Abstract:
A method and system that allows a user to file a complaint related to a transaction completed over a network-based transaction facility. For example, a method can include the following operations conducted via a server: receiving a complaint from a first party, communicating information about the complaint to a second party, enabling an exchange of information regarding the complaint, and determining whether a criterion required for approval of the request for compensation has been satisfied.

Description:
RELATED APPLICATIONS 
     This application is a continuation of U.S. application Ser. No. 12/987,822, filed Jan. 10, 2011, which application is a continuation of U.S. application Ser. No. 09/583,216, filed on May 30, 2000, which application are incorporated herein by reference in their entirety. 
    
    
     FIELD OF THE INVENTION 
     The present invention relates generally to the field of e-commerce. More particularly, the present invention relates to a method and system for reporting fraud and claiming compensation related to network-based transactions. 
     BACKGROUND OF THE INVENTION 
     A common type of network-based transaction is purchasing goods or services via a network-based transaction facility, e.g., a website on the Internet. A common problem associated with such network-based transactions is fraud. For example, a seller may defraud a buyer and vice versa a buyer may defraud a seller. One type of network-based transaction is an online-auction transaction. In an online-auction transaction, a seller may offer an item for sale via an auction website in which a number of bidders access the website and bid for the item. A transaction is completed after the winning bidder pays for the item and the seller delivers the item to the winning bidder. 
     However, a seller may defraud a winning bidder, e.g., by accepting payment of an auctioned item and not delivering the item, delivering the item defective, delivering the item that is different than an advertised description of the item, or delivering a counterfeit item. Alternatively, a winning bidder may defraud a seller, e.g., by sending an incorrect amount of payment, sending a form of payment that is defective, or sending a form of payment with insufficient funds. 
     Thus, there is a need to allow users to report and settle potential fraud cases and, if transactions are fraudulent, allow users to file insurance claims for such transactions in which financial loss has occurred. 
     SUMMARY OF THE INVENTION 
     A method and system for reporting fraud and claiming insurance related to network-based transactions are disclosed. For one embodiment, a submission of a complaint is facilitated to a network-based facility in which the complaint relates to a network-based transaction. The complaint is associated with an identifier. A resolution of the complaint associated with the identifier is facilitated, and if the complaint is not resolved, an insurance claim is facilitated for the unresolved complaint. 
     Other features of the present invention will be apparent form the accompanying drawings and from the detailed description that follows. 
    
    
     
       BRIEF DESCRIPTION OF THE DRAWINGS 
       The present invention is illustrated by way of example and not limited by the figures of the accompanying drawings, in which like references indicate similar elements and in which: 
         FIG. 1  is a block diagram illustrating an exemplary network-based transaction facility in the form of an internet-based auction facility; 
         FIG. 2  is a database diagram illustrating an exemplary database for the transaction facility; 
         FIG. 3  is a diagrammatic representation of an exemplary fraud/insurance claim table of the database illustrated in  FIG. 2 ; 
         FIG. 4  is a diagrammatic representation of an exemplary complaint type table of the database illustrated in  FIG. 2 ; 
         FIG. 5  is a diagrammatic representation of an exemplary contact information table of attorney generals of the database illustrated in  FIG. 2 ; 
         FIG. 6  is a diagrammatic representation of an exemplary comments table of the database illustrated in  FIG. 2 ; 
         FIG. 7  is a diagrammatic representation of an exemplary address and password table of the database illustrated in  FIG. 2 ; 
         FIG. 8  is a diagrammatic representation of an exemplary insurance claim table of the database illustrated in  FIG. 2 ; 
         FIG. 9  is a diagrammatic representation of an exemplary insurance claim details table of the database illustrated in  FIG. 2 ; 
         FIG. 10  is a flow chart illustrating an exemplary operation for allowing a user to file a claim or complaint facilitated by a network-based transaction facility; 
         FIG. 11  illustrates an exemplary introduction interface for reporting fraud and claiming insurance; 
         FIG. 12  illustrates an exemplary interface providing options for a user to select relating to common problems surrounding a transaction; 
         FIG. 13  illustrates an exemplary interface of a claim or complaint form; 
