solution where none existed before Neutrality

15. Cara Cherry Lisco cara@squaretrade.com