The EU is ending the previously mandatory online dispute resolution platform

According to the official Regulation 2024/3228, the European Commission will shut down the online dispute resolution platform (ODR platform) on July 20, 2025. This results in specific obligations for all online retailers and service providers. We show you what measures you need to take to stay on the safe side legally.

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John Tsangaris
March 20, 2025
March 20, 2025

Why is there a shutdown?

The ODR platform was introduced in 2016 by the ODR Regulation (EU 524/2013) to provide consumers and companies with a means of resolving disputes out of court. The reasons for the shutdown are clear:

Minimal use: Only around 200 cases per year were successfully processed via the platform across the EU

Direct solutions: Most disputes are resolved directly between retailers and customers

Cost-benefit ratio: The operating costs are disproportionate to the benefits

From March 20, 2025, no new complaints can be submitted and on July 20, 2025, the dispute resolution platform will be completely discontinued.

Necessary measures for companies

The deactivation of the dispute resolution platform has a direct impact on your legal texts:

Until July 19, 2025:

Retain the reference to the ODR platform

As of July 20, 2025:

Remove all references to the ODR platform:

Imprint

GTC

E-mail signatures

Website footer

Marketplace profiles (Amazon, eBay etc.)

The absence of a notice after July 20, 2025 no longer constitutes an infringement. However, a notice that continues to exist can be cautioned as a misleading commercial act.

Special caution with cease-and-desist declarations

Have you issued a cease-and-desist declaration regarding the ODR platform in the past? Then you must formally terminate it due to the legal changes. A cease-and-desist declaration is a legally binding obligation towards a warning letter issuer. Otherwise, you risk a contractual penalty despite the fact that the legal obligation no longer applies, as your contractual obligation continues to exist.

Concrete procedure

Check your online presence for references to the OS platform

Plan the timely removal by July 20, 2025

Remove the standard notice"The European Commission provides a platform for online dispute resolution (ODR): https://ec.europa.eu/consumers/odr. You can find our email address in the legal notice above."

Observe existing cease-and-desist declarations and consult a lawyer if necessary

Note: The information obligations under the ADR Directive (Alternative Dispute Resolution Directive) continue to apply. These obligations include information on whether you are willing or obliged to participate in alternative dispute resolution procedures.

Legal basis

The shutdown of the ODR platform is based on EU Regulation 2024/3228, which was adopted on December 19, 2024. This regulation repeals the original legal basis for the ODR platform, Regulation (EU) 524/2013, as of July 20, 2025. This legal change also removes the obligation for companies to provide information.

Conclusion

The shutdown of the ODR platform removes a bureaucratic hurdle, but requires active action from all online retailers and service providers. The transition in particular - with the obligation to provide information by July 19 and the ban from July 20, 2025 - harbors risks. A programmed conversion of your legal texts by the deadline or timely preparation is recommended.

Are you unsure whether you are affected by the regulation or do you need help with implementation? Please feel free to contact us!