Online and Remote Dispute Resolution: Questions Answered

Online mediation is mediation conducted over video rather than in a room. Online dispute resolution is broader — it covers mediation, conciliation or arbitration delivered through a digital platform, often with structured workflows, and is used at scale for high-volume low-value disputes such as consumer complaints.

Sessions run by video conference, with the mediator able to move participants into separate private rooms for caucuses just as in a physical mediation. Documents are exchanged electronically, and much of the preparation happens asynchronously, which helps when parties are in different time zones.

ODR can be suitable for small-value disputes because the parties can participate remotely and exchange information digitally.

Check the provider's identity, published rules, fee schedule, privacy terms, complaint process, and verifiable track record before using the service.