E-disputes at the crossroads: A stakeholder analysis of on-line dispute resolution mechanisms (ODR)

The growth in e-commerce has been accompanied by a large number of disputes related to the online commercial interactions causing high litigation expenses and outstanding delays during the decision process. The distinct of such disputes in e-commerce have also led to the growth of online dispute resolution mechanisms, popularly known as ODR. In this paper, we provide an exploratory understanding and conceptualization of ODR. Based on the critical characteristics of ODR, we identify the various types of on-line transactions where ODR could be used and highlight its positive contribution in tackling these problems. Furthermore, we identify the key stakeholders as well as the secondary players in the ODR process and enunciate the roles played by them in order to move towards the development of an effective international on-line dispute resolution framework.