Traders in EU, Norway, Iceland and Liechtenstein, engaged in online sales or service
contracts, have the following obligations:

a) make publicly available on their websites, their e-mail address,

b) provide information about the possibility of having recourse to an out-of-court complaint and redress mechanism and provide an electronic link to the website of the ODR platform.

Each Member State has designated one ODR contact point that provides support to the resolution of disputes relating to complaints submitted through the ODR platform.

ODR Contact points, under request, provide assistance with the submission of the complaints, general information on consumer rights in relation to sales and service contracts which apply in the Member State of the ODR contact point, information on the functioning of the ODR platform and information of other means of redress when a dispute cannot be resolved through the ODR platform.

In Greece, national ECC has been designated as the ODR contact point for the ODR platform.

Within ODR platform, you can find a complete list of ODR Contact Points for all the countries.

Contact Information of Contact Point of Greece

144 Alexandras Ave., 11471 Athens, Greece

Tel: +30 2106460284

Fax: +30 2106460784

E-mail: info@eccgreece.gr

Web: via ODR platform

Consumers who would like to solve the dispute directly with the trader, make a request for direct talk, namely, the direct talks allow consumers and traders to settle a dispute bilaterally through the ODR platform.

Consumers start by completing a complaint form.

The ODR platform will notify the trader of consumer’s request. If the trader is willing to communicate, he will be able to exchange messages directly with the consumer, sending attachments such as product photos and scheduling an online meeting.

Consumer has 90 days to reach an agreement with the trader. In the meanwhile, anyone of the two parties (consumer and trader) may withdraw from direct talks at any time. Furthermore, the trader may also propose a list of dispute resolution bodies to use instead of finding a solution directly. In this case, the two parties have 30 days to agree on a dispute resolution body or the case will be closed on the platform (see procedure B below).

If the trader refuses consumer’s request outright, either party withdraws from the process, or 90 days has passed with no result, the case will be closed and the consumer has the following alternative options: a) try to find a solution with the help of a dispute resolution body within ODR platorm. In this case, the consumer will have an additional 30 days to agree with the trader on an approved dispute resolution body to handle the case (see procedure B below), or b) try a different dispute resolution tool (e.g. ECC-net).

Consumers can use the ODR platform to solve their 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.

Consumers start by completing a complaint form.

The ODR platform will notify the trader of consumer’s complaint. If the trader agrees to use the ODR process then the two parties will have to agree on a dispute resolution body to handle their case. The trader will propose a list of dispute resolution bodies and then the consumer can choose one or request a new list.

Consumer has 30 days to agree with the trader on a dispute resolution body to handle the case.

If the two parties are unable to agree on a dispute resolution body in time or the trader ignores the complaint, then the case will by closed in the ODR platform and the consumer may can try a different dispute resolution tool, outside the ODR platform (e.g. ECC-net).