         FIG. 14  illustrates an exemplary interface providing a user a tracking number and options checking the status of a complaint; 
         FIG. 15  is a flow chart illustrating an exemplary operation allowing users to view the status of a claim or to provide comments to a complaint; 
         FIG. 16  illustrates an exemplary interface allowing a user to select a claim to inquire the status of the complaint; 
         FIG. 17  illustrates an exemplary interface allowing a user to select to view or respond to a claim or report status of a complaint; 
         FIG. 18  illustrates an exemplary interface providing a user with information regarding a complaint and allowing a user to provide comments regarding the complaint; 
         FIG. 19  illustrates an exemplary interface allowing user to indicate if a complaint is resolved; 
         FIG. 20  illustrates an exemplary interface allowing a user to explain how a complaint was resolved; 
         FIG. 21  illustrates an exemplary interface providing a user with options for an unresolved complaint and allowing a user to file an insurance claim form; 
         FIG. 22  is a flow chart illustrating an exemplary operation allowing a user who identified as committing fraud to view the complaint against the user and provide comments; 
         FIG. 23  illustrates an exemplary interface providing a user who is identified as committing fraud options to view or respond to a complaint or obtain contact information of the party who filed the complaint; 
         FIG. 24  illustrates an exemplary interface providing a user a list of tracking numbers of complaints against the user; 
         FIG. 25  illustrates an exemplary interface providing contact information of a user who has filed a complaint; 
         FIG. 26  illustrates an exemplary interface for providing general information about a complaint and allowing a user to provide comments in response to comments from a complaining user; and 
         FIG. 27  is a diagrammatic representation of a machine, in an exemplary form of a computer system, in which a set of instructions for causing the machine to perform any of the methodologies of the present invention may be executed. 
     
    
    
     DETAILED DESCRIPTION 
     A method and system for reporting fraud and claiming insurance related to network-based transactions are described. For one embodiment, a submission of a complaint is facilitated to a network-based facility in which the complaint relates to a network-based transaction. The complaint is associated with an identifier. A resolution of the complaint associated with the identifier is facilitated, and if the complaint is not resolved, an insurance claim is facilitated for the unresolved complaint. 
     The method and system described herein allow users to report and settle potential fraud cases. For example, a network-based facility allows users to detail their complaints related to network-based transactions and to provide a process allowing users to resolve their complaints. Furthermore, if transactions are fraudulent, the method and system described herein allow users to file an insurance claim in which a financial loss has occurred. For example, if a complaint cannot be resolved, users are allowed to claim insurance for unresolved transactions under certain criteria. 
     In the following embodiments, for purposes of explanation, numerous specific details are set forth in order to provide a thorough understanding of the present invention. It will be evident, however, to one skilled in the art that the present invention may be practiced without these specific details. 
     Terminology 
     In the following embodiments, the term “transaction” or “transactions” shall be taken to include any communications between two or more entities and shall be construed to include, but not limited to, commercial transactions including sale and purchase transactions, online-auction transactions and the like. 
     Transaction Facility 
       FIG. 1  is block diagram illustration of an exemplary network-based transaction facility  100  in the form of an “Internet” network-based auction facility  110 . While an exemplary embodiment of the present invention is described within the context of an auction facility, it will be appreciated by those skilled in the art that the invention will find application in many different types of computer-based, and network-based, commerce facilities. 
     The auction facility  110  includes one or more of a number of types of front-end servers, namely page servers  112  that deliver web pages (e.g., markup language documents), picture servers  114  that dynamically deliver images to be displayed within Web pages, listing servers  116 , CGI servers  118  that provide an intelligent interface to the back-end of facility  110 , and search servers  120  that handle search requests to the facility  110 . Email servers  121  provide, inter alia, automated email communications to users of the facility  110 . Auction facility  110  also includes administrative application(s) functions  128  for providing functions for applications running on auction facility  110 . 
