Effectiveness of Online Dispute Resolution Platforms in Managing E-commerce Disputes

Purpose: The aim of the study was to assess the effectiveness of online dispute resolution platforms in managing e-commerce disputes. Materials and Methods: This study adopted a desk methodology. A desk study research design is commonly known as secondary data collection. This is basically collecting data from existing resources preferably because of its low cost advantage as compared to a field research. Our current study looked into already published studies and reports as the data was easily accessed through online journals and libraries. Findings: Online Dispute Resolution (ODR) platforms have emerged as a significant tool in managing e-commerce disputes, offering various benefits and proving to be highly effective. These platforms facilitate the resolution of conflicts through digital means, which is especially relevant given the global nature of e-commerce. ODR platforms provide a streamlined, accessible, and cost-effective alternative to traditional legal processes. They help in reducing the time and expense associated with dispute resolution by enabling parties to resolve issues from anywhere, thus overcoming geographical barriers. The study indicated that ODR platforms are particularly effective in handling high volumes of low-value disputes typical in e-commerce, ensuring faster resolutions and higher satisfaction rates among users. Moreover, these platforms often incorporate advanced technologies like artificial intelligence and machine learning to assist in dispute management, thereby enhancing efficiency and consistency in outcomes. Implications to Theory, Practice and Policy: Social exchange theory, technology acceptance model and conflict management theory may be used to anchor future studies on assessing the effectiveness of online dispute resolution platforms in managing e-commerce disputes. Develop ODR platforms with a strong emphasis on cultural and legal sensitivity, considering contextual factors such as language barriers, regulatory frameworks, and varying e-commerce landscapes across regions. Advocate for the alignment of regulatory frameworks with ODR platform functionalities to promote consistency, transparency, and accountability in e-commerce dispute resolution.