Enhancing Online Dispute Resolution in E-Commerce: Building Learning Societies for Sustainable Development

Abstract

This study explores consumer and seller experiences with ODR in Malaysia and reflects on its implications for the Maldives within the broader theme of building a learning society for sustainable development. This study employs a qualitative approach through in-depth interviews with four participants: two consumers and two sellers engaged in e-commerce platforms such as Shopee and TikTok Shop. The data, collected in Bahasa Malaysia and later translated, were thematically analyzed to identify recurring challenges and perceptions regarding ODR processes. The study highlights three main consumer challenges: product misrepresentation, logistical delays and damages, and exposure to scams. Sellers reported difficulties related to unclear platform policies, unequal treatment, and logistical losses. Consumers found ODR systems convenient and confidence-building, while sellers expressed concerns about fairness and transparency. The findings underscore the importance of integrating ODR mechanisms with consumer education, particularly for young consumers, to promote digital trust. The study concludes that ODR must be strengthened through recognition of digital evidence, standardized dispute timelines, independent oversight, and consumer education. For the Maldives, embedding ODR into national policy and promoting consumer literacy among youth can contribute to building a digitally resilient learning society and advancing sustainable development.