The rapid development of e-commerce transactions has generated increasingly complex civil legal relationships between business actors and consumers. From a normative legal perspective, such relationships are governed by various statutory regulations that guarantee consumers’ rights to safety, comfort, and fair dispute resolution, while simultaneously obligating business actors to act in good faith and maintain transparency. However, in practice, dispute resolution mechanisms continue to face significant challenges, including limited access, high costs, and the dominance of digital platforms through the use of standard form contracts. This study employs a normative juridical method, utilizing statutory, conceptual, and comparative law approaches, supported by qualitative analysis of primary, secondary, and tertiary legal materials. This article proposes the strengthening of justice-based Online Dispute Resolution (ODR) as an ideal model for resolving e-commerce disputes. ODR is conceptualized not merely as a technological tool, but as a system that integrates procedural and substantive justice through the principles of accessibility, equality of arms, transparency, and efficiency, underpinned by state legitimacy, thereby offering a more adaptive framework compared to internal platform-based mechanisms and formalistic e-court litigation.