Good news for online retailers: As of July 20, 2025, the European Online Dispute Resolution platform, known as the ODR platform, is to be discontinued. What does this mean in practice?
Background
The ODR platform was established by the EU Commission in 2016 based on the European Regulation on Online Dispute Resolution for consumer disputes (ODR Regulation (EU) 524/2013). It aimed to provide an efficient means of out-of-court dispute resolution in e-commerce, particularly affecting online retail. Specifically, consumers were offered the opportunity to submit complaints via the platform, which were then forwarded to an arbitration body. The ODR platform was intended to strengthen consumer protection in online retail and provide consumers with a tool for quick and cost-effective conflict resolution.
In reality, consumer use of the platform and the participation of e-commerce retailers in the arbitration process were very sparse. This was primarily because, while online retailers were obliged to provide an "easily accessible" link to the ODR platform on their website and to draw attention to its existence in their general terms and conditions, they were not obliged to participate in an arbitration procedure. As of today, only about 2% of consumer complaints received a positive response.
Consequently, the European Commission has decided to permanently discontinue the ODR platform as of July 20, 2025, under Regulation (EU) 2024/3228. The submission of complaints will only be possible until March 20, 2025.
Practical Implications
Action is therefore required from online retailers again.
By July 20, 2025, references and links to the ODR platform should be removed from websites – especially from the impressum (legal notice) – and general terms and conditions. However, this does not apply to references to alternative consumer dispute resolution bodies!
If cease-and-desist declarations subject to penalty were issued due to missing references to the ODR platform, online retailers should now also have any termination options reviewed.
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