Document Type : Research Article



The primary aim of this paper is to analyze the online dispute resolution (ODR) as a solution
to E-commerce disputes. E-commerce is growing increasingly all over the world. The
gradual development of this industry has also brought the issue of E-commerce disputes. The
nature of disputes makes it difficult for parties to resolve it through conventional platforms
such as courts and alternative dispute resolution (ADR). Therefore, ODR mechanism
presents more viable solution for the E-consumers. However, in Pakistan, the regulatory and
technological development of ODR is still very insufficient as the E-commerce is an infant
industry but with solid growth rate. Therefore, this paper fills this gap and examines the
regulatory and technological framework of ODR via comparative study in Pakistan and UK.
For this research work, the comparative research approach has been utilized that is based on
documentary analysis. It conducts a comparative study of ODR as solution to E-commerce
disputes in Pakistan and UK. This paper analytically studies the parliamentary statutes and
regulations in Pakistan, UK and international laws and other existing data and studies
relating to ODR as solution to E-commerce disputes. At this moment, it's questionable if
Pakistan's attempt to dealing with it is genuine and whether the existing inadequate ODR
legislation can address the challenges. This research finds that, in order to safeguard online
consumers, Pakistan is in a dire need to establish a legal framework for online dispute
resolution. The lack of defined legislative criteria for ODR services causes several
challenges, especially when public compliance is required. Furthermore, this research finds
that the introduction of a mandatory automated negations, online mediation, and e-courts, as
first step, might be helpful in this regard as the nature of e-disputes requires quick decision
making due to its economic nature in order to avoid further loss. Moreover, this study
concludes that the confidence of e-consumer can be increased if they are provided with an
effective mechanism for redressal of their grievances