Consumers can only use the ODR platform if:
- reside in an EU country or in Norway, Iceland or Liechtenstein,
- the trader is based in an EU country or in Norway, Iceland or Liechtenstein,
- their complaint is about a good or service they bought online.
In Greece, traders are not eligible for complaining against consumers.
Consumers may use the ODR platform in two ways:
A) Contact The Trader To Resolve The Dispute Directly
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).
B) Get A Dispute Resolution Body To Solve The Dispute
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).