EU launches new platform to solve disputes in online purchases

The European Commission announced Monday that it launched a new platform to help consumers and traders solve online disputes over a purchase made online.

The Online Dispute Resolution (ODR) platform offers a single point of entry that allows EU consumers and traders to settle their disputes for both domestic and cross-border online purchases.

This is done by channeling the disputes to national Alternative Dispute Resolution (ADR) bodies that are connected to the platform and have been selected by member states according to quality criteria and notified to the Commission.

"Most consumers experiencing problems when buying online don't complain, as they believe the procedure is too long and that it won't be solved," said Vera Jourova, European Commissioner for Justice, Consumers and Gender Equality.

"The ODR platform is an innovative tool saving time and money for consumers and traders. It will improve consumer trust when shopping online and support businesses selling cross border, contributing to Europe's Digital Single Market," said Jourova.

The platform is user-friendly and accessible on all types of devices. Consumers can fill out the complaint form on the platform in three simple steps.

Moreover, it offers users the possibility to conduct the entire resolution procedure online.

The platform is also multilingual. A translation service is available on the platform to assist disputes involving parties based in different European countries.

Right now, around 117 ADR bodies from 17 member states are connected to the ODR platform.

The Commission is working with the member states to achieve a full coverage of all member states and sectors as soon as possible. Endit