Know Your Rights: Online dispute resolution

Question

What can I do if I have a problem with an item I’ve bought online?

Answer

If you are not happy with an item you have bought online, you should always contact the trader first to make a complaint. If you are not satisfied with their response, you may be able to get help.

If your complaint is against a trader here in Ireland, you can contact the Competition and Consumer Protection Commission for advice.

If the trader is in another EU member state, you can contact the European Consumer Centre Ireland (ECC Ireland). ECC Ireland may contact the trader and try to resolve your dispute. If this is not successful, ECC Ireland can advise you on other options.

You can also use the Online Dispute Resolution (ODR) platform. The ODR platform is operated by the European Commission for use by consumers living in the EU. It aims to help consumers and traders settle online disputes without the need to go to court. You use the platform to find a neutral third party (called a dispute resolution body) to handle your dispute.

You don’t have to pay when you submit a complaint using the ODR platform. However, a dispute resolution body may ask you to pay a fee if it agrees to handle your case. When a dispute resolution body agrees to handle your case it will tell you what the rules are, including how much you have to pay.

The outcome can depend on the type of dispute resolution body and their rules and procedures. Some decisions may not be binding on the trader. If you disagree with the outcome you might be able to appeal the outcome or take your case to court.

Further information is available from the Citizens Information Service below.

Know Your Rights has been compiled by Boyle Citizens Information Centre which provides a free and confidential service to the public. Tel: 0761 07 6330

Address: Elphin Street, Boyle, Co. Roscommon

Information is also available online at citizensinformation.ie and from the Citizens Information Phone Service - 0761 07 4000