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Online Dispute Resolution (ODR) is free service provided by the European Commission to allow consumers and traders in the EU, EEA and the United Kingdom (until the end of 2020, at least) to resolve disputes relating to online purchases of goods and services without going to court.

Learn more about ODR here.

 

The Online Dispute Resolution (ODR) is a platform provided by the European Commission to allow consumers and traders to communicate in relation to their dispute and the website is for both online consumers and online traders who wish to settle disputes out of court.

Read about ODR step-by-step procedures below to understand each step of the process and how to make and deal with a complaint effectively:

I want to create a complaint

To create a complaint against a trader, start by creating an account, or you can sign in if you already have one.

To start the process, first go through the screening phase, which means answering some questions.
Then provide the trader’s detailsdescribe your complaint and enter your personal information.

You can also create a complaint as a consumer representative.

Start your online consumer complaint here.

 

I received a complaint

A trader has submitted a complaint against you.

You received an e-mail, notifying you that that a trader has submitted a complaint against you in the site.

You first need to create an account or sign in to an existing one.

You can either accept or refuse the complaint.
If you accept it, you and the trader will need to agree on the dispute resolution body to which the complaint will be sent.
If you refuse, the trader will be notified of your decision.

First sign in and view the complaint. To accept it, click on “I propose a dispute resolution body”. To refuse, click on “I do not propose a dispute resolution body”.

Respond to a complaint here.

Read the full ODR user guide here:

Userguide En

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