Distance shopping, e-commerce: steps and recourse in case of dispute
Verified 22 March 2021 - Directorate for Legal and Administrative Information (Prime Minister)
In case of a problem following a remote purchase (e-commerce via internet, telephone...), you must first seek an amicable solution (arbitration, mediation...). To do this, you must first contact the seller. You can also file a complaint on the online ODR. platform. If this does not work, you have to call on the consumer ombudsman. Finally, as a last resort, you can go to court. In case of deception, you must call on the DGCCRF: titleContent.
Seller located in France
Contact Seller
You must first contact the customer service by e-mail or telephone.
Then, if there is no response or if the response is not satisfactory, you should contact the consumer service.
Their contact details must be on the seller's website or on the invoice.
They are included in the "General Terms and Conditions of Sale" (GTC) or in "Legal Notice".
FYI
the telephone call to customer or consumer service cannot be overcharged, you pay the price of a local call.
If you don't get satisfaction, you need to write a registered letter with acknowledgement of receipt.
The letter shall contain the following elements:
- Understanding Your Problem
- Purchased Product References
- Copy of your invoice
- Presentation of a solution that will suit you (e.g. a new delivery)
Please note
you must keep a copy of each document proving your steps (postal letter, acknowledgement of receipt, emails, reply from the seller, invoice for purchases, etc.)
Seek advice from an association
To advise you in your steps, you can contact a consumer association.
Entering the Online Dispute Resolution Platform
If you have not found a solution by contacting the seller, you can file a complaint on the online dispute resolution platform (ODR. platform).
Online dispute resolution - domestic or EU purchases
Entering a Consumption Mediator
If the problem is not resolved, you must call on a consumer mediator.
Online dispute resolution - domestic or EU purchases
You can choose a mediator from the following list:
In case of unfair commercial practice
If you believe that you have been falsely informed about the price (product or delivery) or have been deceived, you must alert the DGCCRF: titleContent.
Example :
We sold you a leather couch that turns out to be made of imitation leather. The new smartphone purchased is in fact a reconditioned product.
Who shall I contact
- Directorate-General for Competition, Consumer Affairs and Fraud Prevention (DGCCRF)
Tasks: compliance with competition rules, economic protection of consumers, safety and compliance of products and services
By telephone
3939
Cost: free service + call price (learn more)
Monday and Thursday: 8.30am to 6.15pm
Tuesday and Wednesday: 8:30 am to 1 pm
Friday: 1pm to 5pm
From overseas and the foreigner: +33 (0) 1 73 60 39 39 (only from a landline, cost of a call + variable call cost depending on the country and operator)
By E-mail
Access to contact form
Finally, when you have not been able to reach an amicable solution, you can go to court.
In the case of an offense (deception, swindle, etc), you must bring the matter before the criminal justice complaining.
For all other cases, you must enter the civil justice.
Seller located abroad
The situation varies depending on whether the seller is located in one of the Member States of the European Union, Norway, Iceland, the United Kingdom or any other country.
Répondez aux questions successives et les réponses s’afficheront automatiquement
European Union, Norway, Iceland, United Kingdom
The dispute is less than €2,000
You must file a complaint on the online dispute resolution platform.
The dispute is greater than or equal to 2,000 €
You must contact the European Consumer Center France.
Who shall I contact
Other country
You must enter the International Consumer Protection and Enforcement Network (ICPEN) online.
It deals with claims against sellers located in the 28 member countries of the network (including the United States).
File a complaint about a purchase made on a foreigner website
The trader is not identifiable
If the seller's country is not specified or if the trader is not identifiable, you have the option to report online on the following platform:
Report illegal internet content (internet-reporting: Pharos)
- Consumer Code: Article L231-1Law applicable to the cross-border contract
- Consumer Code: Articles L232-1 to L232-6Law applicable to the cross-border contract
- Consumer Code: Article L121-16Prohibition on setting up a surcharged number
- Consumer Code: Articles L211-1 to L211-4Right to mediation (Article L211-3)
- Consumer Code: Articles L441-1 to L441-5Deception, unfair commercial practice
- Consumer Code: Articles L612-1 to L612-5Conditions for mediation
- Consumer Code: Articles R612-1 to R612-5Procedure for mediation
- Consumer Code: Articles L616-1 to L616-3Consumer information and assistance
- Consumer Code: Articles R616-1 to R616-2Consumer information and assistance
- Consumer Code: Article R631-3Court having jurisdiction
- European Regulation No 524-2013 of 21 May 2013 on the online settlement of consumer disputesSettlement of consumer disputes
- Finding a Consumer Mediator
Search tools
- Online dispute resolution - domestic or EU purchases
Online service
- Time limits for reflection and withdrawalService-Public.fr
- Distance selling: consumer’s right of withdrawalService-Public.fr
- Remote purchasing: delivery of the goods or performance of the serviceService-Public.fr
- ScammingService-Public.fr
- Guide for consumer associations (PDF - 993.5 KB)National Institute of Consumer Affairs (INC)
- Online Shopping Guide (PDF - 1.6 MB)National Institute of Consumer Affairs (INC)
- Buy online in 10 questions and answersNational Institute of Consumer Affairs (INC)
- Member companies of the Federation of Distance Selling companies (Fevad)Federation of e-commerce and distance selling (Fevad)
- Practical tips for buying online on European websitesEuropean Consumer Center France
- Online Dispute Resolution PlatformNational Institute of Consumer Affairs (INC)