{"id":946,"date":"2016-01-26T09:08:09","date_gmt":"2016-01-26T08:08:09","guid":{"rendered":"https:\/\/www.pricemania.sk\/blog\/alternativne-riesenie-sporov-v-sr-je-vas-e-shop-pripraveny\/"},"modified":"2016-01-26T09:08:09","modified_gmt":"2016-01-26T08:08:09","slug":"alternativne-riesenie-sporov-v-sr-je-vas-e-shop-pripraveny","status":"publish","type":"post","link":"https:\/\/www.pricemania.sk\/blog\/alternativne-riesenie-sporov-v-sr-je-vas-e-shop-pripraveny\/","title":{"rendered":"Alternat\u00edvne rie\u0161enie sporov v SR: Je v\u00e1\u0161 e-shop pripraven\u00fd?"},"content":{"rendered":"<p>Novoprijat\u00fd z\u00e1kon \u010d. 391\/2015 o alternat\u00edvnom rie\u0161en\u00ed spotrebite\u013esk\u00fdch sporov uklad\u00e1 od 1. febru\u00e1ra 2016 e-shopom dodato\u010dn\u00e9 povinnosti, konkr\u00e9tne povinnos\u0165 &#8222;zverejni\u0165 inform\u00e1ciu o mo\u017enosti a podmienkach rie\u0161enia sporu prostredn\u00edctvom syst\u00e9mu alternat\u00edvneho rie\u0161enia sporov&#8220;. \u010co to ale alternat\u00edvne rie\u0161enie sporov (ARS) vlastne je, ako pom\u00f4\u017ee spotrebite\u013eom a \u010do to znamen\u00e1 pre obchodn\u00edkov?<\/p>\n<p>  <!--more-->  <\/p>\n<p>Novoprijat\u00fd z\u00e1kon \u010d. 391\/2015 o alternat\u00edvnom rie\u0161en\u00ed spotrebite\u013esk\u00fdch sporov uklad\u00e1 <strong>od 1. febru\u00e1ra 2016 e-shopom dodato\u010dn\u00e9 povinnosti<\/strong>, konkr\u00e9tne povinnos\u0165 &#8222;zverejni\u0165 inform\u00e1ciu o mo\u017enosti a podmienkach rie\u0161enia sporu prostredn\u00edctvom syst\u00e9mu alternat\u00edvneho rie\u0161enia sporov&#8220;. \u010co to ale <strong>alternat\u00edvne rie\u0161enie sporov (ARS)<\/strong> vlastne je, ako pom\u00f4\u017ee spotrebite\u013eom a \u010do to znamen\u00e1 pre obchodn\u00edkov?<\/p>\n<p><img loading=\"lazy\" class=\" size-full wp-image-943\" src=\"https:\/\/www.pricemania.sk\/blog\/wp-content\/uploads\/2016\/01\/Youstice-1.JPG\" alt=\"Youstice\" width=\"100%\" height=\"NaN\" srcset=\"https:\/\/www.pricemania.sk\/blog\/wp-content\/uploads\/2016\/01\/Youstice-1.JPG 850w, https:\/\/www.pricemania.sk\/blog\/wp-content\/uploads\/2016\/01\/Youstice-1-300x200.jpg 300w, https:\/\/www.pricemania.sk\/blog\/wp-content\/uploads\/2016\/01\/Youstice-1-768x512.jpg 768w, https:\/\/www.pricemania.sk\/blog\/wp-content\/uploads\/2016\/01\/Youstice-1-370x247.jpg 370w, https:\/\/www.pricemania.sk\/blog\/wp-content\/uploads\/2016\/01\/Youstice-1-470x314.jpg 470w\" sizes=\"(max-width: 850px) 100vw, 850px\" \/><\/p>\n<p>&nbsp;<\/p>\n<p><strong>Alternat\u00edvne rie\u0161enie sporov (ARS)<\/strong><\/p>\n<p>My\u0161lienka alternat\u00edvneho (tzv. &#8222;mimos\u00fadneho&#8220;) rie\u0161enia sporov sa prv\u00fdkr\u00e1t objavila so zrodom online predaja. Predov\u0161etk\u00fdm soci\u00e1lne m\u00e9di\u00e1 a negat\u00edvne hodnotenia \u0161\u00edren\u00e9 v\u010faka nim pouk\u00e1zali na urgenciu <strong>spotrebite\u013esk\u00fdch s\u0165a\u017enost\u00ed<\/strong>. Ako po\u010det transakci\u00ed n\u00edzkej hodnoty narastal, potreba <strong>in\u00e9ho rie\u0161enia ako n\u00e1kladn\u00e9ho a dlhotrvaj\u00faceho s\u00fadneho procesu reklam\u00e1cie <\/strong>naberala na intenzite.