The first step in trying to solve a dispute with a member of our Foundation is clear communication with the store itself. By reporting your complaint and proposing a solution, the store has the possibility to come up with a suitable solution.
Can’t you come to a solution with the store? Then it is possible to switch to the dispute mediation from the WebwinkelKeur foundation. The WebwinkelKeur foundation will try to mediate independently in order to find a solution.
Do you want to switch to the dispute mediation from the Webwinkelkeur foundation? Then you can search for the customerpage from the online store through the memberlist, accordingly click on ‘toon details (show details)’ and finally click on ‘geschil openen (open dispute’) on the page which follows. Finally you will receive a form with which you can report your complaint.
The form to report a dispute
The form in itself is in Dutch, for an easy translation you can visit translate.google.com.
When you report a dispute the online store receives a message along with the oportunity to find a fitting solution within seven days. When the store isn’t able to do so, then the WebwinkelKeur foundation will mediate after these seven days. The mediation will be done based on the Dutch Law.
While the mediation is going on we will find a solution together with you and the online store. When even a solution can’t be found despite our intervention, then the WebwinkelKeur foundation provides an independent arbitration committee in collaboration with DigiDispuut. This committee deals with disputes and develops a binding decision. This prevents legal costs for both sides.
For dispute mediation you need to follow the following phases:
- Communicate your complaint to the store and ask for a fitting solution
- Can’t you find a fitting solution with the online store after seven days? Then you can ask the WebwinkelKeur foundation for mediation.
- When even we can’t find a solution between you and the online store then the complaint can be forwarded to DigiDispuut. DigiDispuut develops a binding decision.