ADR stands for alternative dispute resolution. It is a procedure in which a consumer and a trader seek to resolve a dispute before an authorised and independent body, usually more simply and quickly than through ordinary court proceedings.

Such disputes may concern undelivered goods, defective services, rejected complaints, refunds or the terms of a consumer contract.

The European Union has revised the rules governing this form of dispute resolution. Directive (EU) 2025/2647 entered into force in January 2026, and Member States must transpose it into national law by March 2028.

A 20-working-day deadline for the trader's reply

The new rules extend ADR to certain disputes involving digital content and services for which the consumer provides personal data instead of paying a monetary price. They also cover certain pre-contractual situations, such as information provided by the trader during advertising or negotiations.

A key obligation for traders is to reply to an enquiry from an ADR entity within 20 working days. Where participation remains voluntary under national law, a trader may decide whether to join the procedure, but must respond to the enquiry.

ADR entities will be able to bundle similar disputes against the same trader and use digital tools. Where such a tool contributes to the outcome, both the consumer and the trader may request a human review.

Online shops and digital service providers should therefore organise their complaint intake, internal deadlines, communication with ADR entities and contractual information for consumers in good time.