Online dispute resolution arising from legal relationships involving consumers: Russian and foreign practice

Relevance. The category of online disputes is becoming particularly important in the context of de facto selfregulation of relations arising from the conclusion of contracts in the digital environment. The problem of the ineffectiveness of the traditional procedure for resolving mass consumer disputes in e-commerce has not yet been resolved. In Russia, the development of an online dispute resolution (ODR) system is in its infancy, and therefore a comparison of legislative approaches and practices for resolving disputes on platforms such as Taobao, Wildberries and the Online Court appears to be relevant and practically significant.
The purpose is to establish the legal features of the online dispute resolution system involving consumers arising from the purchase of goods (services) on marketplaces in Russia and abroad and to develop recommendations for its improvement.
The objectives include determining the current state and legal basis of ODR in Russia, identifying the best practices of the People's Republic of China using the example of the Taobao platform, comparing online dispute resolution models, and formulating recommendations for the development of this area.
Methodology. The article is based on the dialectical method of cognition, as well as methods of analysis, description, generalization, formal-legal, systemic, and comparative-legal methods.
Results. It is determined that the Russian ODR system is characterized by fragmentation, lack of unified legislative regulation and insufficient effectiveness of internal procedures of marketplaces. The features of successful foreign models are revealed, including tecnification, standardization of procedures and involvement of the user community.
Conclusion. It is necessary to create a state-owned online switchboard service, ensure the independence of arbitration and overcome systemic barriers to the development of ODR. Only an integrated approach will make it possible to create an effective mechanism for protecting consumer rights in the digital environment.

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