The Rise of Online Shopping: Resolving Consumer Disputes Through Mediation 

In recent years, online shopping has become increasingly popular in Australia. According to the Australian Bureau of Statistics, in 2020, online sales accounted for 11.2% of all retail sales in the country, a significant increase from 4.4% in 2010. While the convenience and accessibility of online shopping have been welcomed by consumers, it has also led to an increase in consumer disputes. As an online law firm, we have noticed this trend and believe that mediation is an effective way to resolve these disputes. 

Types of Online Shopping Disputes 

Online shopping disputes can arise for a variety of reasons, such as delivery issues, product quality problems, and payment disputes. Delivery issues may include late delivery, damaged goods, or goods that never arrive. Product quality problems can range from receiving a product that does not meet the advertised description to receiving a product that is faulty or not fit for its intended purpose. Payment disputes can occur when consumers are charged incorrectly or when there are problems with refunds or returns. 

Mediation as a Solution 

Mediation is an alternative dispute resolution process that involves a neutral third party facilitating a conversation between the disputing parties to reach a mutually satisfactory agreement. In the case of online shopping disputes, mediation can be a quicker and more cost-effective way of resolving issues than going to court. It can also help to preserve the relationship between the consumer and the business, as the parties work together to find a solution. 

Benefits of Mediation for Consumers 

Mediation offers several benefits for consumers in resolving online shopping disputes. Firstly, it provides a forum for the consumer to express their concerns and have them heard. Secondly, it allows for a more flexible and informal process than a court hearing, which can be intimidating for some consumers. Thirdly, mediation can lead to a quicker resolution, which can be important if the consumer needs the product or service urgently. 

Benefits of Mediation for Businesses 

Businesses also benefit from resolving disputes through mediation. Firstly, it can help to maintain their reputation by demonstrating a commitment to customer service and conflict resolution. Secondly, it can be a cost-effective way to resolve disputes, avoiding the expenses of going to court. Finally, mediation can help to avoid the negative publicity that can arise from a public court hearing. 


In conclusion, the rise of online shopping has led to an increase in consumer disputes in Australia. Mediation is an effective way to resolve these disputes, offering benefits for both consumers and businesses. It provides a forum for open communication, a flexible and informal process, and a quicker resolution. As an online law firm, we encourage consumers and businesses to consider mediation as a way of resolving their online shopping disputes. 

Disclaimer: Any advice contained in our articles is general in nature based on information as at the date of publication and should not be acted upon without first obtaining professional advice on your particular circumstances.

Essia Law: Who We Are 

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