<\/p>\n<p>Vo svete je viacero overen\u00fdch pr\u00edkladov alternat\u00edvneho rie\u0161enia sporov, napr\u00edklad <strong>intern\u00fd syst\u00e9m rie\u0161enia sporov e-Commerce platformy eBay<\/strong>, ktor\u00fd ro\u010dne prij\u00edma viac ako <strong>60 mili\u00f3nov s\u0165a\u017enost\u00ed<\/strong> alebo n\u00e1stroj na sp\u00e1janie probl\u00e9mov a rie\u0161en\u00ed (<strong>SquareTrade<\/strong>), syst\u00e9m \u0161trukturovan\u00fdch dial\u00f3gov na rie\u0161enie z\u00e1kazn\u00edckych probl\u00e9mov s\u00favisiacich s online nakupovan\u00edm (<strong>Youstice<\/strong>) a automatizovan\u00e9 podporn\u00e9 syst\u00e9my vyjedn\u00e1vania (<strong>SmartSettle<\/strong>).<sup>1<\/sup><\/p>\n<p>&nbsp;<\/p>\n<p><strong>Ak\u00e9 s\u00fa v\u00fdhody pou\u017e\u00edvania alternat\u00edvneho rie\u0161enia sporov?<\/strong><\/p>\n<ul>\n<li>extra komunika\u010dn\u00fd kan\u00e1l, ktor\u00fd sa venuje \u010disto rie\u0161eniu z\u00e1kazn\u00edckych probl\u00e9mov \u2013 24 hod\u00edn denne, 7 dn\u00ed v t\u00fd\u017edni<\/li>\n<li>ur\u00fdchlenie procesu rozhodnutia<\/li>\n<li>zn\u00ed\u017eenie n\u00e1kladov, ktor\u00e9 by inak \u0161li na s\u00fadne trovy, intern\u00e1 \u00faspora na strane e-shopu<\/li>\n<li>zlep\u0161enie reput\u00e1cie e-shopu<\/li>\n<li>zavedenie nov\u00e9ho \u0161tandardu v oblasti starostlivosti o z\u00e1kazn\u00edka<\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<p><img loading=\"lazy\" class=\" size-full wp-image-944\" src=\"https:\/\/www.pricemania.sk\/blog\/wp-content\/uploads\/2016\/01\/Youstice-2.JPG\" alt=\"Youstice\" width=\"100%\" height=\"NaN\" srcset=\"https:\/\/www.pricemania.sk\/blog\/wp-content\/uploads\/2016\/01\/Youstice-2.JPG 607w, https:\/\/www.pricemania.sk\/blog\/wp-content\/uploads\/2016\/01\/Youstice-2-300x186.jpg 300w, https:\/\/www.pricemania.sk\/blog\/wp-content\/uploads\/2016\/01\/Youstice-2-370x229.jpg 370w, https:\/\/www.pricemania.sk\/blog\/wp-content\/uploads\/2016\/01\/Youstice-2-470x291.jpg 470w\" sizes=\"(max-width: 607px) 100vw, 607px\" \/><\/p>\n<p>&nbsp;<\/p>\n<p><strong>Pre\u010do sa to t\u00fdka m\u00f4jho slovensk\u00e9ho e-shopu?<\/strong><\/p>\n<p>Rast\u00faca popularita alternat\u00edvneho rie\u0161enia sporov sa odzrkad\u013euje v jeho zahrnut\u00ed do iniciat\u00edvy Eur\u00f3pskej \u00fanie s n\u00e1zvom Digital Single Market. Direkt\u00edva o ARS bola na E\u00da \u00farovni prijat\u00e1 21. m\u00e1ja 2013 a jej transpoz\u00edcia na \u00farovni \u010dlensk\u00fdch \u0161t\u00e1tov je v r\u00e9\u017eii ich vlastnej legislat\u00edvy. A tu vstupuje do hry slovensk\u00fd <strong>z\u00e1kon 391\/2015 o alternat\u00edvnom rie\u0161en\u00ed sporov<\/strong>.