     The back-end servers include a database engine server  122 , a search index server  124  and a credit card database server  126 , each of which maintains and facilitates access to respective databases  123 ,  125 , and  127 , respectively. 
     The Internet-based auction facility  110  may be accessed by a client program  130 , such as a browser (e.g., the Internet Explorer distributed by Microsoft Corp. of Redmond, Wash.) that executes on a client machine  132  and accesses the facility  110  via a network such as, for example, the Internet  134 . Other examples of networks that a client may utilize to access the auction facility  110  include a wide area network (WAN), a local area network (LAN), a wireless network (e.g., a cellular network), or the Plain Old Telephone Service (POTS) network. 
     Database Structure 
       FIG. 2  is a database diagram illustration of an exemplary database  200 , maintained by and accessed via the database engine server  122 , which at least partially implements and supports the network-based auction facility  110 . Database  123  may, in one embodiment, be implemented as a relational database, and includes a number of tables having entries, or records, that are linked by indices and keys. In an alternative embodiment, database  123  may be implemented as collection of objects in an object-oriented database. 
     Central to the database  123  is a user table  240 , which contains a record for each user of the auction facility  210 . A user may operate as a seller, buyer, or both, within auction facility  110 . Database  123  also includes item tables  242  that may be linked to the user table  240 . Specifically, tables  242  include a seller items table  244  and data items table  246 . A user record in user table  240  may be linked to multiple items that are being, or have been, auctioned via auction facility  110 . A link indicates whether the user is a seller or a bidder (or buyer) with respect to items for which records exist within the item tables  242 . Database  123  also includes a note table  248  populated with note records that may be linked to one or more item records within the item tables  242  and/or to one or more user records within the user table  240 . Each note record within the table  248  may include, inter alia, a comment, description, history or other information pertaining to an item being auction via auction facility  110 , or to a user of auction facility  110 . 
     A number of other tables are also shown to be linked to the user table  240 , namely a user past aliases table  250 , a feedback table  252 , a feedback details table  253 , a bids table  254 , an accounts table  256 , an account balances table  258 , a transaction record table  260 , a complaint/insurance claims table  262 , and a complaint/insurance details table  264 . 
     Complaint and Insurance Transaction Record Tables 
       FIGS. 3-9  are diagrammatic representations of exemplary embodiments of transaction record tables that are populated with records or entries for complaints and insurance claims relating to transactions (e.g., Internet based auction transactions) that have been facilitated by auction facility  110 . Such transaction record tables may be stored in complaint/insurance claims table and/or complaint/insurance details table  264 . 
       FIG. 3  is a diagrammatic representation of an exemplary fraud/insurance claim table  300  of the database illustrated in  FIG. 2 . Referring to  FIG. 3 , fraud/insurance claim table  300  includes item number column  312 , complaintant column  314 , complaintee column  316 , contact info of complaintee column  318 , date complaint filed column  320 , tracking number of complaint column  322 , and feedback ratings and nature of complaint column  324 . 
     Item number column  312  stores item identifiers related to an item that is subject to a filed complaint. Complaintant column  314  stores the names of users who have filed a complaint for items identical in item number column  312 . Complaintee column  316  stores names of users in which a complaint has been filed against. Contact information of complaintee column  318  stores information, which may be used to contact the complaintee. For example, such contact information may include an email address and/or mailing address or phone number of the complaintee. 
     Date complaint filed column  320  stores the times and dates a complaint is filed within auction facility  110 . Tracking number of complaint column  322  stores tracking numbers that identify a filed complaint. The tracking number is used to track the status of a complaint. Feedback ratings and nature of a complaint column  324  stores information that describes the nature of the complaint, for example, how a fraud has been committed on a user. 
       FIG. 4  is a diagrammatic representation of an exemplary complaint type table  400  of the database illustrated in  FIG. 2 . Referring to  FIG. 4 , complaint type table  400  includes problem code column  474 , problem description column  476 , and problem type column  478 . 
