Both in the world and in the EU, there is a constant increase in e-commerce. Such transactions via the Internet, which today are slowly replacing live trade, are mostly cross-border in nature. The main goal of the EU is to create a single market for all member states. The fragmentation of the internal market prevents further development of the economy and represents an obstacle to the flow of the international trade. This is precisely why the main e-commerce actors should be protected who are vulnerable compared to the retailers. Consumers do not know if they have rights and what are their rights in other countries, and traders do not know what their obligations are. Consumers are concerned about language barriers, costs and unknown procedural rules in resolving disputes in another member country. This is why the EU decided to establish online dispute resolution (ODR). The operation of the ODR rests on the Regulation 524/2013 that talks about the network resolution of consumer disputes from 2013, which was adopted as part of the reform package of the EU together with Directive 2013/11/EU on alternative resolution of consumer disputes (ADR). Considering that the ODR acts through the body for alternative resolution of consumer disputes, the assumption of functioning of the platform for ODR is precisely the adoption of the Directive of ADR into the national legislation. The paper will discuss the European Union's legislative approach to ADR and ODR, and how it looks in practice.