Online Dispute Resolution | European Commission

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href="https://ec.europa.eu/info/live-work-travel-eu/consumers_en" class="ecl-breadcrumbs__link"> Consumers </a> </li> <li class="ecl-breadcrumbs__segment"> <a href="https://ec.europa.eu/info/live-work-travel-eu/consumers/resolve-your-consumer-complaint_en" class="ecl-breadcrumbs__link"> Resolve your consumer complaint </a> </li> </ol> </nav> <div class="ecl-page-header__body"> <div class="ecl-page-header__title"> <h1 class="ecl-heading ecl-heading--h1 ecl-u-color-white" > Online Dispute Resolution </h1> </div> </div> </div> </div> <nav class="ecl-navigation-menu" aria-label="Main Navigation"> <div class="ecl-container"> <button class="ecl-navigation-menu__toggle ecl-navigation-menu__hamburger ecl-navigation-menu__hamburger--squeeze" aria-controls="nav-menu-expandable-root" aria-expanded="false"> <span class="ecl-navigation-menu__hamburger-box"> <span class="ecl-navigation-menu__hamburger-inner"> </span> </span> <span class="ecl-navigation-menu__hamburger-label"> Menu </span> </button> <ul class="ecl-navigation-menu__root" id="nav-menu-expandable-root" > <li class="ecl-navigation-menu__item "> <a href="https://ec.europa.eu/consumers/odr/main/?event=main.home2.show" class="ecl-navigation-menu__link"> Home </a> </li> <li class="ecl-navigation-menu__item "> <a href="https://ec.europa.eu/consumers/odr/main/?event=main.complaints.screeningphase" class="ecl-navigation-menu__link"> Start your case </a> </li> <li class="ecl-navigation-menu__item ecl-navigation-menu__item--active "> <a href="https://ec.europa.eu/consumers/odr/main/?event=main.home.howitworks" class="ecl-navigation-menu__link"> How it works </a> </li> <li class="ecl-navigation-menu__item "> <a href="https://ec.europa.eu/consumers/odr/main/?event=main.consumer.rights" class="ecl-navigation-menu__link"> Consumer rights </a> </li> <li class="ecl-navigation-menu__item "> <a href="https://ec.europa.eu/consumers/odr/main/?event=main.trader.register" class="ecl-navigation-menu__link"> Traders' section </a> </li> <li class="ecl-navigation-menu__item "> <a href="https://ec.europa.eu/consumers/odr/main/?event=main.adr.show2" class="ecl-navigation-menu__link"> Dispute resolution bodies </a> </li> <li class="ecl-navigation-menu__item "> <a href="https://ec.europa.eu/consumers/odr/main/?event=main.help.new" class="ecl-navigation-menu__link"> Help </a> </li> </ul> </div> </nav> <div class="page-content"> <div class="container-fluid"> <div class="ecl-row ecl-u-mt-xxs"> <div class="ecl-col-12"> <div class="ecl-message" style="border-radius: 15px;" role="alert"> <span class="ecl-u-sr-only">Informative message</span> <b>Dear user,</b><br/><br/>As of May 13 2024, you will not be able to submit the new <a href="https://ec.europa.eu/consumers/odr/main/?event=main.home.howitworks#heading-2">request for direct talks</a> You will still be able to work on your direct talks already submitted, and you will still be able to submit the <a href="https://ec.europa.eu/consumers/odr/main/?event=main.home.howitworks#heading-3">complaints</a> </div> </div> </div> </div> </div> <div class="page-content"> <div class="container-fluid"> <div class="ecl-row ecl-u-mt-xxs"> <div class="ecl-col-12"> <div class="ecl-message s" role="alert"> <span class="ecl-u-sr-only">Informative message</span> <p class="ecl-paragraph"> Dear user,<br /> for security reasons all commission IT services will have to implement multi-factor authentication (MFA).<br /> This means that as of 01 November 2023 you would need to use your phone (MFA by SMS), your smartphone (EU Login App, available from Google Play and App store) or a security key (Yubikey, Fido2key, U2F, etc).<br /> For more details, please follow this link <a href="https://webgate.ec.europa.eu/cas/manuals/EU_Login_Tutorial.pdf" target="_blank">https://webgate.ec.europa.eu/cas/manuals/EU_Login_Tutorial.pdf</a> . </p> </div> </div> </div> </div> </div> <div class="page-content"> <div class="container-fluid"> <div class="ecl-row ecl-u-z-navigation ecl-u-pt-xl"> <div class="ecl-col-md-3 ecl-u-z-navigation"> <nav class="ecl-navigation-inpage" > <p class="ecl-paragraph"> <a href="https://ec.europa.eu/consumers/odr/main/?event=main.complaints.screeningphase" class="ecl-button ecl-button--call "> Start your case </a> </p> <div class="ecl-navigation-inpage__title"> Page Contents </div> <div class="ecl-navigation-inpage__body"> <div class="ecl-navigation-inpage__trigger" aria-controls="ecl-navigation-inpage-list" aria-expanded="false" id="ecl-navigation-inpage-trigger">   </div> <ul class="ecl-navigation-inpage__list" aria-labelledby="ecl-navigation-inpage-trigger" id="ecl-navigation-inpage-list"> <li class="ecl-navigation-inpage__item"> <a class="ecl-navigation-inpage__link ecl-link ecl-link--standalone" href="#heading-1"> About the ODR platform </a> </li> <li class="ecl-navigation-inpage__item"> <a class="ecl-navigation-inpage__link ecl-link ecl-link--standalone" href="#heading-2"> Contact the trader </a> </li> <li class="ecl-navigation-inpage__item"> <a class="ecl-navigation-inpage__link ecl-link ecl-link--standalone" href="#heading-3"> Use a dispute resolution body </a> </li> <li class="ecl-navigation-inpage__item"> <a class="ecl-navigation-inpage__link ecl-link ecl-link--standalone" href="#heading-4"> How to complain if you are a trader </a> </li> </ul> </div> </nav> </div> <div class="ecl-col-md-9"> <section id="heading-1"> <h2 class="ecl-heading ecl-heading--h2"> About the ODR platform </h2> <p class="ecl-paragraph">The European Online Dispute Resolution (ODR) platform is provided by the European Commission to make online shopping safer and fairer through access to quality dispute resolution tools.