The story of a new law starts with some online Christmas shopping gone wrong.
In the winter of 2008, John Palmer of Layton, Utah, decided to buy his wife, Jen, a couple of holiday tchotchkes. Things like desk toys and keychains.
The order, from the online retailer KlearGear, never arrived.
After a testy back and forth with the company's customer service, Jen Palmer did what many thousands of consumers do every month: She posted about her negative experience on an online business review site.
"I posted the review and then we forgot about it," she says.