In case of unsolvable complaints Ecommerce Europe offers a Complaints Handling Service. If a consumer has bought cross-border through an online shop that carries the Ecommerce Europe Trustmark, the Complaints Handling procedure is as follows:
In case of a complaint, the consumer should first contact the online shop and try to solve the problem together;
If the consumer and the online shop cannot come to a solution, the consumer can contact the Complaints Handling Service of Händlerbund;
If there is still no solution found, the consumer can contact the Complaints Handling Service of Ecommerce Europe at firstname.lastname@example.org.
In cooperation with the online shop, all will be done to solve the complaint in a satisfying way.