What is Online Dispute Resolution?
It is a way to resolve, remotely, without the need for court proceedings, a dispute between a Consumer and the Seller of goods and/or services purchased online.
What is a Dispute Resolution Body?
It is a third-party, independent (so-called impartial) entity tasked with finding a fair and just solution to the problem within a short timeframe. In other words, this entity acts as an intermediary between you and the merchant to whom you are complaining.
How does this procedure work?
To use the Online Dispute Resolution service, you must have first purchased a product and/or service from us as a Consumer and reside in the European Union. To initiate the procedure, you must connect to the platform managed and made available free of charge by the European Commission (accessible at https://webgate.ec.europa.eu/odr), where you will be asked to complete and submit a complaint to us electronically via the platform.
The ODR platform will then notify us of your request, and we can exchange messages directly through the interactive panel provided and send attachments, such as product photographs, or schedule an online meeting.
We will have a maximum of 90 days to reach an agreement, and either we or you may terminate direct discussions at any time.
Either we or you may propose using a dispute resolution body that can handle the case, from those listed on the aforementioned platform. In this case, we will have 30 days to agree on a dispute resolution body, failing which the case will be archived on the platform.
Each body has its own rules and procedures. If we reach an agreement, the European platform will forward the details of the dispute to the body we have jointly chosen.
The body will then have three weeks to respond whether or not it will accept the case and, if so, 90 calendar days (subject to any extensions justified by the complexity of the case) to find a solution. During this period, it may ask you to provide additional information or documents. You will always receive an email if action is required.
For further information and details (or to contact your national contact point, whose advisors can answer your questions and help you file your complaint), please consult the support page on the platform, accessible at: https://webgate.ec.europa.eu/odr/main/?event=main.help.show.
