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.
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.
The ODR platform is not connected to any trader. You can use the ODR platform in all EU languages, Icelandic and Norwegian.
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.
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.
You will have a maximum of 90 days to reach an agreement. You and the trader may withdraw from direct talks at any time.
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.
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:
- 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.
- Try a different dispute resolution tool.
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.
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.
You will have 30 days from when you submit the complaint to agree on a dispute resolution body to handle your case.
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.
Start your case to find a solution through a dispute resolution body