A significant proportion of consumers do not complain about a problem when shopping online, which is why the European Commission launched its online dispute resolution platform in January, which can make the process of resolving international consumer disputes simpler, cheaper and more efficient. European online stores and markets, such as Hungary, must also display an electronic link to the online dispute resolution platform and their e-mail address on their website.
From 15 February, the European Commission's European Online Dispute Resolution (ODR) Platform will be available in practice, offering a low-cost and fast alternative for resolving potential disputes between online stores and online shoppers, as well as building trust between the two parties. helps. The platform aims to support the European digital single market and increase confidence in online shopping. To this end, the EU will make it mandatory for all online stores to list the platform as a dispute resolution tool on the website.
How does the platform work in practice?
The use of the online dispute resolution platform requires registration in the European Commission's system, after which the consumer can submit his complaint through the website if he has not been able to settle his dispute directly with the business.
Upon submission of the complaint, the online dispute resolution platform shall immediately forward it to the opposing party. The parties must then agree on an alternative dispute resolution forum, which will ultimately act on the matter between them. The platforms will inform the parties about the forums that may act in their case. As soon as an agreement is reached on the dispute settlement forum, the online platform will forward the complaint there. If the parties fail to reach an agreement within 30 days, or if the platform is unable to identify an ADR entity with competence to act on the basis of the information provided, the complaint will not be further processed.