Consumers are buying many items such as books, food, and clothing on the Internet. They are not always satisfied with every aspect of their purchases. Complaints concern delivery of the wrong items, failure of items to meet statements and descriptions made on business websites, late delivery, refusal of returns, and problems with warranties. Consumers sometimes have difficulty contacting sellers and getting them to deal effectively with complaints. How appropriate are established methods of dispute resolution to deal effectively with these complaints? Are new rules needed? Is a specialized process needed?