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9. TOWARDS THE MANAGEMENT OF B2C AND B2B E-COMMERCE TRANSACTION FAILURES THROUGH BOT-MEDIATED COMPONENT by W. Nwankwo1 and A. S. Olayinka Volume 9, (March and May, 2019)
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TOWARDS THE MANAGEMENT OF B2C AND B2B E-COMMERCE TRANSACTION FAILURES THROUGH BOT-MEDIATED COMPONENT

W. Nwankwo and A. S. Olayinka

Department of Computer Science, Edo University Iyamho, Edo State, Nigeria

Department of Physics, Edo University Iyamho, Edo State Nigeria

Abstract

Intermittent connectivity failure and the stateless nature of the web are some of the major primary reasons for failures of business-to-consumer (B2C) and Consumer to Consumer (C2C) e-commerce transactions. Following such failures, an e-commerce transaction which may have involved parties across different geographical divides and jurisdiction often becomes a source of headache and customer-vendor dispute especially when the incidence and claims thereafter are not resolved on time. In some scenarios, incidence resolution may become more difficult where the e-commerce merchant lacks control over any transaction that occurred outside its own platform. The customer is often the victim of any loss following such failed transactions. This paper proposed a bot-moderated incidence resolution system that would ensure e-commerce transaction failures are remedied on time during and after the transactions. The bot-mediated system works by automatically instantiating a bot at either end of the sender (transaction site) and receiver(payment processor/payment gateway)at the commencement of any transaction processing chain (TPC). Following a handshake between Bots, the sender bot transmits relevant transaction details to the receiver bot including the sender bot’s identity. Relevant entries are made in either system databases to reflect the statuses of the communication. In case of any inconclusive transaction or failed transaction, the customer can establish communication with the merchant Bot (MBot) on a merchant platform. The MBot has capacity to send/receive messages to/from a remote Bot (either at the Payment Gateway or Payment Processor) regarding any customer transaction at the background. In this way, incidences of electronic transaction failures are technically resolved timeously.

Keywords: Bot, Bot-mediated e-commerce, incidence resolution, remediation of electronic transactions

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