After order
Solve a purchase problem
Identify the nature of the problem and the responsible seller, and then gather your evidence. A factual claim and a specific request make the file easier to process.
Describe what happened
A change of mind, a breakdown, an absent package and a different product do not fall within the same range. Write down what you ordered, what was announced and what happened. On a marketplace, find "sold by" and the company on the invoice. The platform and the seller may be different.
A purchase between individuals, a trip or a professional contract may require other rules. Use the corresponding route before asking for a solution.
Choose the appropriate route
| Situation | Elements to be noted | Guide |
|---|---|---|
| Packages absent or damaged | Date announced, follow-up, observation | Delivery and packages |
| Change of opinion | Reception, nature of produce, conditions | Returns and refunds |
| Failure or non-compliance | Invoice, default, reference | Guarantees and VAS |
| Third-party seller | Seller, sender and platform | Seller and marketplace |
| Contested subscription | Contract, deadlines, termination | Subscriptions |
Gathering useful evidence
- Confirmation and invoice with seller, amount and reference.
- Offer and conditions kept at the time of purchase.
- Dates, tracking and proof of receipt.
- Relevant photos of the product or damage.
- Copies of claims and responses by date.
Keep the originals and hide unnecessary copy information. A capture must show the useful information and date when it is available. A password, validation code or full card number is not used to explain an order problem.
A complaint framework to be adapted
Use an official vendor channel and keep track of the shipment. Replace the fields with your facts, without adding any rule or time limit you have not checked.
Subject matter: [reference].
On [date], I ordered [product or service] for [amount]. The offer provided [relevant element]. I found [specific facts] on [date].
You will find [list of exhibits] as a complement. I am asking you [specific solution]. Thank you for replying in writing on the proposed suites and modalities.
Avoid accumulating multiple incompatible reasons. A clear timeline and request make processing easier. Note each answer and explain what remains unresolved.
If the problem persists
The DGCCRF advises a prior complaint to the professional with a written record. In case of failure, look for the mediator designated in the conditions or documents of the company. Check directly its conditions of admissibility and the deadlines before filing your file.
SignalConso The company can be informed and the DGCCRF can intervene if necessary. The reporting and your individual refund application have distinct roles.
For a cross-border purchase, identify the country of the professional and see the orientation of the public record below. In case of suspicion of fraud, ask your bank what procedure corresponds to the payment: the possibilities depend on the transaction and the file.
Frequently Asked Questions
Can the directory set my order?
The website form is used for directory corrections. For an order, contact the seller on your invoice, then the competent service or mediator. Do not forward your business file to the directory.
Does SignalConso guarantee a refund?
No. SignalConso allows to report a problem and inform the company and the DGCCRF. Reporting is not a refund decision.
How can I make my file understandable?
Sort the pieces by date and prepare a short chronology: order, expected delivery, finding, complaint, answers. Distinguish the established facts from your assumptions and precisely formulate the solution requested.
Sources consulted and related content
- DGCCRF — Resolving a consumer disputeClaim and referral to appeals.
- DGCCRF — Consumer mediationPerimeter and conditions to be checked.
- Purchase checklistsPrepare the information before ordering.