Taking care of buyers may cost money in the short-term, but will make more money in the long-term, Chittu Nagarajan, head of Community Courts for eBay and PayPal said.

She adds online dispute resolution – or ODR – is about getting customer problems resolved quickly and efficiently, so that the merchant can get back to business and the customer is completely satisfied.

Any company that wants to build a loyal customer base and continue to grow must have a well-thought out system for handling all kinds of customer complaints. ODR is also a helpful tool to identify dubious customers.