How does Euro-Label handle complaints?
At first the e-trader tries to solve the problem directly with the consumer; if a solution cannot be found, or if the consumer is not satisfied by the solution offered by the e-trader, he can fill in the form and send it to the national Euro-Label organisation which will handle the complaint. If, at that level, the customer is still not satisfied, he is directed to a national Alternative Dispute Resolution system in case of a national complaint, or to an international Alternative Dispute Resolution mechanism in the case of a cross-border transaction.