     Problem code column  474  stores a code number related to a type of problem description. Problem description column  476  stores description information relating to the complaint. For example, a common problem description may be “I sent the money for the item, but never received it.” Problem type column  478  stores information used to tell whether the problem is specific to a buyer-bidder or a seller. 
       FIG. 5  is a diagrammatic representation of an exemplary contact information table of attorney generals  500  of the database illustrated in  FIG. 2 . Referring to  FIG. 5 , contact information table of attorney generals  500  includes an attorney general column  584 , state column  586 , and contact information column  588 . 
     Attorney general column  584  stores names of attorney generals in specific states to contact in reporting fraud. That is, a user may contact an attorney general to describe specifically a fraud that has occurred against the user in a particular state. State column  586  stores the name of the state of the corresponding attorney general in the attorney general column  584 . Contact information column  588  stores contact information for an attorney general in the attorney general column  584 . Such contact information may include the mailing address, telephone number, or emailing address of an attorney general. 
       FIG. 6  is a diagrammatic representation of an exemplary comments table  600  of the database illustrated in  FIG. 2 . Comments table  600  may store comments placed by both parties in connection with a complaint. One record may be stored for each comment placed by each user. A limit on the number of comments may be placed for each user for each complaint. Referring to  FIG. 6 , comments table  600  includes tracking number column  620 , user column  622 , date of comment column  624 , text of comment column  626 , and registered customer column  628 . 
     Tracking number column  620  stores tracking numbers that identifies filed complaints. User column  622  stores the names of users who have placed a comment in connection with a filed complaint associated with the tracking number stored in tracking number column  620 . The user may be a bidder or a seller. Date of comment column  624  stores date and time information indicating when the comment was entered. Text of comment column  626  stores the text of a comment provided by a user in user column  622 . For example, the user may provide information on how the user was defrauded in the online-auction transaction. Non-registered customer column  628  stores information relating to a non-registered commenting user of auction facility  110 . For example, if the commenting user is not a registered user or the complaint is based on an item, which has been removed from the database, the email address of the commenting party may be placed here. 
       FIG. 7  is a diagrammatic representation of an exemplary address and passwords table  700  of the database illustrated in  FIG. 2 . Referring to  FIG. 7 , address and passwords table  700  includes email address column  720  and password column  722 . Email address column  720  stores the email addresses of users involved with a complaint. Password column  722  stores the passwords corresponding to user email addresses in email address column  720 . 
     Address and passwords table  700  may also store addresses and passwords of users who are not registered or cannot be found. Table  700  may also store information for users who cannot remember the user name of the other party in order to contact the other party. Table  700  may also store information to file claims on items that have been removed from the database. 
       FIG. 8  is a diagrammatic representation of an exemplary insurance claim table  800  of the database illustrated in  FIG. 2 . For one embodiment, item data is held for a limited amount of time (e.g., 30 days) and stores item data until the data is instructed to be taken off the database by auction facility  110 . 
     Referring to  FIG. 8 , insurance claim table  800  includes item number column  820 , claim number  822 , and data column  824 . Item number column  820  includes item numbers related to filed complaints that have not been resolved. Claim number column  822  stores claim numbers that are associated with item numbers in item number column  820 . Data column  824  stores information relating to the item, e.g., what type of item is the subject of a complaint, the final bid price for the item, and other types of item data. 
       FIG. 9  is a diagrammatic representation of an exemplary insurance claim details table  900  of the database illustrated in  FIG. 2 . Referring to  FIG. 9 , insurance claims table  900  includes claim number column  920 , amount claimed column  922 , and date of claim column  924 . 
     Claim number column  920  stores claim numbers related to filed complaints that have not been resolved. Amount claim column  922  stores information on the amount of money lost resulting from an online-auction transaction conducted on auction-facility  110 . Date of claim column  924  stores dates in which an insurance claim was filed. 
     The above record tables are used by network facility  110  to provide services such that users of network facility  110  may file complaints and to claim insurance for transactions conducted on network facility  110  in which a financial loss has occurred. 
