ODR – Online Dispute Resolution for cross-border purchases

Information about ODR

• What is ODR and how does it work?

  Online Dispute Resolution (ODR) is a platform on the Internet that is operated by the European Commission. Through the platform, consumers and companies can themselves try to resolve a complaint or agree on an alternative dispute resolution body to send the complaint to.

  On the platform, there are lists over national dispute resolution bodies that the consumer can report the complaint to outside the ODR platform. The list also contains brief information on what rules apply for the various dispute resolution bodies. The platform is used to help consumers find the right dispute resolution body or agree with the company on what dispute resolution body they will use.

  There are many different dispute resolution boards within the EU and what they look like varies from country to country. In some countries, there are, for example, bodies that only apply to certain areas, such as financial services or construction services.

• Who can use ODR?

  If you made a purchase online from a company in another EU country, Norway, Iceland, Liechtenstein or the UK and want to:

  • Find a solution to a problem by discussing the matter with the company.
  • Send your case to alternative dispute resolution.

  E-commerce companies in the above countries also use the platform to communicate with you as a consumer.

  The ODR platform on the European Commission’s website

  Using ODR is free of charge. However, certain dispute resolution bodies may charge a fee while others are free of charge.

• If you need help or have questions

  You can first try to find answers to your question in the European Commission’s help section on ODR.

  Help on ODR on the European Commission’s website

  National contact points help you

  If you do not find the information you are seeking in the help section, you can turn to your national contact point. There is a contact point in every EU country, as well as Norway, Iceland, Liechtenstein and the UK. Through the link above, you can find contact information to your national contact point.

  Contact the contact points free of charge

  It does not cost anything to contact the contact points. But if you and the opposing party agree to send the complain to an alternative dispute resolution body, there may be registration fees to have the complaint reviewed. You can find information on potential fees at the respective dispute resolution body.

  List over dispute resolution bodies within the EU on the European Commission’s website

  What can the contact points help you with?

  The national contact points can:

  • Provide assistance when the complaint is filed and if appropriate provide relevant documentation.
  • Provide general information to the parties and the alternative dispute resolution bodies regarding consumer rights in that contact point’s Member State.
  • Provide information on how the online platform for dispute resolution works.
  • Give the parties explanations of the rules that are applied by the identified alternative dispute resolution bodies.
  • Inform the party lodging the complaint of other ways to obtain redress if a dispute cannot be resolved through the online platform.

  National contact point in Sweden

  The national contact point in Sweden is operated by ECC Sweden, a part of the Swedish Consumer Agency. You reach us by email, phone, fax or letter.

  Email address: odr@konsumentverket.se

  Telephone: +46 54 19 39 70

  Fax: +46 0 5419 41 59

  Letter: National contact point - Sweden, ECC Sweden, Box 48, 651 02 Karlstad, Sweden

  Processing times

  We endeavour to answer your question within three working days. If we need help from our technical support or if your question requires investigation, it may take a while longer before we can answer.

  Languages

  You can contact us in Swedish or English. If you need help in another official language in the EU, you can try to contact the national contact point in the country in which that language is an official language