For consumers Dispute Resolution Procedure

We’re sorry to hear you’re having a dispute with one of our members. The first step in resolving a conflict with a member is to try to find a solution to the dispute with the online store on your own. The best way to do this is to clearly state your complaint to the online store. Be sure to also specify what you would like the resolution to be.

Submit a Dispute

Can’t resolve it together? Then you can involve ValuedShops.

Important to know: our dispute resolution process is intended exclusively for consumers. You can only file a dispute if it involves a consumer distance sale (online purchase). Disputes arising from business-to-business purchases fall outside the scope of this process and will not be considered.

To do so, follow these steps:

1. Find the online store in ourmember list
2. Click on the relevant online store and scroll down.
3. Then click “Dispute Mediation” and then “Submit a Dispute.”
4. Then fill out the form to submit your complaint.

How does our dispute resolution process work?

1. You submit a dispute using the form on the online store’s member page.

2. You’ll receive an automated email from us. This email confirms your dispute and outlines the next steps in the process. The online store will also immediately receive an email about the complaint you submitted. The online store will first have 7 days to resolve your dispute on its own.

3. After 7 days, you’ll receive another automated email from us. In it, we’ll ask whether the dispute has been addressed or, if applicable, resolved. You’ll now have the option to request our mediation or to close the dispute.

If you choose our mediation, you’ll receive a personalized email from us outlining the legal framework.

4. By hearing both sides of the story, we’ll work together to reach a solution.

5. If we cannot resolve the matter together, you have the option to involve the independent dispute resolution committee of the DigiDispuut Foundation. You can file your claim through the DigiDispuut portal. Once it has been submitted, the online store will receive your claim and may file a response. As soon as both documents have been submitted, they will be forwarded to the dispute resolution committee so that it can issue a binding ruling. *

6. The dispute resolution committee again applies the principle of hearing both sides and reviews the evidence and facts to reach a decision.

You can find more information about our process in this blog

* Escalating the Dispute to the Dispute Resolution Committee

If your dispute cannot be resolved through our mediation, it can be referred to the DigiDispuut Dispute Committee. This committee will handle the dispute and issue a binding ruling, thereby preventing (high) legal costs for both parties.

DigiDispuut’s rules of procedure determine whether your dispute can be considered.

You can refer your dispute to the Dispute Resolution Committee if:

- The dispute concerns a consumer distance sale or a contract for the provision of a service.

- The financial stake is between €25 and €25,000.

- The case has not yet been brought before a public court, an arbitrator, or another binding adjudicator.

- Both parties are willing to accept the Dispute Resolution Committee’s ruling and waive their right to bring the matter before a public court.

To proceed with your dispute, you pay a one-time fee of €25. If you are found to be in the right, these costs may be recovered from the online store.

Good to Know

During our mediation, we’ll work together to find a solution. Please keep in mind that we remain neutral and base our decisions on evidence. It’s therefore always advisable to submit supporting evidence. To be eligible for mediation, the complaint (not the purchase) must not be more than one year old.

Sometimes our mediation doesn’t work

Even though we do our best, in some cases an online store may refuse to cooperate. We naturally try to prevent this. However, since we have no judicial authority, we cannot force an online store to cooperate in finding a solution. It almost never happens, but an online store may indicate that it does not wish to cooperate.

We do expect an online store to at least respond to our contact requests. Sometimes we have to terminate a membership because we can no longer get in touch with an online store, or because, for example, too many complaints are reported to us within a short period of time. It is therefore possible that our mediation will have no effect if you file a dispute after we have terminated a membership or if we are unable to contact the online store.

Fortunately, this happens very rarely, and we almost always resolve the issue together. If it does come to that, we’ll let you know which agencies you can turn to in order to still have your dispute resolved.