     In the following operations, users are allowed to file a complaint of fraud on an item they have sold or bought on the network facility. The complained against party in the transaction is notified that a complaint has been filed against that party. The complained against party is allowed to go to the network facility to explain the allegations and to resolve the complaint with the complaining party. If at any time, the complaint is resolved, the complaining party may return to the site and indicate this fact. If, after a certain period of time, the complaint is not resolved, the complaining party is given information about government agencies to contact as well as information on filing an insurance claim if the certain criteria are met. 
     Filing a Complaint 
       FIG. 10  is a flow chart illustrating an exemplary operation  1000  for allowing a user to file a claim or complaint facilitated by a network-based transaction facility. The following exemplary operation  1000  allows a user to file a complaint of fraud on an item that has been sold or bought on network facility  110 . The other party in the transaction may receive an email indicating that someone has claimed that the other party has committed a fraud. 
     Prior to a user filing a complaint, the user may be presented with various examples of when a complaint should be filed. For example, as shown in  FIG. 11 , auction facility  110  may provide a user with a screen  1100  giving the user examples of when to report fraud and claim insurance. Screen  1100  may include information regarding agencies or entities that may deal with fraud and provide insurance for network-based transactions. 
     Referring to  FIG. 10 , at operation block  1002 , to begin filing a complaint regarding a network-based transaction, a user inputs a user ID and password to access the complaint filing section of the auction facility  110 . The user ID and password is validated. 
     At operation block  1004 , if the user ID and password is valid, network facility  110  provides the user with an interface that details contact information of the user and asks the user to confirm the contact information. 
     At operation block  1006 , network facility  110  provides the user with an interface asking the user to indicate whether the user is a bidder or a seller in a transaction in which a complaint is to be filed. 
     Complaint by Bidder 
     At operation block  1008 , if the user is a buyer or a bidder, the bidder indicates the item number of the transaction the user believes is fraudulent. 
     At operation block  1010 , the bidder confirms the contact information of the seller who sold the item in question to validate that the information the bidder has on the seller is the same as the records stored in network facility  110 . 
     At operation block  1012 , the bidder indicates the type of problems that occurred in which the bidder considers fraudulent. Network facility  110  may provide an interface such as that shown in screen  1200  of  FIG. 12 . Screen  1200  provides common problems that a bidder may select to describe the transaction. For example, one common problem a bidder may select is “I sent a payment but never received any merchandise.” 
     At operation block  1014 , the bidder fills out a complaint form and provides an explanation of occurrences during the transaction. For example, network facility  110  may provide a complaint form interface  1300  as shown in  FIG. 13 . Complaint form interface  1300  may ask the user to input information related to the transaction and to provide a complete description of problem. 
     At operation block  1016 , after the bidder completes the complaint form such as complaint form  1300 , the complaint process is completed. Network facility  110  then creates a tracking number, which is associated with the filed complaint for users to use to track the status of the complaint. For example, network facility  110  may provide an interface  1400 , as shown in  FIG. 14 , indicating a tracking number. Interface  1400  provides a user a tracking number  1402  and options for the user to select if the complaint is not resolved. 
     Complaint by Seller 
     The operations and interfaces provided to a seller who is claiming fraud is similar to the operations and interfaces provided to the bidder/buyer. 
     At operation block  1018 , if the user is a seller, the seller indicates the item number of the transaction the seller believes is fraudulent. 
     At operation block  1020 , the seller confirms the contact information of the bidder of the item in question to validate that the information the seller has on the bidder is the same as the records stored in network facility  110 . 
     At operation block  1022 , seller indicates the type of problems that occurred during the auction transaction that seller considers fraudulent. Network facility may provide an interface similar to screen  1200  of  FIG. 12  for the seller to select common problems. For example, one common problem a seller may select is “I sent the item, but the payment was insufficient.” 
     At operation block  1024 , the seller provides an explanation of what occurred during the transaction. For example, network facility  110  may provide a complaint form interface such as interface  1300  of  FIG. 13  that asks the user to input information to complete the complaint and to provide a complete description of the problem. 
