When a seller rejects a repair, replacement, refund or return, a short, well-organized letter is usually more useful than a long account of everything that went wrong. The first message should make the dispute easy to identify and give the trader a clear opportunity to resolve it.
This is general information for EU consumers, not legal advice. National rules, contracts and the facts of a purchase can change the available remedy. For the background route, see our step-by-step guide to filing a consumer complaint in the EU. For the documents to collect first, use the EU consumer complaint evidence checklist.
Key takeaway A useful complaint letter connects four things: what you bought, what happened, what you want the trader to do and which evidence supports each point.
Before you write
Separate a direct request to the trader from a later complaint to an ADR body, consumer authority or other service. The first letter is a bilateral attempt to resolve the problem. Many dispute-resolution procedures expect you to contact the trader first, but the exact conditions and deadlines vary.
Collect the order confirmation or invoice, the product or service description, the relevant messages, evidence of the problem and a short timeline. Keep an untouched copy of the originals. Remove card numbers, passwords, access tokens and unrelated personal data from the copy you send.
The eight parts of a clear complaint letter
| Part | Include | Avoid |
|---|---|---|
| Subject | Order number and the issue | A vague subject such as “urgent” |
| Identification | Your name, contact details and purchase date | More personal data than necessary |
| Facts | A brief chronological description | Insults or guesses about intent |
| Non-conformity | What was defective, missing or different from the description | Treating a commercial guarantee as the only right |
| Remedy | Repair, replacement, refund or another specific request | Demanding every remedy at once |
| Evidence | A short numbered list of relevant attachments | A folder of unrelated screenshots |
| Reply date | A clear, reasonable date | Claiming that one EU-wide deadline always applies |
| Next step | What you will check if the issue remains unresolved | Threats you cannot or will not pursue |
A reusable structure
Keep the subject searchable and tie it to the seller's own order record.
Start with the purchase and the outcome you want. Then describe the problem in a few dated sentences. If the item is defective or does not match its description, explain the observable facts rather than trying to prove the seller's motive.
State the remedy once and explain why it fits the problem. Under EU consumer rules, repair or replacement can be relevant remedies for defective goods, while a price reduction or refund may depend on the circumstances and national implementation. The official Your Europe guarantee guidance is a better source for the current baseline than a generic template.
Attach only the evidence that lets the recipient verify the claim quickly:
1-order-confirmation.pdf— who sold it, when and at what price;2-product-description.pdf— what was promised;3-defect-photo-2026-08-19.jpg— what is wrong;4-support-reply.eml— what the seller already decided.
End with the action you are requesting, a reasonable date for a reply and the best way to contact you. Do not present a date as a statutory EU deadline unless the applicable national rule or procedure actually says so.
What happens after sending
Save the sent message, delivery confirmation and any reply in the same timeline. If the trader resolves the matter, record what was agreed and when. If the trader refuses or does not respond, the next route depends on the countries involved, the sector and the type of dispute.
For a cross-border purchase from another EU country, Iceland or Norway, the European Consumer Centres Network may be able to explain options or help seek an amicable solution. The European Commission's Consumer Redress Portal also explains ADR and other routes; use its current directory to check the relevant body rather than copying an old link.
Before you escalate
- Keep the original evidence and send a redacted copy.
- Check that the chosen body handles this trader, country and sector.
- Confirm fees, language, deadlines and whether an outcome is binding.
ClaimForge can help organize the timeline and turn a seller's reply into a draft. Review every statement before sending it; the extension is a preparation tool, not a court, regulator or substitute for legal advice.
Frequently asked questions
Is an email enough?
Often it is a practical first contact, but keep delivery evidence and check the requirements of the relevant national or dispute-resolution procedure.
What deadline should I give the seller?
Use a clear, reasonable reply date and verify the applicable national rule, contract and procedure. There is no single EU-wide reply deadline for every complaint.
Should I send all my evidence immediately?
Send the focused documents needed to establish the purchase, problem and remedy. Keep originals and redact unrelated personal or payment data.
Is this legal advice?
No. It is a drafting guide. Confirm the current official information for your country and situation before escalating.