1. If you encounter a problem, always inform the seller about it. If the seller values their reputation, they will likely resolve the issue without involving other institutions in the dispute resolution process.

2. If the seller does not resolve the problem or fails to respond after you send a written complaint, seek assistance from ECC Latvia. ECC Latvia can help with complaint resolution only if the seller operating on the specific online platform is registered in an EU member state, Norway, or Iceland.

More information on submitting a complaint to ECC Latvia is available here: https://ecclatvia.lv/lv/iesniegt-sudzibu

3. If the seller is not registered in an EU member state, Norway, or Iceland, one possible solution is submitting a complaint through the econsumer.gov cross-border dispute resolution portal (if the respective country is a participant in the portal).

econsumer.gov is an international online dispute resolution network established in 2001 to reduce cross-border fraud and build consumer trust in online shopping. Initially launched by 13 countries, the project now includes over 40 countries, including Latvia. The platform consists of two components: a public website, where consumers can submit cross-border complaints, and institutional access, where the relevant authority receives complaints via the U.S. Federal Trade Commission’s consumer complaint database.

4. If the out-of-court dispute resolution process fails and the seller does not fulfill the consumer’s request, the consumer can initiate legal proceedings under the European Small Claims Procedure.