Online dispute resolution works b/c the disputes in question are small. You would not want to have an important civil matter (like a divorce) settled in ODR b/c

Online dispute resolution works b/c the disputes in question are small. You would not want to have an important civil matter (like a divorce) settled in ODR b/c the rules are so flexible. It's basically, whatever the arbitrator thinks is "fair". I'm exaggerating slightly, but in many cases (e.g., modria) I've read that the arbs are given a fairly light training on anglo-saxon legal principles then left to apply their moral intuition. That's fine if you're just arguing over an ebay return. It's not fine if you're arguing over custody of your kids. Cynically, I wonder if ODR would work just as well if the result were random (as long as the disputants don't realize this). The process gives the illusion of redress for small wrongs, a way for angry customers to vent, and a 50/50 chance at "justice" for each party.