Online dispute resolution in e-commerce: Current status and policy recommendations

The rapid growth of the digital economy has generated large numbers of low-value e-commerce disputes that require more flexible and cost-effective mechanisms than traditional litigation. This study examines the current application of online dispute resolution in Vietnam and evaluates limitations in the existing legal and enforcement framework. ODR is currently implemented mainly through the self-regulatory mechanisms of major e-commerce platforms or partially digitalized procedures used by regulatory bodies and arbitration institutions. Vietnam still lacks a unified ODR system, specific rules for independent platforms, effective enforcement of online settlements, and streamlined electronic-evidence procedures. The study recommends adopting a specialized ODR decree, establishing a national ODR platform, applying blockchain-based mechanisms to authenticate electronic evidence, and developing simplified online arbitration procedures to strengthen digital trust and support sustainable e-commerce development.