With the adoption of Regulation (EU) 2024/3228, the European Union is formally ending its Online Dispute Resolution (ODR) platform. For businesses running websites or online shops, this marks an important shift in legal and compliance obligations.

The ODR platform was launched in 2016 with the aim of offering a simple, central channel for resolving disputes stemming from online purchases. Its mission wasn’t simply to “connect” consumers with alternative dispute resolution (ADR) bodies, but to act as a digital facilitator: users could initiate formal complaints through the platform, which would then notify the trader. If both parties agreed, the platform would forward the case to a certified ADR body, kickstarting a structured resolution process.

The obligation to link to the ODR platform applied to all businesses established within the EU that entered into online sales or service contracts with consumers. This included not only traditional online shops but also digital marketplaces, service providers, and any commercial websites offering goods or services to end consumers via electronic means. The link had to be placed in a way that was easily accessible, typically within the legal notice (Impressum) or the general terms and conditions. Importantly, the requirement was independent of company size—even small businesses and solo entrepreneurs were subject to it, as long as they operated online and targeted consumers. Failure to comply often led to warnings and legal disputes, especially in the early years of enforcement, making it a key compliance issue for the entire digital commerce sector.

Despite its potential, the platform never reached wide adoption. After extensive evaluation in 2022, the European Commission deemed the platform ineffective. This led to its repeal via Regulation 2024/3228, laying out a clear roadmap for decommissioning:

• The platform will stop accepting complaints on March 20, 2025.
• All data will be deleted, and the platform will be shut down permanently on July 20, 2025.

Notably, businesses that had registered with the ODR platform were not formally informed by the European Commission about its discontinuation. Despite the significant implications, no direct communication—such as emails—was issued to affected traders. This lack of outreach has led many entrepreneurs to discover the platform’s repeal only through third-party reports or during routine compliance checks. As a result, some businesses may now face unexpected updates to their legal notice and general terms, scrambling to remove outdated references to a tool that has quietly vanished.

Participation in alternative dispute resolution (ADR) is generally voluntary for businesses. However, exceptions apply in two key cases:

• First, if a company has explicitly declared its willingness to participate, it is then bound by that declaration.
• Second, mandatory participation applies in certain regulated sectors, such as financial services, energy supply, or telecommunications, where sector-specific legislation requires engagement with recognized consumer arbitration boards.

Outside of these cases, businesses are not legally obliged to take part in ADR proceedings, but they must still inform consumers about available ADR options and name at least one certified ADR entity.

This can be done by including a clear statement in the company’s legal notice (Impressum), general terms and conditions (AGB), or other publicly accessible documentation, along with a reference to a recognized ADR body—such as via this official EU directory.

Please consider that this article is intended solely for informational purposes and does not constitute legal advice. It highlights current regulatory developments concerning alternative dispute resolution (ADR) and related obligations for website operators. For specific legal questions or compliance assessments, readers should consult a qualified legal professional, their local chamber of commerce, or their EU representative.

If you have any questions, feel free to get in contact.

Featured image comes from pexels.