You don't need a lawyer in another country to fight a delivery dispute with a seller based there. The European Consumer Centres Network mediates for free — just note the old ODR platform this used to work alongside is no longer active.
What ECC-Net Actually Does
When a seller based in another EU member state won't resolve a delivery or refund dispute directly, the European Consumer Centres Network (ECC-Net) — funded jointly by the European Commission and member states — provides free mediation without requiring you to hire a lawyer or navigate a foreign country's courts yourself.
The process typically runs: you first attempt to resolve the issue directly with the seller in writing. If that fails, your own country's ECC office reviews your case — invoices, correspondence, tracking numbers — and if it has legal merit, forwards your file to the ECC office in the seller's country, which then contacts the trader directly to press for a resolution.
Important Correction: The EU ODR Platform Is No Longer Active
The EU's Online Dispute Resolution (ODR) platform, which for years operated as a companion tool alongside ECC-Net for online purchase disputes, was discontinued in July 2025. If you've seen older guidance referencing the ODR platform as a place to submit a complaint, that information is now outdated — it's no longer a functioning route. ECC-Net itself remains fully active, along with national ADR body directories, which now serve as the current primary channels for this kind of dispute.
If Mediation Doesn't Resolve It
If a trader refuses to engage even with ECC-Net's mediation, two further routes exist:
- National ADR bodies: Directive 2013/11/EU guarantees consumers access to independent alternative dispute resolution entities covering e-commerce and delivery-related disputes — check your country's official ADR body directory for the one relevant to your sector.
- European Small Claims Procedure: for cross-border disputes up to €5,000 (the threshold was raised from €2,000 under Regulation (EU) 2015/2421), you can pursue a simplified court procedure using standardized forms, without needing to hire local legal representation in the seller's country.
How to Get Started
- Attempt to resolve the dispute directly with the seller first, in writing, and keep a copy of everything.
- Contact your own country's ECC office (not the seller's) as your first point of contact — they handle the cross-border referral on your behalf.
- Have your invoice, order confirmation, tracking information, and all correspondence with the seller ready — this is what determines whether your case has a viable legal basis to pursue.
- If ECC-Net mediation doesn't resolve it, ask about the relevant national ADR body for your specific type of dispute before considering the Small Claims Procedure.
Related Kibbo Tools
Sources
- European Commission — European Consumer Centres Network (ECC-Net). ec.europa.eu
- EUR-Lex — Regulation (EU) 2015/2421 amending the European Small Claims Procedure. eur-lex.europa.eu