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).