Beruflich Dokumente
Kultur Dokumente
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AMERICAN ARBITRATION ASSOCIATION
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AMAZON.COM, INC., a Delaware
6 corporation, No. ____________________
7 Claimant,
8 v.
10 Respondent.
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AMAZON.COM, INC.S
12 DEMAND FOR ARBITRATION
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Amazon.com, Inc. (Amazon), for its demand for arbitration, states as follows:
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I. SUMMARY
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1. Each day, millions of consumers use Amazons websites to assist with their
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purchasing decisions. In order to make those decisions more informed, Amazon provides
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customer reviews of products and services available on Amazon. Amazon pioneered
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customer reviews 20 years ago and is now home to hundreds of millions of unique
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reviews. Reviews provide a forum for sharing authentic feedback about products and
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servicespositive or negative. Amazon does not remove reviews because they are
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critical of products; Amazon believes all helpful information can inform its customers
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buying decisions. Whether positive, negative, or anywhere in between, Amazon takes the
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credibility of its customer reviews very seriously.
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2. One segment of Amazon reviews consists of reader reviews of books,
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including reviews of books self-published by authors and independent publishers through
24 Exhibit 2.
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2 through false reviews or other misleading content, stating that users may not use a false
3 e-mail address, impersonate any person or entity, or otherwise mislead as to the origin of a
4 card or other content. Exhibit 3.
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16. Amazon takes the integrity of its customer reviews very seriously.
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Amazon has developed sophisticated technologies and protocols to detect and remove
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false, misleading, and inauthentic reviews from its website. Amazon scours its site for
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9 fake reviews, removes them when it finds them, and takes enforcement action against
10 reviewer accounts that post fake reviews and the manufacturers, sellers, and authors
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