<\/p>\n<p><strong>Zhrnutie nov\u00fdch povinnost\u00ed pre predajcov:<\/strong><\/p>\n<ul>\n<li>Z\u00e1kon sa t\u00fdka v\u0161etk\u00fdch, ktor\u00ed <strong>cez internet pred\u00e1vaj\u00fa tovar alebo slu\u017eby<\/strong> \u2013 nemus\u00ed \u00eds\u0165 len o klasick\u00fd e-shop, legislat\u00edva plat\u00ed aj pre kamenn\u00e9 predajne a poskytovate\u013eov slu\u017eieb (mobiln\u00ed oper\u00e1tori, utilitn\u00e9 spolo\u010dnosti \u2013 voda, elektrina, plyn, \u017eeleznice, leteck\u00e9 spolo\u010dnosti, autobusov\u00e9 spolo\u010dnosti, at\u010f.).<\/li>\n<li>Mus\u00edte zverejni\u0165 inform\u00e1ciu o <strong>mo\u017enosti a podmienkach rie\u0161enia sporu prostredn\u00edctvom syst\u00e9mu alternat\u00edvneho rie\u0161enia sporov na va\u0161ej webstr\u00e1nke<\/strong> \u2013 \u010di u\u017e jedn\u00fdm odstavcom textu alebo komplexnou podstr\u00e1nkou v r\u00e1mci va\u0161ich obchodn\u00fdch podmienok.<\/li>\n<li>Mus\u00edte zverejni\u0165 <strong>odkaz na platformu alternat\u00edvneho rie\u0161enia sporov na va\u0161ej webstr\u00e1nke<\/strong> \u2013 \u010di u\u017e platformy Eur\u00f3pskej \u00fanie, alebo inej alternat\u00edvy nap\u013a\u0148aj\u00facej po\u017eiadavky z\u00e1kona.<\/li>\n<\/ul>\n<p>To s\u00fa veci, ktor\u00fdm sa majite\u013e e-shopu od <strong>1. febru\u00e1ra 2016<\/strong> nevyhne.<\/p>\n<p>&nbsp;<\/p>\n<p><img loading=\"lazy\" class=\" size-full wp-image-945\" src=\"https:\/\/www.pricemania.sk\/blog\/wp-content\/uploads\/2016\/01\/Youstice-3.JPG\" alt=\"Youstice\" width=\"100%\" height=\"NaN\" srcset=\"https:\/\/www.pricemania.sk\/blog\/wp-content\/uploads\/2016\/01\/Youstice-3.JPG 850w, https:\/\/www.pricemania.sk\/blog\/wp-content\/uploads\/2016\/01\/Youstice-3-300x200.jpg 300w, https:\/\/www.pricemania.sk\/blog\/wp-content\/uploads\/2016\/01\/Youstice-3-768x512.jpg 768w, https:\/\/www.pricemania.sk\/blog\/wp-content\/uploads\/2016\/01\/Youstice-3-370x247.jpg 370w, https:\/\/www.pricemania.sk\/blog\/wp-content\/uploads\/2016\/01\/Youstice-3-470x314.jpg 470w\" sizes=\"(max-width: 850px) 100vw, 850px\" \/><\/p>\n<p>&nbsp;<\/p>\n<p><strong>\u010co to znamen\u00e1 pre spotrebite\u013eov?<\/strong><\/p>\n<p>ARS sa t\u00fdka sporov s hodnotou <strong>nad 20 EUR<\/strong>, t\u00fdka sa len spotrebite\u013eov (tj. <strong>fyzick\u00fdch os\u00f4b<\/strong>), nepokr\u00fdva spory medzi dvoma podnikate\u013emi a s\u0165a\u017enos\u0165 by mala by\u0165 vyrie\u0161en\u00e1 <strong>do 90 dn\u00ed<\/strong>.<\/p>\n<p>Z\u00e1kazn\u00edk mus\u00ed najsk\u00f4r kontaktova\u0165 so svojou s\u0165a\u017enos\u0165ou <strong>predajcu<\/strong>. V pr\u00edpade nedosiahnutia dohody (alebo absencie odpovede) m\u00f4\u017ee cez <strong>eur\u00f3psku platformu alternat\u00edvneho rie\u0161enia sporov<\/strong> alebo in\u00fa platformu (napr. <a href=\"http:\/\/www.youstice.com\/sk\/\" target=\"_blank\" rel=\"noopener noreferrer\">Youstice<\/a>) po\u017eiada\u0165 slovensk\u00fa in\u0161tit\u00faciu, ktor\u00e1 bude spor rie\u0161i\u0165. T\u00fdmi na Slovensku