Consumers and traders are now able to use the European Commission's new online dispute resolution (ODR) platform to refer contractual disputes arising from buying goods or services online to an agreed alternative dispute resolution entity. The ODR platform was established under the ODR Regulation (524/2013/EU) and since 15 February 2016, online retailers and online marketplace providers have had to include a link to the platform on their websites and in their terms and conditions. The regulation aims to encourage cross-border trade by enabling consumers to enforce their rights where the goods are damaged or do not conform to their description.
http://eur-lex.europa.eu/LexUriServ/LexUriServ.do?uri=OJ:L:20 13:165:0001:0012:EN:PDF
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