The delivery date has passed. I have not received my parcel yet. Could you find out where it is?
Complaint support and mediation
A complaint deserves a clear next step.
A problem with a purchase or service, a review to report or incorrect business details: each situation needs a different route. We help you find it.
Formal mediation is in preparation. You can currently submit a platform report or data correction by email. Discuss a purchase dispute directly with the business first.
Clear from the start
A report does not open a mediation case. We offer no purchase guarantee and make no binding decision here. Photo: illustration, not an active case.
A practical next step
What is your question about?
Choose your situation. See immediately where to go and what to have ready.
About Stadscafé Rijke & Zn · DordrechtBack to the profile
Start with the business.
Gaat er iets mis met een bestelling, afspraak of geleverde dienst? Vraag het bedrijf eerst zelf om een oplossing.
Explain what went wrong
Describe the agreement, what happened and the solution you are asking for. Keep it factual and save your message.
Give the business time to reply
Use the contact details on the business website. Save the reply and any agreements made.
Choose your next step
Unable to resolve it together? ACM ConsuWijzer provides sample letters and information. Reporting an issue to us does not open a mediation case.
From complaint to conversation
A good reply helps you move forward.
Sometimes a customer and a shop misunderstand each other. A clear conversation gives both stories room and makes the next step specific.
A step forward together01 / 03
Noor and Example shopA fictional conversation about deliveryExample
01 / The story
“My parcel has not arrived yet.”
The topicA delayed delivery
What happened and what does the customer need now?
The shop has time to reply.
Interactive example · fictional data
Choose a step yourself or let the example play.
Step 1 of 3: First understand what is happening. This is an example using fictional data.
Fictional example of a conversation. This is not an active mediation file or evidence of a resolved dispute.
What you can do now
Room for your experience. Clarity about the help available.
Share your experience
Describe your experience on the business profile. Visitor reviews are checked before publication; a verified administrator can respond publicly.
Submit a platform report
Report a specific review or incorrect public business details through our contact page. We assess review reports against our terms; criticism is not removed automatically.
Prepare for mediation
The terms and process for formal mediation are still being developed. There is currently no separate case registration, fixed resolution time or public mediation file.
Understand your status
A listing, profile claim, review rating and independent trust mark status each mean something different. None guarantees an individual purchase.
For businesses
A good response begins with listening.
Manage your profile and give customers a clear public response.