While there are strong rules in place in the EU to protect consumers, in practice consumers sometimes encounter problems getting redress when their rights are violated, particularly cross border.
When consumers have made their purchase online, they should also be able to solve such problems online. Be it a seller refusing to repair a defective laptop within the guarantee period, or a travel agent not willing to refund a ruined holiday, such disputes can be settled faster and cheaper online and outside the court, via an Online Dispute Resolution (ODR) platform, launched by the Commission on 15 February 2016.
In its first year, over 24 000 consumer complaints were lodged. More than a third of the complaints concerned cross-border purchases within the EU. Most complaints were about clothing and footwear, airline tickets and information and communication technology goods.