Education ODR Facilitator of startADR is the first academic-level program in Europe, dedicated to specialized electronic dispute resolution from online markets for products and services.

The aim of the program is to high-quality training of professionals, capable of coordinating with neutrality, documentation and efficiency electronic differences between consumers and traders, in the context of e-commerce and online services.

Trainees who successfully complete the program have the opportunity to join the Register of Certified ODR Facilitators of startADR, which supports the electronic consumer dispute resolution platform startODR.

The electronic platform startODR was created within the framework of the European ODR4ALL program and is already operating in Greece for the receipt and management consumer complaints from online shopping, products, and services.

What is an ODR Facilitator?

THE ODR Facilitator it is a new professional profile in the field of alternative dispute resolution (Alternative Dispute Resolution), oriented exclusively to e-commerce and the cross-border consumer protection.

He is not a mediator or an arbitrator. He is neutral special coordinator, who:

• analyzes the positions of the consumer and the merchant,
• supports the parties in clearly formulating their requests,
• documents resolution proposals based on EU and national consumer law.
• suggests the best form for continuing to resolve the dispute (mediation, justice), in case the parties wish to escalate their dispute.

Its mission is to provide a fair, fast and accessible process, at no cost to the consumer, at low cost to the merchant/business and without recourse to the competent courts.

What does the ODR Facilitator Training program offer?

The program is a combination of high-level academic theoretical training and practical application, designed specifically to meet the real needs for dispute resolution in the e-commerce sector.

This is not general ADR training, but rather targeted training in the field of consumer disputes via the internet, with emphasis on the ADR Directive and the requirements of the digital market.

20-hour specialization with full academic documentation and practical focus

• The program was developed based on startADR's experience from startODR platform and the European project ODR4ALL.
• Includes teaching modules, case studies, simulations, and mapping of practical difficulties from real e-commerce incidents.
• Each section is enriched with regulatory, legal and practical tools, suitable for facilitators, compliance officers, trainers and consumer support executives.
  
  

Training from specialized lecturers

The speakers come from the following fields:

• her alternative dispute resolution (ADR) and in particular by consumer forums and committees,
• of e-commerce law, with academic and applied experience,
• her ODR technology, with experience in platform design, user experience and complaint resolution,
• her institutional support for ADR bodies, with involvement in European committees and projects.

They combine a scientific background and daily involvement with electronic complaints, moderation and cross-border disputes.

Full understanding of the ODR institutional framework

The program covers in depth:

• The Directives 2011/83/EU and 2013/11/EU, as incorporated into Greek law,
• International and Greek case law regarding overcharging, misleading practices, consumer exclusions and illegal terms of use,
• ADR assessment criteria for entities by the European Commission, and harmonization practices with ODR platforms and marketplaces.

Trainees will be able to interpret, apply and utilize consumer law in a digital environment.

Targeted practical training

B2C communication facilitation techniques:
How do we approach a consumer who is seeking compensation and a merchant who claims to have been wronged?

Use tools documentation & templates:
Exercises on complaint forms, settlement proposals and decision templates.

Analysis of electronic contracts:
How do we identify problematic terms, opacity, discrepancies and non-compliant practices.

ODR platform function:
Presentation of how to receive/assign cases, manage and monitor the case, as well as issue the proposal to resolve the dispute.

Participation in realistic case simulations

In the second week of the program, participants participate in Mock Cases based on:

• cases of order cancellation/missing products,
• disputes over subscriptions or automatic charges,
• violation of the right of withdrawal,
• illegal or abusive practices of traders.

Each participant is asked to draft a documented solution proposal and apply real facilitation and legal reasoning skills.

Certification and professional inclusion in the startADR ODR Facilitators panel

After successful evaluation:

Published Official ODR Facilitator Training Attendance Certificate

• graduates enroll in startADR ODR Facilitators Panel
• acquire possibility of taking on cases in collaboration with the platform startODR,
• gain visibility in European level as professional ODR facilitators, specialized in the electronic resolution of consumer disputes arising in the context of e-commerce.

The certificate is not only a title, but also a tool for active professional activity.

