Distance shopping, e-commerce: procedures and recourse in case of dispute

Verified 26 August 2025 - Directorate of Legal and Administrative Information (Prime Minister)

You have made a remote purchase (by internet, by phone...), you encounter a problem (for example, the ordered good has never been delivered to you, it arrived damaged, you are waiting for a refund) and you want to know what steps to take? We guide you step by step.

The rules differ depending on whether the seller is located in France, in the European Union (EU) or abroad.

All contracts for the sale of goods or the provision of services (including digital content or digital services) are covered by the following information. On the other hand, the distance selling of financial services is not dealt with in this sheet.

Seller located in France

Before starting your procedures, you must be aware of the following information:

  • If your purchase was made on the internet and it is not suitable for you, you have, under conditions, a period of 14 calendar days to return the good. Thus, you can assert your right of withdrawal.
  • If no delivery date has been transmitted to you during your purchase, the seller has a period of 30 days schedules for routing it. You will not be able to start your procedures until the expiry of this period.

Step-by-step approach

You must first search for a amicable solution.

To do this, you must contact the customer service by email or phone.

In the absence of a response or if you are not satisfied with the response, you must contact the consumer service. The contact details must appear on the seller's website or on the invoice. They can be found in the “General Terms and Conditions of Sale (GTC)” section or in the “Legal Notice” section.

FYI  

The phone call to customer or consumer service can not be surcharged, you pay the price of a local call.

If you do not get satisfaction, you can write a registered letter with acknowledgement of receipt.

This letter must contain the following elements:

  • Presentation of your problem (the property has not been delivered)
  • References of the product purchased
  • Copy of your invoice
  • Presentation of a solution that suits you (for example: a new delivery).

Please note

You must keep a copy of each document proving your steps (postal letter, acknowledgement of receipt, emails, response of the seller, invoice of purchases,...).

To help you in your steps, you can contact a consumer association. It can act as a preventive measure to find amicable solutions and has the legal capacity represent your interests in court.

If the problem is not solved, you can call on a consumer ombudsman.

You can choose a mediator using an online service:

Finding a consumer mediator

FYI  

The contact details of the mediator to whom the professional depends are listed on the seller's website, in the GTC.

To appeal to the consumer ombudsman, you must:

  • have previously attempted to settle your dispute with the seller,
  • and do it before going to court.

FYI  

The use of the consumer ombudsman is a service free.

Finally, when you have not been able to reach an amicable solution, you can go to court.

In the case of an offense (for example, in the case of deception, i.e. misleading a person by any means, or in the case ofscam), you must bring the matter before the criminal justice authorities in lodging a complaint.

For all other cases, you must enter the civil justice (poor performance of the contract for example). Depending on the amount of your dispute, you will need to get closer to the protection litigation judge or the court.

Who shall I contact

FYI  

You may have a legal protection. We recommend that you check this point in your insurance policies (home, car,...) or contract related to your credit card. If this is the case, you will be able to obtain legal information and, under certain conditions, the assumption of some of your costs or the assistance of a lawyer in legal proceedings.

If you believe that you have been falsely informed about the price (product or delivery) or have suffered a deception, you must alert the DGCCRF: titleContent.

Example :

We sold you a leather sofa that turns out to be faux leather. The smartphone purchased new is actually a refurbished product.

Who shall I contact

  • Directorate-General for Competition, Consumer Affairs and Fraud Prevention (DGCCRF)

    If you wish to report a difficulty encountered with a merchant

    On the internet

    You can use the site Conso signal.

    The DGCCRF and the merchant concerned will be informed of your approach.

    By phone

    0809,540,550

    Number not overtaxed

    Opening hours:

    • Monday and Tuesday: from 8.30am to 12.30pm and from 1.15pm to 5.15pm
    • Wednesday: from 1:15 pm to 5:15 pm
    • Thursday: from 8:30 to 12:30
    • Friday: from 8:30 am to 4 pm

    By mail

    DGCCRF - ReplyConso - BP 60 - 34935 Montpellier Cedex 9

Seller located in the EU, Iceland, Norway or the UK

Step-by-step approach

You must first contact the professional by post or email to customer service or via the online complaint form (or a message via social networks when the latter option is possible).

Your writing should include the following:

  • Presentation of your problem (the property has not been delivered)
  • References of the product purchased
  • Copy of your invoice
  • Presentation of a solution that suits you (for example: a new delivery).

Please note

If you are in dispute with a trader located in the EU, Iceland, Norway or the United Kingdom, you can also contact the European Consumer Center France.

This procedure allows you to reverse the payment order you made, using your credit card, and to request a refund of your purchase, if the seller has not respected its commitments.

To set up the chargeback procedure, also called chargeback procedure, you need to contact your bank.

Warning  

You must have, previouslysubscribe to this option from your bank. This service is paid for and is not set up automatically.

If you have tried to settle your dispute amicably and your attempts have not been successful, you can european small claims procedure, except for Denmark.

Warning  

This procedure can be set up only for disputes below €5,000.

Seller located abroad

You must enter the International Consumer Protection and Enforcement Network (ICPEN) online.

It handles claims against sellers located in the 28 member countries of the network (including the United States).

Filing a complaint about a purchase made on a foreigner website

Who can help me?

Find who can answer your questions in your region

  • For any consumer needing assistance on a consumer subject in France

    0809 540 550 DGCCRF - ConsoResponse

    Are you experiencing a problem following a purchase? Do you have a question on a point of law before buying or ordering?

    You can get an answer from an agent of the DGCCRF: titleContent by calling the 0809,540,550.

    Opening hours of the service:

    Number not overtaxed

    • Monday and Tuesday: from 8.30am to 12.30pm and from 1.15pm to 5.15pm
    • Wednesday: from 1:15 pm to 5:15 pm
    • Thursday: from 8:30 to 12:30
    • Friday: from 8:30 am to 4 pm

  • For any consumer residing in France having a problem with a trader located in another country of the European Union, as well as in Norway, Iceland or the United Kingdom

    European Consumer Center France