     At operation block  1026 , after the seller completes the complaint form such as complaint form  1300 , the complaint is completed. Network facility  110  creates a tracking number in connection with the filed complaint for users to use to track the status of the complaint. For example, network facility  110  may provide an interface  1400  indicating a tracking number. 
     Complaint Status/Comments 
     The following operation  1000  allows users to resolve complaints by providing a messaging board where both parties may comment back-and-forth about the transaction in question and to resolve a complaint. Such operations may provide the messaging board for a certain period of time (e.g., 14 days or two weeks), and, if the complaint is not resolved, such operations may provide information to the users on contacting government agencies to deal with the fraud as well as information on filing an insurance claim. 
       FIG. 15  is a flow chart illustrating an exemplary operation  1500  allowing users to view the status of a claim or to provide comments to a complaint. 
     Referring to  FIG. 15 , at operation block  1502 , a user inputs a user ID and password to access information regarding a filed complain within network facility  110 . The user ID and password are validated by network facility  110 . At this point, the user may be a bidder or a seller who has filed a complaint or complaints. 
     At operation block  1504 , if the user ID and password are valid, network facility  110  provides the user and interface listing complaints and status of complaints the user has filed. For example, network facility may provide interface  1600  as shown in  FIG. 16  to the user. Interface  1600  lists tracking numbers of complaints and the status of the complaints. In the example of interface  1600 , a complaint associated with the tracking number  2629  has not been resolved. 
     At operation block  1506 , network facility  110  provides the user with interface to allow the user to choose to view current status/provide comments to a filed complaint or report the status of a filed complaint. For example, network facility  110  may provide the user with interface  1700  as shown in  FIG. 17 . In the example of interface  1700 , the user may select option  1702  to “View or respond to complaints” or option  1704  to “Report status of complaint.” 
     View Status or Respond to Complaint 
     At operation block  1508 , if the user selects to view or respond to complaints, network facility  110  provides an interface for the user to view current dialog between the user and other party and can enter additional comments. For example, network facility  110  may provide an interface  1800  as shown in  FIG. 18 . In the example of interface  1800 , a user may view all comments related to a complaint in window  1802 . 
     At operation block  1510 , the user may enter additional comments so that the other user may view in window  1804  of interface  1800 . This operation is optional. 
     Report Status of Complaint 
     At operation block  1512 , if the user selects to report the status of a complaint, network facility  110  provides an interface asking the user whether the complaint has been resolved. For example, network facility  110  may provide interface  1900  as shown in  FIG. 19  allowing the user to select “Yes” if the complaint has been resolved and “No” if the complaint has not been resolved. 
     At operation block  1516 , if the user selects that the complaint has been resolved, network facility  110  may provide an interface to allow the user to describe how the complaint was resolved. For example, network facility  110  may provide interface  2000  as shown in  FIG. 20  allowing the user to explain how the complaint was resolved. In the example of interface  2000 , a user may input the explanation in widow  2002 . 
     At operation  1518 , network facility  110  provides an interface thanking the user and sends emails to the users involved with complaint indicating that the complaint is resolved. 
     At operation block  1514 , if the complaint is unresolved and more than 14 days old, contact information for legal services is given, and if insurance requirements are met, an insurance claim form is given. If, however, the complaint is less than 14 days old, the user is told that the other party still has time to respond to the complaint. For example, after the 14 day period, network facility  110  may provide an interface  2100  as shown in  FIG. 21  providing the user with attorney general information to file a complaint. 
     If after the 14 day period, interface  2100  may allow the user to fill out an insurance claim form either online or to obtain a printable insurance form if certain criteria are met. Exemplary criteria may be: 
     Request occurs within 45 day of auction end data; 
     Buyer and seller feedback &gt;0 at time of complaint; 
     Final bid amount is &gt;$25.00 dollars; and 
     Users may file no more than one insurance claim per month for the first six months. 
