E Commerce Consumer Disputes In India Evaluating The Effectiveness Of Online Mediation Mechanisms In Consumer Protection.

Anisha Nakkala Gopinath Reddy

E Commerce Consumer Disputes In India Evaluating The Effectiveness Of Online Mediation Mechanisms In Consumer Protection.

Author(s)	Anisha Nakkala Gopinath Reddy
Country	India
Abstract	The e-commerce industry has grown immensely in India and has taken a huge turn in consumer markets and business transactions. Digital marketplaces like Amazon, Flipkart, Myntra, Meesho, and others have made shopping easier and convenient for consumers and also created a lot of consumer disputes regarding faulty products, non-returnable items, misleading ads, delayed deliveries, and unfair trade practices. The traditional consumer dispute resolution provisions of Consumer Protection Act, 2019 are frequently proving to be ineffective in resolving these disputes due to lack of quickness, cost of litigation and accessibility. In this context, Online Dispute Resolution (ODR), particularly online mediation, has emerged as an important mechanism for providing accessible and efficient consumer justice. This paper analyzes the effectiveness of the online mediation mechanisms as a means for solving consumer disputes in e-commerce transactions in India critically. It examines the legal and institutional landscape for online mediation, such as the Consumer Protection Act, 2019, the Consumer Protection (E-Commerce) Rules, 2020, the Mediation Act, 2023, the Information Technology Act, 2000 and the Digital Personal Data Protection Act, 2023. The paper then assesses the practical merits and challenges of online mediation in India, including the issues of digital inequality, consumer awareness, the enforceability of mediation settlements, regulatory gaps and confidentiality concerns. The study also compares ODR systems across the European Union, the United States, the United Kingdom and Singapore to find out about international best practices applicable in India. The paper contends that online mediation has significant promise to advance consumer protection and access to justice but is underdeveloped in India due to institutional fragmentation, voluntary participation models and infrastructural disparities. The paper makes recommendations for the creation of a centralized consumer ODR portal, compulsory obligations for e-commerce companies to participate, statutory accreditation requirements for ODR providers, assisted digital mediation centres, and national consumer awareness campaign.
Field	Sociology > Administration / Law / Management
Published In	Volume 8, Issue 5, September-October 2026
Published On	2026-10-07

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E Commerce Consumer Disputes In India Evaluating The Effectiveness Of Online Mediation Mechanisms In Consumer Protection.

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