Online Dispute Resolution platform

Helping you
to help your
customers

Selling online and looking for another way to improve customer care? Turn to the EU’s Online Dispute Resolution platform (ODR). This free multilingual tool can help your company sort out complaints from customers at home and abroad online in just four steps.

One place to solve
e-commerce disputes

Online
platform

In 25
languages

For 31
countries

Helping you solve
customer disputes

Online

Confidentially

Impartially

In your own language

Your legal obligation:

link to the platform from your
website & provide an email contact
for your business from your site.

ODR’s aim:

help you to help your customers.

Keep up with your customers

More people are shopping online
from abroad

57%

EU consumers
shop online

33%

buy online
from another
EU country

+ 8%
compared
to 2012

21%

have problems
with online
purchases

You need effective ways to solve customer
disputes to protect your reputation and sales

Customers are already

First two years

4 million+

visitors

50 000+

complaints

Average 2 000 complaints/month

Steady rise in use

02/2016
744
complaints/month
07/2016
1933
12/2016
2933
07/2017
2486
12/2017
3660
01/2018
3719

Most complained about sectors

Consumer
clothing &
footwear

Airline
tickets

ICT
goods

Boost your reputation,
improve your service

Meet your obligations

Include the link and a valid email address on your site

And then reap the benefits

Register on the platform

1 valid email required to access the registration form and register on the platform

Find solutions to tricky problems

ODR uses over 350 quality independent dispute resolution bodies across Europe to help you reach a satisfactory agreement with your customers.

Get ahead of the competition

Engage with the process, make it part of your customer service and show you’re serious about customer satisfaction.

Don’t just live up to your obligation,
strengthen your reputation

Sign your business up today