| 1 A credit-card company or retailer files a claim with the National Arbitration Forum |
| 2 The creditor notifies the consumer of the claim; 40% of all cases settle |
| 3 Cases that don't settle are assigned to arbitrators, who are lawyers and sometimes former judges |
| 4 Consumers can respond in person or in writing, but for various reasons, the vast majority don't |
| 5 Arbitrators decide whether to make awards, which can include interest and creditors' legal fees |
Arbitration Step By Step
Thousands of disputes between creditors and consumers are resolved out of court. Here's how it's supposed to work: