What is ODR – Online Dispute Resolution?
It is a way to remotely resolve, without having to resort to a Court, a dispute between the Consumer and the Seller of goods and/or services purchased on the internet.
What is a Dispute resolution organism?
It is a third party, above the parts (impartial), who is charged with finding a fair solution to the problem, within a reasonable time. In other words, this person acts as an intermediary between you and the merchant who receives the complaint, for its solution.
How does this procedure work?
In order to use the online dispute resolution service, you must first have purchased from us a product and / or service as a Consumer and reside in the European Union. To start the procedure you must then connect to the free platform managed by the European Commission (at the following link https://webgate.ec.europa.eu/odr), where you will be asked to fill in and send electronically, always through the platform, a complaint against us .
Once we have received your complaint, we will have 30 days to choose by mutual agreement a dispute resolution body that can handle the case, among those listed in the aforementioned platform. If we do not agree, the complaint will not be further processed. If instead we agree, the European platform will forward the details of the dispute to the body that we have commonly chosen. The chosen body will then have three weeks to decide whether it has the competence to process the complaint received (and notice it to you). If so, the chosen organism will proceed to discuss the dispute and will try to find a solution to the complaint within 90 days.
For more information and in-depth information (or to contact the help desk of your country that will be able to answer your questions and help you file a complaint), please refer to the support page on the platform at the following address: https://webgate.ec.europa.eu/odr/main/?event=main.help.show.