Who is the ODR Facilitator Training aimed at?

The program is aimed at those who wish to acquire a specialized role in resolving disputes arising from electronic transactions, e-commerce products and services. It is not only aimed at those with legal studies, but also at professionals who have relating to law, commerce, customer service or market regulation.

Lawyers with a focus on consumer or commercial law

• Lawyers and legal advisors looking for specialization in electronic consumer dispute resolution in e-commerce (CADR) based on the Directives 2011/83/EU and 2013/2011 and the relevant national legislation.
• Professionals who manage orders, consumer complaints or B2C and B2B contracts and wish to acquire new area of professional activity.
• Lawyers who wish to participate in European alternative dispute resolution systems with a cross-border character.
  
  

Customer Service Specialists (Customer Relations & Support)

• Customer service executives of e-shops, subscription services or providers who:
  – manage consumer complaints and grievances,
  – communicate with dissatisfied customers,
  – coordinate conciliation or escalation procedures for complaints.
• The program provides them structured conflict resolution skills with a focus on accessibility, legislation and fair communication.
  
  

Executives of online stores, online marketplaces and digital services

Professionals working in online stores, shopping platforms or digital subscription applications.

The program covers:

• the trader's obligations and the consumer's rights under EU consumer law,
• consumer expectations,
• B2C conflict resolution techniques,
• the possibility of compliance through an external dispute resolution mechanism (ADR/ODR).
  
  

Mediators and ADR professionals

Those who have already been trained in mediation or arbitration and wish to:

• to specialize in digital consumer disputes,
• to join a new network of ADR/ODR Facilitators,
• to acquire access to cases via the startODR platform,
• to upgrade their skills based on the European standards.

Whether you are a lawyer, consultant, or service professional, startADR's ODR Facilitator training opens a new path for you in the digital justice and e-commerce professions.

Why choose startADR's ODR Facilitator Training

The program is not just another training. It is the first institutional educational path in Europe which prepares specialists for the digital dispute resolution from online purchases of products or services. Offers academic knowledge, cutting-edge know-how and immediate professional prospects in Europe and internationally.

The only specialized program in Europe

There is no other similar program that focuses on exclusively in the role of ODR Facilitator for disputes from online purchases.

The program:

• combines legal training,
• practical facilitation techniques,
• and real usage scenarios,
  offering full preparation for active involvement in cross-border disputes.

Gain a head start in a rapidly growing industry, based on EU law.

Direct connection to the European startODR platform

The program is not detached from the market, but on the contrary is organically connected to the startODR platform, which was implemented with European co-financing within the framework of the European ODR4ALL program.

Graduates of the program have the opportunity to:

• to join the official startADR ODR Facilitators Register,
• to receive real case assignments,
• to develop professionally with a documented role in digital dispute resolution.

You learn by doing and you immediately integrate into it.

Leverages startADR's expertise

The curriculum is based on experience 10 years in the field of electronic consumer dispute resolution, but also in platform innovations startODR, which enjoys European and international recognition and credibility.

You don't just gain knowledge. You gain expertise from the very people who developed it.

Recognition by market and societal actors

The program and certificate are recognized:

• from consumer organizations,
• e-commerce operators,
• professional associations,
• trade and business associations

Beyond personal support, it is institutional compliance tool for businesses and organizations who handle complaints or allegations.

Your name on a certified Facilitators register is the step from theory to practice.

Scope of application for ESG, DSA and compliance obligations

The integration of ODR mechanisms in businesses, through certified ODS Facilitators, contributes to:

• in compliance with the requirements of the Digital Services Act,
• in creating structures suitable for ESG reporting (social pillar),
• in the documentation horizontal dispute resolution policy for B2C or online platforms,
• in strengthening the corporate reputation, trust and consumer protection.

As a trained ODR Facilitator, you become an integral part of the sustainability, reliability and accountability policies of organizations operating in the digital environment.

Early bird discount 20% for registrations up to 15 days before the start date.
Register via the form here.

Do you want to receive the top ODR Facilitator training?

Complete the following training application form now. ODR Facilitator or contact us for additional information