Online Dispute Resolution, Democracy and the EBay Experience

As people around the world increasingly interact with each other in cyberspace it is inevitable that disputes will arise. If the internet is to become a trusted environment for both commerce and content, individuals and organizations must have access to redress systems to resolve their online disputes. In the face-to-face world we rely on the courts to address disagreements, but courts are not well designed to handle online disputes because judicial systems are usually too tied to geography and jurisdiction. Online Dispute Resolution (ODR) is a better solution for many online conflicts because it is effective, efficient, and trans-boundary by nature. As an organization pioneering the creation of online marketplaces eBay has long acknowledged the need for effective online redress, and that is why eBay and PayPal have invested heavily in ODR processes and partnerships. The work done by eBay in this area offers a blueprint for how other institutions, especially public institutions, can provide redress systems as they steadily move their operations online.