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Buying products online is quick and convenient. However, it can be annoying if the online retailer does not deliver the goods (on time) or if they are damaged but you have already paid for them. To save you a time-consuming and expensive legal dispute, you can use the online mediator to resolve your dispute free of charge.
Buying products online is quick and convenient. However, it can be annoying if the online retailer does not deliver the goods (on time) or if they are damaged but you have already paid for them. To save you a time-consuming and expensive legal dispute, you can use the online mediator to resolve your dispute free of charge.
Tip: Disagreements can often be resolved through direct contact with the online retailer, so contact them first before submitting a dispute resolution request.- Online request for conciliation
- Documents that are necessary for understanding the request.
- Conclusion of a contract on the Internet
- Complaints to the online retailer and unsuccessful complaint
- The dispute must not be pending elsewhere (e.g. in court) or have already been conclusively dealt with.
- The claim is not yet time-barred.
- You are either
- a consumer resident in Baden-Württemberg, Bavaria, Berlin, Hesse, Rhineland-Palatinate or Schleswig-Holstein and are making a complaint against a company based in Germany or
- a consumer from the rest of the EU, including Germany, and are making a claim against a company based in Baden-Württemberg, Bavaria, Berlin, Hesse, Rhineland-Palatinate or Schleswig-Holstein, or
- there is a connection to the co-operation partners from the business sector (BDD, DEVK, Trusted Shops).
- Register online for the conciliation procedure.
- Complete the online form in full and attach relevant documents as electronic copies.
- The online conciliator will review your application and invite your opponent to comment.
- The conciliator submits a proposed solution to both parties.
Cooperation partners of the mediation body:
- Ministerium für Ländlichen Raum und Verbraucherschutz Baden-Württemberg
- Bayerisches Staatsministerium für Umwelt und Verbraucherschutz
- Senatsverwaltung für Justiz und Verbraucherschutz Berlin
- Hessisches Ministerium für Umwelt, Klimaschutz, Landwirtschaft und Verbraucherschutz
- Ministerium der Justiz und für Verbraucherschutz Rheinland-Pfalz
- Ministerium für Wirtschaft, Arbeit, Verkehr und Technologie Schleswig-Holstein
- Gütesiegelanbieter Trusted Shops
- DEVK Versicherungen
- Bundesverband Direktvertrieb Deutschland (BDD)