06/08/2022 - Economy

KEY POINTS

·        Online Dispute Resolution, or ODR as it is popularly called, has the propensity to work alongside the incumbent setup and deliver quick, affordable and enforceable outcomes.

·        The ODR is not restricted to the use of legal mechanisms such as mediation, conciliation and arbitration in an online environment but can be tailormade for the specific use case keeping the participants in mind.

·        From making dispute resolution simple to handling complex multi-party disputes; from 24x7 accessibility from the remotest regions to availability in regional languages.

·        Many e-commerce companies have turned to the ODR with the realisation that in order to maximise transactions it is important to ensure a positive dispute resolution experience.

·        For example, the eBay Resolution Center uses the ODR and resolves over 60 million disputes between small traders every year through a platform that enables dealers and purchasers to directly communicate and, for the most part, without the assistance of a third party.

·        For instance, the National Payments Corporation of India (NPCI) has mandated platforms in the UPI ecosystem to adopt the ODR for complaints and grievances connected to failed transactions.

·        A dispute resolution framework that includes a customised ODR process can play a role in the network achieving its steep five-year target of adding $48 billion in gross merchandise value to India’s e-commerce market.

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