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  3. Consumers
  4. Resolve your consumer complaint

Online Dispute Resolution

  • Resolving your dispute on the ODR platform

    • Use the ODR platform to
      • Contact the trader to resolve the dispute directly. You have 90 days to reach an agreement.
    • or
      • Get a dispute resolution body to solve your dispute for you. You have 30 days to agree with the trader on a dispute resolution body to use.

    • You can only use the ODR platform if:
      • You live in an EU country or in Norway, Iceland or Liechtenstein.
      • The trader is based in an EU country or in Norway, Iceland or Liechtenstein.
      • Your complaint is about a good or service you bought online.


    Cancel

  • Please answer the following questions:

    To submit a complaint, your company must be based in an EU country. For more information go to help page
    You can only submit a complaint about goods or services you sold online. For more information go to the help page.
    You can submit a complaint against a consumer only in the following countries
    Belgium, Germany, Luxembourg, Poland

Online Dispute Resolution

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Legislation

This site was created in response to specific EU legislation.

  • Regulation on online dispute resolution for consumers
  • Directive on alternative dispute resolution for consumers