If you have a problem with a good or service that you have purchased online, you can use the ODR Platform to file a claim and resolved it by an independent dispute resolution body.
The steps to follow are:
1-The consumer or a representative, draws up a claim, attaches the relevant documents and sends it to the trader via the ODR Platform. Once sent, the consumer will receive a confirmation message.
Both the consumer and the trader must have their headquarters in the EU, Norway, Iceland or Liechtenstein.
2- Once the involved trader agrees to use this procedure, consumer must select one or several Alternative Dispute Resolution (ADR) bodies from this list within 30 days.
3- The consumer can accept one of entities or ask for a new list to the company. Before accepting it, please consult all the information such as rates, geographic scope in which it acts as well as the procedure. If, within 30 days, the consumer does not accept an Alternative Dispute Resolution entity, the complaint will not be processed through the Platform.
4-Resolution of the dispute:
Once the complaint is resolved, consumer will receive a message with the solution.
Explanatory guide of the alternative Online Dispute Resolution.