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Online Dispute Resolution

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Informative message The European Online Dispute Resolution (ODR) Platform will be discontinued as of 20 July 2025, following the adoption of the Regulation - EU - 2024/3228 - EN - EUR-Lex

You can use the platform until 19 July 2025, but you can no longer submit new complaints. We invite you to get informed on the other means of consumer dispute resolution.

Pursuant to Article 2(4) of the Regulation 2024/3228/EU, all users information, including personal data will be deleted on 20 July 2025 at the latest. We therefore ask you to export all data relevant to your case before 19 July 2025.

If you have any difficulties downloading your data from the European ODR Platform, the European Commission will assist you. Please send an email to JUST-EC-ODR-REPEAL@ec.europa.eu and we will reply to you in 15 working days. Kindly note that this mailbox is only available for requests related to downloading the data, as explained above. Unfortunately, we will not be able to respond to any other requests that will arrive to this mailbox.

If you have a consumer problem, you may find useful advice on the Your Europe website. If you want to contest an unjustified restriction of your content or your account by the provider of an online platform, you could reach out to an out-of-court dispute settlement body, certified pursuant to Article 21 of Regulation (EU) 2022/2065 (Digital Services Act). The European Commission publishes a list of these bodies on its website. .

Our privacy statement is available here..

For any other assistance until 19 July 2025, please get in touch with your national contact point. The Commission will cooperate with the national contact points in the new information website helping consumers to find appropriate dispute resolution tools.
Page Contents
 
  • About the ODR platform
  • Use a dispute resolution body
  • How to complain if you are a trader

About the ODR platform

The European Online Dispute Resolution (ODR) platform is provided by the European Commission to make online shopping safer and fairer through access to quality dispute resolution tools.

If you are in the EU, Norway, Iceland or Liechtenstein you can use it to find the best solution for your consumer problem, to discuss a solution directly with a trader concerning your problem or to agree on a dispute resolution body to handle your case.

The ODR platform is not connected to any trader. You can use the ODR platform in all EU languages, Icelandic and Norwegian.

Use a dispute resolution body

You can use the ODR platform to solve your problem with the help of an approved dispute resolution body. A dispute resolution body is a neutral third party that helps consumers and traders solve disputes in a non-confrontational way. They are usually less expensive and quicker than going to court.

The ODR platform will notify the trader of your complaint. If the trader agrees to use the ODR process then you will have to agree on a dispute resolution body to handle your case. The trader will propose a list of dispute resolution bodies; you can select one or request a new list in your dashboard.

You will have 30 days from when you submit the complaint to agree on a dispute resolution body to handle your case.

If you are unable to agree on a dispute resolution body in time or the trader ignores your complaint, then you can try a different dispute resolution tool. See tools

How to complain if you are a trader

If you are a trader based in the EU or Norway, Iceland and Liechtenstein, you can also use the ODR platform to send your online consumer dispute to an approved dispute resolution body.

You can only complain against a consumer if they reside in Belgium, Germany, Luxemburg or Poland.

To create a complaint, you first need to register in the system and create your organisation. If you are already registered, you just need to log in. Once on your dashboard, click on "Start a new case".

To find out more about registering as a trader, go to Traders’ section.

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Legislation

This site was created in response to specific EU legislation.

  • Regulation on online dispute resolution for consumers
  • Directive on alternative dispute resolution for consumers