</p> <p class="ecl-paragraph">If you are in the EU, Norway, Iceland or Liechtenstein you can use it to find the best solution for your consumer problem, to discuss a solution directly with a trader concerning your problem or to agree on a dispute resolution body to handle your case.</p> <p class="ecl-paragraph">The ODR platform is not connected to any trader. You can use the ODR platform in all EU languages, Icelandic and Norwegian.</p> </section> <section id="heading-2"> <h2 class="ecl-heading ecl-heading--h2"> Contact the trader </h2> <p class="ecl-paragraph">You can use the ODR platform to solve your problem directly with the trader. This can be helpful if you have not yet contacted the trader or if the trader is open to dialogue.</p> <p class="ecl-paragraph">The ODR platform will notify the trader of your request. If the trader is willing to talk, you will be able to exchange messages directly through your dashboard, send attachments such as product photos and schedule an online meeting.</p> <p class="ecl-paragraph">You will have a maximum of 90 days to reach an agreement. You and the trader may withdraw from direct talks at any time.</p> <p class="ecl-paragraph">The trader may also propose a list of dispute resolution bodies to use instead of finding a solution directly. In this case, you will have 30 days to agree on a dispute resolution body or your case will be closed on the platform.</p> <p class="ecl-paragraph">If the trader refuses your request outright, either party withdraws from the process, or 90 days has passed with no result, you will have the following options:</p> <p class="ecl-paragraph"> <ol> <li class="ecl-u-mt-xs"> Try to find a solution with the help of a dispute resolution body. In this case, you will have an additional 30 days to agree with the trader on an approved dispute resolution body to handle your case. Or; </li> <li class="ecl-u-mt-xs"> Try a different dispute resolution tool – <a href="https://ec.europa.eu/consumers/odr/main/?event=main.consumer.rights#inline-nav-2">see tools.</a> </li> </ol> </p> <p class="ecl-paragraph">Start your case to <a href="https://ec.europa.eu/consumers/odr/main/?event=main.complaints.screeningphase">find a solution with the trader directly</a></p> </section> <section id="heading-3"> <h2 class="ecl-heading ecl-heading--h2"> Use a dispute resolution body </h2> <p class="ecl-paragraph">You can use the ODR platform to solve your problem with the help of an approved dispute resolution body. A dispute resolution body is a neutral third party that helps consumers and traders solve disputes in a non-confrontational way. They are usually less expensive and quicker than going to court. </p> <p class="ecl-paragraph">The ODR platform will notify the trader of your complaint. If the trader agrees to use the ODR process then you will have to agree on a dispute resolution body to handle your case. The trader will propose a list of dispute resolution bodies; you can select one or request a new list in your dashboard.</p> <p class="ecl-paragraph">You will have 30 days from when you submit the complaint to agree on a dispute resolution body to handle your case.</p> <p class="ecl-paragraph">If you are unable to agree on a dispute resolution body in time or the trader ignores your complaint, then you can try a different dispute resolution tool. <a href="https://ec.europa.eu/consumers/odr/main/?event=main.consumer.rights#inline-nav-2">See tools</a></p> <p class="ecl-paragraph">Start your case to <a href="https://ec.europa.eu/consumers/odr/main/?event=main.complaints.screeningphase">find a solution through a dispute resolution body</a></p> </section> <section id="heading-4"> <h2 class="ecl-heading ecl-heading--h2"> How to complain if you are a trader </h2> <p class="ecl-paragraph">If you are a trader based in the EU or Norway, Iceland and Liechtenstein, you can also use the ODR platform to send your online consumer dispute to an approved dispute resolution body.</p> <p class="ecl-paragraph">You can only <b>complain against a consumer</b> if they reside in <b>Belgium, Germany, Luxemburg or Poland.</b></p> <p class="ecl-paragraph">To create a complaint, you first need to register in the system and create your organisation. 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