Problems related to purchases made online should be able to be solved online. Disputes do not have to go to court, but they can be handled online via extra-judicial instances faster and more cheaply. The European Commission opened for this purpose the online dispute resolution platform, the ODR platform, on 15 February 2016. During the first year of operation of the new dispute resolution forum, more than 24 000 complaints were submitted by consumers.
A solution can be sought through the system, for example, in a case where the seller refuses to repair a faulty computer, even if the warranty period is still valid, or if a travel agency refuses to reimburse a ruined holiday.
More than a third of the complaints related to purchases made in another EU country. Most complaints regarded clothing and footwear, flight tickets, as well as information and communication technology devices.
ODR platform can be used in all EU official languages.
Buying online and solving disputes online: 24.000 consumers used new European platform in first year. European Commission´s press release 24th March 2017.