Technological Advancement in Online Dispute Resolution: Challenges & Limitation

DOI

10.2991/978-94-6239-678-4_42How to use a DOI?

Keywords

OnlineDispute Resolution (ODR); Online Platforms; Technology; Justice; National Legal Services Authority (NALSA); Alternate Dispute Resolution (ADR)

Abstract

Online Dispute Resolution (ODR) is an alternate dispute redressal technique to resolve the disputes without meeting a person necessarily. ODR is beyond e-ADR or ADR enabled through technology which can help in avoidance, resolution and containment of dispute because of its features of cost effectiveness, convenience and remote resolution eliminating the physical presence of parties. Multi-tiered online dispute resolution models have been adopted by countries to maximize the benefits of ODR providing for an alternative ODR solution. The ODR systems offer a new method to resolve disputes by reducing costs and eliminating the travel time, ensuring equality in access to justice. A test project was started by eBay in 1999 for online mediation to resolve disputes between buyers and sellers. The rapid growth of the internet and success of eBay ODR platform led to the launch of 115 ODR programs by 2004. India has its own platform like Sama, a Bengaluru-based ODR platform, established in 2015 for integrating mediation and conciliation into India’s corporate and legal systems in sectors like matrimonial, e-commerce, insurance, banking, and property. In the era of E-Commerce, ODR Mechanism can be an effective tool for resolving Cross-Border Consumer Disputes but it faces constraints including jurisdictional variability, rapid technological changes, limited data availability, diverse user experiences and language barriers. This paper analyzes the challenges and limitations in ODR considering the technological advancements.

Copyright

© 2026 The Author(s)

Open Access

Open Access This chapter is licensed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (http://creativecommons.org/licenses/by-nc/4.0/), which permits any noncommercial use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license and indicate if changes were made.

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TY  - CONF
AU  - Geetanjali Chandra
AU  - Namrta Namrta
PY  - 2026
DA  - 2026/05/28
TI  - Technological Advancement in Online Dispute Resolution: Challenges & Limitation
BT  - Proceedings of the 2nd International Conference on Recent Advancement and Modernization in Sustainable Intelligent Technologies & Applications (RAMSITA-2026)
PB  - Atlantis Press
SP  - 529
EP  - 539
SN  - 1951-6851
UR  - https://doi.org/10.2991/978-94-6239-678-4_42
DO  - 10.2991/978-94-6239-678-4_42
ID  - Chandra2026
ER  -