In this article, we explain what complaints handling system you must have available as a PcComponentes Marketplace seller, both if you operate in Spain and if you sell in other European Union countries.
- General obligation
- If your store is legally based in Spain
- If you sell in other European Union countries
- Summary
All sellers operating on PcComponentes Marketplace must have an appropriate system for handling consumer complaints.
This obligation applies both nationally and internationally, depending on the countries where you sell and the consumer regulations applicable in each territory.
If your store is legally based in Spain, you must have a standard complaint form available for consumers who request it.
The form must be the official model approved by the corresponding autonomous community.
You can check the applicable models in the following official link: Models by Autonomous Community
If you sell in other European Union countries, you must clearly inform customers about the complaints handling system available to them.
Bear in mind that requirements may vary by country:
- Portugal: you must be registered in the official Livro de Reclamações system, where consumers can submit complaints directly online.
- France: you must be affiliated with an amicable dispute resolution system. In our case, the organisation used is AME CONSO.
- Italy: you must have an accessible customer service or support centre.
- Germany: you must have an accessible support or customer service centre.
- If you sell in Spain: you must have the official complaint form model of the corresponding autonomous community.
- If you sell in Portugal: you must have the official Livro de Reclamações system.
- If you sell in France: you must have an amicable dispute resolution system.
- If you sell in Italy or Germany: you must have an accessible customer service or support system.
- In all cases: you must comply with the consumer regulations applicable in each country where you operate.