For consumers Dispute Procedure

Annoying that you have a dispute with a member of ours. The first step in a conflict with an affiliate member is to try to resolve the dispute with the merchant yourself. The best way to do this is to clearly report your complaint to the merchant. In doing so, also indicate what the desired solution is for you.

Filing a dispute

Can't work it out together? Then you can turn to WebwinkelKeur. Follow these steps:

1. Look up the store in our list of members

2. Click on the store and scroll down.

3. Then click "Dispute Mediation" and then "Submit Dispute".

4. Then fill out the form to submit your complaint.

How does our dispute process work?

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

2. You will receive an automatic email from us. This confirms your dispute and states the further course of the process. The store will also receive an email about your complaint immediately. The store first gets 7 days to solve your dispute themselves.

3. After 7 days you will receive another automatic email from us. In this e-mail we ask you whether the dispute has already been resolved. You will be given the option to choose for our mediation or to close the dispute.

Do you choose our mediation? You will now receive a personal email from us, containing a legal framework.

4. Through hearing both sides, we try to reach a solution together.

5. If we do not come to a solution together, you have the option of using the independent arbitration board of Stichting DigiDispuut. Via the DigiDispuut portal, you can draw up your claim. After this is submitted, the online store receives your claim and the online store can submit a defense. Once both documents have been submitted, they will be forwarded to the disputes committee so that they can issue a binding opinion. *

6. The disputes committee again applies the adversarial process and reviews the evidence and facts to reach a ruling.

Learn more about our process in this blog

* Referring a dispute to the Dispute Commission

Are you still unable to resolve your dispute through our mediation? Then we can refer your dispute to the Dispute Commission This committee handles disputes and gives a binding decision. This prevents (high) legal costs for both parties.

- You can refer your dispute to the Dispute Commission if the interest lies between € 25 and € 25,000.

- You pay a one-time fee of € 25 to take your dispute to the Dispute Commission. These costs may be recovered from the webshop if you are in the right.

Good to know

During our mediation we try to find a solution together. Keep in mind that we are neutral and rely on evidence. It is therefore always desirable to send along evidence. To be mediated, the complaint (not the purchase) must not be older than one year.

Sometimes our mediation doesn't work

Even though we do our best, in some cases an online store does not cooperate. We try to prevent this, of course. But because we have no judicial power, we cannot force a web store to cooperate towards a solution. It almost never happens, but a store may indicate that it does not want to cooperate.

We do expect a merchant to at least respond to our contact requests. Sometimes we have to terminate a membership because we cannot (anymore) get in touch with a webstore, or because, for example, too many complaints are reported to us within a short period of time. Therefore, it may happen that our mediation has no effect, if you file a dispute after we have terminated a membership or if we cannot get in touch with the web store.

Fortunately, this happens very rarely and we almost always come out of it together. Suppose it does happen, we will inform you which organizations you can contact to resolve your dispute.