The ODR platform: What are the obligations for online merchants?


The European Commission’s new online dispute resolution (ODR) platform goes online for traders and consumers on 15 February 2016.

What is the ODR platform?

The ODR platform provides both consumers and traders with a platform to settle their online disputes, both domestic and cross-border transactions, with the click of a mouse.

The platform is directly linked to national alternative dispute resolution (ADR) bodies, therefore providing consumers and traders with an established and proven method of dispute settlement.

Obligations for online merchants

  1. Under the ODR Regulation, online traders must provide a link to the official ODR website as soon as possible and in any case no later than 14 February 2016. The official website is:
  2. Online merchants also need to update their websites to meet the information requirements established by Article 13 of the ADR Directive 2013/11/EU as transposed into the national legislation of their respective Member States. The information shall be provided in a clear, comprehensible and easily accessible way on the traders’ website and, if applicable, in the general terms and conditions of sales or service contracts between the trader and consumer.

We advise you to contact your national authorities in order to have further information on the ADR bodies in your country as well as on the ODR platform!

How can ODR benefit business?

The new ODR platform provide traders with a simple, fast and low-cost way of settling disputes out of court. This gives businesses the confidence needed to expand their e-commerce business cross-border knowing that ODR will save on costly court proceedings as well as maintain business reputation and good customer relations.

For more information, please do not hesitate to contact Ecommerce Europe!

To download the Ecommerce Europe’s factsheet on the ODR platform, click here!

Related documents

More information about ADR and ODR is available here and in the documents listed below:

Press release on the launch of the ODR platform
Factsheet on the ODR platform
Presentation of the ODR platform
Directive on consumer ADR
Regulation on consumer ODR