Active in B2C? Your website needs to refer to the Online Dispute Resolution (ODR) platform!

Growing confidence is encouraging consumers to make more and more online purchases across national borders. In 2012, 25% of online shoppers in the EU had made a purchase from a seller in another country; in 2017 this had risen to 33% (Consumer Conditions Scoreboard of 2017). However, companies and customers need a simple and inexpensive way to handle any disagreements that may arise.

The European Commission has developed, and supports, the Online Dispute Resolution (ODR) platform, offering a user-friendly, confidential and impartial extension for the companies’ own customer care services. It has already been adopted by major organisations including MediaMarkt, Euronics and Brussels Airlines, to name only a few. Since 2016, 1600 complaints have been registered on the platform.

Companies operating an e-commerce selling goods or services in the EU to EU customers are legally obliged to publish a link on their website to this platform. On-line traders can also register, in order to benefit from the opportunity to deal with complaints in a simple and cost effective way without going to court.

(You can download the below infographic here).

DG JUST_Infographic_ODR_How it works_en-1