When online transactions go wrong…

Online dispute resolution, or ODR, is about getting customer problems resolved quickly and efficiently, so that the merchant can get back to business and the customer is completely satisfied, says Chittu Nagarajan, Head - Community Courts, eBay & PayPal, during the course of a recent interaction with Business Line. Adding that ODR is an important means of building trust in transactions, because buyers will only make purchases if they are confident that any problems that may arise will be addressed immediately, Chittu avers that ODR is an essential component of any successful online business. Our companies only have about fifteen thousand employees around the world, so there’s no way we could manually work all of those cases; instead, we’ve written software programs using the principles of ODR to help get those disputes resolved. Over the past ten years many international institutions and non-governmental organisations have called for the expansion of ODR services to preserve online trust.