For consumers File a Dispute

It's too bad to hear that you're having a dispute with one of our members. The first step in resolving a dispute with a member of our trust mark is to communicate clearly with the store itself. By reporting your complaint and proposing a solution, the store has the opportunity to come up with a suitable resolution. If you’re unable to reach a resolution with the store, you can then turn to ValuedShops’ dispute mediation service. We’ll try to mediate independently to find a solution.

Dispute Resolution Through the Quality Mark

Can’t work it out together? Then you can involve ValuedShops. Follow these steps:

• Search for the online store in our member list

• Once you’ve found the online store, click on it. A new page will open.

If the page is in Dutch, please switch to English. You can do this in the upper right-hand corner.

• Scroll down and click on “Mediation available,” then click “Submit Dispute.”

• Then fill out the form to submit your complaint.

We will then use independent mediation to find a suitable solution.

What happens next?

When you report a dispute, the online store receives a message along with the opportunity to find a suitable solution within seven days. If the store is unable to do so, ValuedShops will mediate after these seven days. The mediation will be conducted in accordance with Dutch law.

While the mediation is ongoing, we hope to find a solution together with you and the online store. If a solution cannot be reached even with our intervention, ValuedShops will provide an independent arbitration committee in collaboration with DigiDispuut. This committee handles disputes and issues a binding decision, thereby preventing legal costs for both parties.

To initiate dispute mediation, please follow these steps:

1. Submit your complaint to the store and request an appropriate solution.

2. If you are unable to reach a satisfactory resolution with the online store within seven days, you may request mediation from ValuedShops.

3. If even we are unable to reach a resolution between you and the online store, the complaint can be forwarded to DigiDispuut. DigiDispuut will issue a binding decision.