Find below an overview of the situations in which we cannot mediate, and who to contact in that case.
About you, the consumer
No. The fact that your company is named on the invoice or proof of purchase, or that your VAT number is stated, means that the purchase was made in the course of your professional activity or for profit. Consumer law does not apply because you are not acting as a consumer, and the ECC network has no jurisdiction. In that case, the courts are your only option.
We usually contact the consumer directly. This may change if we have the consumer’s written consent to contact their representative.
No. We only deal with cross-border disputes. For a Belgian dispute, please contact Consumer Connect.
No, this falls outside our remit. For purchases from traders outside this area (e.g. in Asia, the US, Turkey or Switzerland), ECC-Net will unfortunatelly not be able to help you.
In these cases, we do not intervene. Did you pay with a credit card or another payment system with buyer protection? Then try that route. Do you suspect fraud? Follow the fraud advice on our website.
No. If we know from experience that the merchant does not cooperate with ECC-Net, we will let you know as soon as possible. Some of these cases are listed on our website; use the search function to check this.
In that case, SOLVIT is the right point of contact, not the ECC network.
No, your contractual partner is the actual seller on the platform. Sometimes this is the platform itself, but often it is a third party. This third party can be a trader, but also a private individual (for example on Vinted or Marketplace). Therefore, we can only be of assistance to you if your actual contractual partner is a trader and is established within the jurisdiction of ECC-Net.
Only the owner is responsible for the conformity of the accommodation. If it concerns a professional owner based in the EU, Iceland, Norway, or the UK, you can file a complaint with us against this trader. If it concerns a private provider, ECC-Net does not have jurisdiction. The courts are your option.
Regarding the nature of the complaint
No. If you are seeking compensation for moral damages for which the amount is not substantiated by material evidence stating a specific amount, ECC-Net cannot assist you. Your complaint falls under the jurisdiction of the court.
No, unfortunately. We can only start mediation once your complaint is supported by the necessary evidence and documents.
No, ECC can only intervene regarding the main issue, namely the delivery or the refund. We cannot. Only if the complaint has a clear legal basis, is sufficiently substantiated with evidence, and is in accordance with the law, can we initiate mediation.
When paying by credit card and with some online payment systems that offer buyer protection, it may be more efficient to use this protection. This is how you proceed.
Yes! In Belgium, there is the Travel Disputes Committee, which specializes in this type of complaint. A similar service also exists in other member states. Check your terms and conditions for more information on this!
Taking into account the amounts involved and the technical nature of the defects, this type of complaint is very difficult to resolve through non-specialized and non-binding mediation. These complaints often require a certain expertise that we do not possess. The best option for you is to contact a lawyer.
If the flight in question departed from a Belgian airport, the FPS Mobility is the authority that can rule on whether or not extraordinary circumstances existed and address the airline about this. We therefore advise you to contact them.
Yes, in principle, but in Belgium, Ombudsfin is a free specialized service for this type of complaint. We therefore recommend that you try to find a solution through them.
The seller is responsible, so you can certainly file a complaint with the ECC. However, it is preferable to first file a complaint with the Postal Sector Ombudsman for a postal investigation. This significantly helps us to mediate with the seller.
Working and limitations of our service
Yes. For any mediation, you must first have written to the trader yourself and given him a reasonable period to respond.
No. We cannot force traders to cooperate, impose sanctions, or have websites shut down. If you wish to report unfair trading practices, please contact the Economic Inspectorate via ConsumerConnect.
Probably not anymore. If your complaint is already being handled elsewhere, we can generally no longer intervene. Please be sure to let us know if another authority is already dealing with the complaint, as intervention by both can make a solution impossible.
It could be:
Your purchase was made by credit card; sometimes the procedure via Worldline is faster.
If you have insurance that covers the purchase or reservation, contact the insurer.
The seller or your payment method offers a buyer protection system. In that case, invoke that protection first.
For cancellation or delay of a flight departing from Belgium due to extraordinary circumstances, please contact the FPS Mobility.
If you know that mediation is not possible and only wish to report the trader, please submit your report to the Economic Inspectorate.
Our resources are limited given the large number of demands per year. We do our best to handle every case as well and as quickly as possible. Please be sure to keep us informed of the progress of your case so that we do not waste time on a case that has already been resolved.
What we expect from you
Correct and complete information, with the necessary supporting documents to substantiate your complaint. Incomplete or poorly structured files that are not completed following our request will be closed. Where possible, avoid phone screenshots: these are often incomplete and make the analysis unnecessarily complex, thereby extending processing time.
Sorry, we require an exclusive mandate.
Submitting the same complaint to other authorities without informing us may compromise or even prevent the resolution of your complaint.
No, any complaint substantiated by law is welcome. However, we reserve the right to refuse a complaint that is disproportionate or insufficiently serious to justify the necessary resources for handling.
You may, of course, ask questions and provide arguments.
However, ECC Belgium has the final say in the decision whether or not to handle your complaint. If you repeatedly challenge the advice, whether or not by using AI, without new arguments, or contact us multiple times in the hope of a different caseworker, you are placing undue and increased pressure on the team that we cannot accept. Your case will then be closed without further action.
No problem, it is allowed. However, do not rely entirely on AI for legal questions: AI answers are not always correct and do not take into account the limits and practical aspects of mediation. Your case is handled by an experienced legal expert who knows both the legislation and the realities in practice.
