Legal support Dispute Mediation
Every online store has to deal with disputes from time to time
Don’t get caught up in a back-and-forth argument with your customer
No matter how hard you try as a retailer, sometimes you just can’t reach a resolution together. You could keep arguing with the customer indefinitely, but sometimes mediation by a third party works better. ValuedShops is here to help; we listen to both sides of the story and work to find a solution. If a solution cannot be reached, the dispute can, as a last resort, be submitted to the dispute resolution committee.
How does our dispute resolution process work?
1. The consumer submits a dispute using the form on your member page. (Please note: we do not mediate in B2B disputes. Additionally, the customer must have reported the complaint to you within the past 6 months.)
2. You’ll receive an automated email from us. It will contain a description of the consumer’s dispute. You can now handle this yourself. You have 7 days to do so.
3. After 7 days, the consumer will receive another automated email from us. In this email, we ask the consumer whether the dispute has already been addressed or, if applicable, resolved. The consumer can now choose to use our mediation service or to close the dispute. The consumer can also select the “in progress” option, which indicates that they are in discussion with you and wish to wait another week.
3.1. Does the consumer choose our mediation? You will receive a personalized email from us outlining the legal framework.
4. Through a process of hearing both sides, we’ll work together to reach a solution.
5. If we cannot reach a solution together, the consumer will have the option to involve the independent dispute resolution board DigiDispuut. The consumer submits the claim through the portal, along with supporting documentation. Once the claim is received, you will have the opportunity to file a defense. When both parties have submitted their documents, an adjudicator will be assigned to handle the matter further.
5.1. The consumer pays a complaint fee, the amount of which depends on the financial value of the dispute. This complaint fee is:
- €50 for a dispute amounting to up to €500
- €75 for a stake of €500 to €1,500
- €100 for a financial interest of €1,500 or more
The consumer pays this fee once. If the consumer’s claim is upheld, these costs may be recovered from you as the online retailer.
6. The dispute resolution committee will again hear both sides of the case and review the evidence and facts to reach a decision.
You can find more information about our process in this blog post
Binding Ruling by an Independent Legal Expert
It is possible to submit disputes to DigiDispuut; they issue a binding ruling that both parties must abide by. This way, you avoid costly litigation and prevent the dispute from dragging on indefinitely. To refer your dispute to DigiDispuut, you pay a filing fee. The amount depends on the financial stake in the dispute and is as follows:
- €50 for a dispute involving up to €500
- €75 for a financial interest of €500 to €1,500
- €100 for a financial interest of €1,500 or more
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 reach a solution. Please keep in mind that we remain neutral and rely on evidence. It’s therefore always advisable to include supporting evidence.
Legal Advice for Disputes
Even if you aren’t currently involved in a dispute but would like to know your rights and obligations, you can contact us for free legal advice. We’ll help you find a legal—as well as practical—answer to your question. You can contact us by email for this. Please keep in mind that we are not lawyers, and we cannot assist you with all legal questions. In some cases, we may refer you to our partners
Number of Disputes per Membership
The number of disputes we mediate varies by package. Check the rates page for the maximum number of disputes we handle per member per year. This refers only to disputes in which we have mediated. Disputes that you resolve yourself with the consumer do not count toward this limit.