Distance shopping, e-commerce: steps and recourse in case of dispute

Verified 12 May 2023 - Directorate for Legal and Administrative Information (Prime Minister)

You have made a purchase at a distance (by internet, telephone...), you encounter a problem (the ordered good has never been delivered to you, it arrived damaged, you are waiting for a refund,...) and you want to know what steps to take?

We guide you step by step.

The rules differ depending on whether the seller is located in France, in the European Union (EU) or abroad.

All contracts for the sale of goods or the provision of services (including digital content or digital services) are covered by the following information. However, distance selling of financial services is not covered in this fiche.

Seller located in France

Before you begin your process, you should be aware of the following information:

  • If your purchase was made on the Internet and it does not suit you, you have, under conditions, a period of 14 days to return the property. This way, you can make your case right of withdrawal.
  • If no delivery date has been transmitted to you during your purchase, the seller has a period of 30 days to get it. You will not be able to start your application until the end of this period.

Step-by-step approach

You must first search for a amicable solution.

To do so, you must contact the customer service by e-mail or telephone.

If there is no response or if you are not satisfied with the response, you should contact the consumer service.

Their contact details must be on the seller's website or on the invoice.

They appear in the section “General Terms and Conditions of Sale (GTC)” or in the section “Legal notices”.

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 can write a registered letter with acknowledgement of receipt.

The letter shall contain the following elements:

  • Presentation of your problem (the property has not been delivered)
  • 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 of purchases,...).

To help you in your efforts, you can contact a consumer association. It can act as a preventive measure to find amicable solutions and to legal capacity represent your interests in court.

If the problem is not resolved, you can call on a consumer mediator.

You can choose a mediator using an online service:

Finding a Consumer Mediator

FYI  

the contact details of the mediator on which the trader depends are entered on the seller's website, in the GCS.

If you wish to use the Consumer Ombudsman, you must:

  • have previously tried to settle your dispute with the seller,
  • and do so before going to court.

FYI  

the use of the consumer ombudsman is a service free.

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

Please note

you do not have to go through mediation before filing your complaint on the platform. But, this step is recommended.

Finally, when you have not been able to reach an amicable solution, you can go to court.

In the case of an offense (for example, deception, i.e., misleading a person by any means, orswindle), you must bring the matter before the criminal justice complaining.

For all other cases, you must enter the civil justice (e.g. poor performance of the contract). Depending on the amount of your dispute, you will need to get closer to the protection litigation judge or the court.

Who shall I contact

FYI  

You may have a legal protection. We recommend that you check this point in your insurance contracts (home, car,...) or contract related to your credit card. If so, you may be able to obtain legal information and, under certain conditions, to pay for some of your expenses or to assist a lawyer in legal proceedings.

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)

    If you want to report a difficulty encountered with a merchant

    On the Internet

    You can use the site Conso Signal.

    The DGCCRF and the merchant concerned will be informed of your request.

    By telephone

    0809 540 550

    No surtax number

    Hours of operation:

    • Monday and Tuesday: from 8:30 am to 12:30 pm and from 1:15 pm to 5:15 pm
    • Wednesday: 13:15 to 17:15
    • Thursday: from 8:30 to 12:30
    • Friday: from 8:30 am to 4 pm

    By mail

    DGCCRF - ResponseConso - BP 60 - 34935 Montpellier Cedex 9

FYI  

You may have a legal protection. We recommend that you check this point in your insurance contracts (home, car,...) or contract related to your credit card. If this is the case, you will be able to obtain legal information and, under certain conditions, the payment of some of your expenses or the assistance of a lawyer in legal proceedings.

Seller located in EU

Step-by-step approach

You must first contact the professional by mail or email to customer service or via the online complaint form (or a message via social networks when the latter option is possible).

Your writing must contain the following elements:

  • Presentation of your problem (the property has not been delivered)
  • Purchased Product References
  • Copy of your invoice
  • Presentation of a solution that will suit you (e.g. a new delivery)

Please note

If you are in dispute with a trader located in the EU, Iceland, Norway or the UK, you can also call on the European Consumer Center France.

This procedure allows you to revert the payment order you made, using your credit card, and to request the refund of your purchase, if the seller has not respected his commitments.

To set up the chargeback procedure, you must contact your bank.

Warning  

you must have, before, subscribes to this option, with your bank. This service is paid for and is not implemented automatically.

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

If you have tried to resolve your dispute amicably and your attempts have not been successful, you can use the European Small Claims Procedure, except for Denmark.

Warning  

This procedure may be established only for disputes below €5,000.

Seller located abroad

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

Who can help me?

Find who can answer your questions in your region

  • European Consumer Center France

  • 0809 540 550 DGCCRF - ResponseConso

    Having trouble following a purchase? Do you have a question about a point of law before buying or ordering?

    You can get an answer from a DGCCRF: titleContent by calling the 0809 540 550.

    Opening hours of the service:

    No surtax number

    • Monday and Tuesday: from 8:30 am to 12:30 pm and from 1:15 pm to 5:15 pm
    • Wednesday: 13:15 to 17:15
    • Thursday: from 8:30 to 12:30
    • Friday: from 8:30 am to 4 pm