s\u00fa:<\/p>\n<ul>\n<li><strong>SOI \u2013 Slovensk\u00e1 obchodn\u00e1 in\u0161pekcia<\/strong><\/li>\n<li><strong>\u00darad pre regul\u00e1ciu sie\u0165ov\u00fdch odvetv\u00ed<\/strong> (oh\u013eadom dod\u00e1vky elektriky, plynu, tepla \u010di vody),<\/li>\n<li><strong>\u00darad pre regul\u00e1ciu elektronick\u00fdch komunik\u00e1ci\u00ed a po\u0161tov\u00fdch slu\u017eieb<\/strong> (oh\u013eadom verejn\u00fdch slu\u017eieb a po\u0161tov\u00fdch slu\u017eieb),<\/li>\n<li><strong>ne\u0161t\u00e1tny poskytovate\u013e ARS slu\u017eieb<\/strong>, ktor\u00e1 m\u00e1 od \u0161t\u00e1tu licenciu na vykon\u00e1vanie (tzv. opr\u00e1vnen\u00e1 pr\u00e1vnick\u00e1 osoba, <a href=\"http:\/\/www.economy.gov.sk\/zoznam-subjektov-alternativneho-riesenia-spotrebitelskych-sporov\/146987s\" target=\"_blank\" rel=\"noopener noreferrer\">zap\u00edsan\u00e1 v zozname<\/a>).<\/li>\n<\/ul>\n<p>Ke\u010f pr\u00edde na l\u00e1manie chleba, <strong>ARS nie je iba ak\u00fdsi stra\u0161iak<\/strong>. V\u00fdsledkom negoci\u00e1cie m\u00e1 by\u0165 kompromisn\u00e1 dohoda medzi z\u00e1kazn\u00edkom a obchodn\u00edkom, ktor\u00e1 umo\u017en\u00ed v\u0161etk\u00fdm, aby sa vyhli s\u00fadnym trov\u00e1m a skr\u00e1tili \u010das potrebn\u00fd na kone\u010dn\u00e9 rie\u0161enie probl\u00e9mu. Predajcom odpor\u00fa\u010dam chyti\u0165 t\u00fato pr\u00edle\u017eitos\u0165 za pa\u010desy a pou\u017ei\u0165 alternat\u00edvne rie\u0161enie sporov ako \u010fal\u0161\u00ed n\u00e1stroj na <strong>zv\u00fd\u0161enie z\u00e1kazn\u00edckej vernosti<\/strong>.<\/p>\n<p><sup>1<\/sup> MyCustomer.com: <a href=\"http:\/\/www.mycustomer.com\/selling\/ecommerce\/online-dispute-resolution-what-you-need-to-know-before-odr-legislation-is-enforced\" target=\"_blank\" rel=\"noopener noreferrer\">Online dispute resolution: What you need to know before ODR legislation is enforced.<\/a><\/p>\n<p><strong><em>Autor \u010dl\u00e1nku, Radoslav Bonk, je riadite\u013eom ARS vz\u0165ahov spolo\u010dnosti <a href=\"http:\/\/www.youstice.com\/sk\/\" target=\"_blank\" rel=\"noopener noreferrer\">Youstice.com<\/a>, ktor\u00e1 prev\u00e1dzkuje platformu na alternat\u00edvne rie\u0161enie spotrebite\u013esk\u00fdch sporov a s\u0165a\u017enost\u00ed.<\/em><\/strong><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Novoprijat\u00fd z\u00e1kon \u010d. 391\/2015 o alternat\u00edvnom rie\u0161en\u00ed spotrebite\u013esk\u00fdch sporov uklad\u00e1 od 1. febru\u00e1ra 2016 e-shopom dodato\u010dn\u00e9 povinnosti, konkr\u00e9tne povinnos\u0165 &#8222;zverejni\u0165 inform\u00e1ciu&hellip;<\/p>\n","protected":false},"author":1,"featured_media":943,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":[],"categories":[323],"tags":[416,417],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v15.4 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Alternat\u00edvne rie\u0161enie sporov v SR: Je v\u00e1\u0161 e-shop pripraven\u00fd? 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