     Responding to a Complaint 
     The following operation allows the other party in a transaction in which a complaint has been filed to go to the facility and provide their explanation of the events that have transpired. 
       FIG. 22  is a flow chart illustrating an exemplary operation  2200  allowing a user who is identified as committing fraud to view the complaint against the user and to provide comments. 
     Referring to  FIG. 22 , at operation block  2202 , a user who was complained against enters a user ID and password. Network facility  110  validates the user ID and password. If the user ID and password are valid, network facility  110  allows the user to proceed to operation block  2204 . 
     At operation block  2204 , network facility provides the user with an interface to choose a tracking number of a complaint in providing a response. For example, network facility  110  may provide interface  2300  as shown in  FIG. 23  listing tracking number of complaint that have been filed against the user. In the example of interface  2300 , one complaint is listed  2302  to choose. 
     At operation block  2206 , network facility  110  provides an interface to the user such that the user who was complained against can choose to view contact information on complaining user or view/respond to the complaint. For example, network facility  110  may provide interface  2400  as shown in  FIG. 24  that provides option  2402  to “View or respond to complaints” or option  2404  “Get other Party&#39;s Contact Information.” 
     At operation block  2208 , if the user who was complained against chooses to view the contact information of the other user, network facility  110  provides an interface allowing the user to view the contact information of the other user. For example, network facility may provide an interface  2500  as shown in  FIG. 25  that allows the user who was complained against to view the complaining user&#39;s contact information. 
     At operation block  2210 , if the user selects to view/respond to complaint, network facility  110  provides an interface that allows the user to see information regarding the complaint, to view dialog of comments, and to place additional comments. For example, network facility  110  may provide interface  2600  as shown in  FIG. 26  that allows the complained against user to view comments in window  2602  and allows the user to add additional comments in window  2604 . 
     At operation block  2212 , if the user inputs additional comments, network facility enters the additional comments into the database. The user may indicate that the complaint has been resolved. In such a case, network facility  110  will send emails to the complaining user that the complained against user has indicated that the complaint has been resolved. 
     Exemplary Computing System 
       FIG. 27  is a diagrammatic representation of a machine, in an exemplary form of a computer system  2700 , in which a set of instructions for causing the machine to perform any of the methodologies of the present invention may be executed. In alternative embodiments, the machine may comprise a network router, a network switch, a network bridge, Personal Digital Assistant (PDA), a cellular telephone, a web appliance or any machine capable of executing a sequence of instructions that specify actions to be taken by that machine. 
     The computer system  2700  includes a process  2702 , a main memory  2704  and a static memory  2706 , which communicate with each other via a bus  2708 . The computer system  2700  may further include a video display unit  2710  (e.g., a liquid crystal display (LCD) or a cathode ray tube (CRT)). The computer system  2700  also includes an alpha-numeric input device  2712  (e.g., a keyboard), a cursor control device  2714  (e.g., a mouse), a disk drive unit  2716 , a signal generation device  2720  (e.g., a speaker) and a network interface device  2722 . 
     The disk drive unit  2716  includes a machine-readable medium  2724  on which is stored a set instructions (i.e., software)  2726  embodying any one, or all, of the methodologies described above. The software  2726  is also shown to reside, completely or at least partially, within the main memory  2704  and/or within processor  2702 . The software  2726  may further be transmitted or received via the network interface device  2722 . For purposes of this specification, the term “machine-readable medium” shall be taken to include any medium that is capable of storing or encoding a sequence of instructions for execution by the machine and that cause the machine to perform any one of the methodologies of the present invention. The term “machine-readable medium” shall accordingly be taken to include, but not limited to, solid-state memories, optical and magnetic disks, and carrier wave signals. 
     Thus, a method and system for reporting fraud and claiming insurance related to network-based transactions have been described. Although, the present invention has been described with reference to specific exemplary embodiments, it will be evident that various modifications and changes may be made to these embodiments without departing from the broader spirit and scope of the invention. Accordingly, the specification and drawings are to be regarded in an illustrate rather than a restrictive sense.