Online Dispute Resolution


How much are you spending on processing consumer complaints and claims? What is the external and internal spend on dispute resolution?  What is the cost in terms of negative customer experience and loss of goodwill?  What is the true cost of a customer complaint and how is that measured?  What is the cost of a customer claim?

IMRG and Ashfords LLP will dive into the world of payment, delivery and product disputes between retailer and customer. This session will look at the following areas: 

  • Explanation of ODR and overview - examples of ODR in practice e.g. eBay/Paypal
  • How can Alternative Dispute Resolution methods be used to improve customer experience and save cost.
  • Where can ODR fit into your processes.
  • Different ODR methods - platform only / platform with determination service / importance of impartiality

Open to retailers and IMRG suppliers to the retail industry, the event will run between 09:00 and 12:30 and is held in Central London.

Who Should Attend?

This forum is designed to provide retailer and supplier members and overview of consumer rights, and ideas about handling customer disputes. If your role or responsibility falls into one of the below, you will benefit from attending our forum.

  • Marketing Managers / Directors 
  • Commerical Manager / Directors 
  • Customer Service Manager / Director 
  • Trading Manager / Director

This event is open to all IMRG supplier members and our retail community.

Where Is It?

This forum will be hosted at Ashords Office. 

Ashfords LLP

1 New Fetter Lane London EC4A 1AN

Event Date 27th Feb 2019 to 27th Feb 2019
Event Time 09:00 to 12:30
Location Ashfords LLP Office