Online Dispute Resolution

Why the ODR platform matters for traders

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. All online retailers and traders in EU, Iceland, Liechtenstein or Norway are obliged to provide an easily accessible link to the ODR platform and an e-mail address for the ODR platform to contact you (Article 14 of the Regulation (EU) No 524/2013 ).

If you have received a notification from the ODR platform, it means a consumer has an unresolved problem with a good or service purchased from your online store and chose to use the ODR platform to find a solution.

Resolve directly with the consumer

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 and send attachments such as product photos.

Resolve through a dispute resolution body

If the notification concerns a complaint, this means the consumer would like to refer the problem to an approved dispute resolution body. The dispute resolution bodies listed on the ODR platform meet strict standards of quality and independence.

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.

You will have 30 days to agree on a dispute resolution body to handle your case, learn more . Failing that, the consumer will be advised on other tools to protect their rights and obtain redress.

Trader obligations

If you trade online in the EU, Norway, Iceland or Liechtenstein, you have the following obligations in relation to the ODR platform. These obligations APPLY TO ALL ONLINE TRADERS whether they intend to use the ODR platform or not:

1. You have to clearly provide your e-mail address on your website. Providing only an interactive contact form is not sufficient.
2. You have to provide a link from your website to the Online Dispute Resolution platform ec.europa.eu/consumers/odr. This link has to be visible and easily accessible on the website.

Start using ODR

Registering on the ODR platform will make it easier for your customers to engage with you if they have a problem. It will help you avoid unnecessary escalation of complaints by receiving them before the consumer turns to other mechanisms to resolve their dispute.

If you receive a request from your customer through the ODR platform, you will need to register to respond.

To register you have to create an EU login

13-After you have created your EU login, you will be directed to the ODR platform where you will have to create an organisation in the site to be able to:

1. Access the system
2. Create/Receive complaints via the ODR platform
3. Manage users within your organisation
4. Update your personal data (e.g. change the e-mail address to which the notifications will be sent)

Once you have created an organisation, all members of your organisation will be able to access the dashboard and see the complaints.

Complain against a consumer

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.

You can only complain against a consumer if they reside in Belgium, Germany, Luxemburg or Poland.

To create a complaint, you need to register in the system and create your organisation. If you are already registered, you need to log in. Go to your organisation’s dashboard and click Start your case.

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