For Frequently Asked Questions (FAQs) in relation to Payoneer / Armor Payments Disputes please click here

ODR stands for Online Dispute Resolution.  NetNeutrals EU's ODR system is an process which provides parties the means to resolve disputes in an online setting; that is secure, convenient, and easy to use.

The average length of time for direct negotiation only is one week.  Once an ODR official is invited into the process, the time extends for an additional one to two weeks.  In-person resolution services can take up to 90 days from initiation of dispute to resolution.

NetNeutrals EU cases must be filed within 12 months from the date the consumer and trader were unable to reach a satisfactory resolution to the initial complaint.  

ADR can be a swifter and cheaper alternative to court action to getting your claim resolved. However, if you choose ADR and are not happy with the outcome, then you may decide to pursue your claim through the courts afterwards. If so, you can only do so if you have not left it too long to bring your court claim. Any claim has a limitation period (or time period) after which a claim cannot be brought before the court.

The timeframe for taking a case to court under EU directive 261/2004 is 6 years from the date of the incident.
The time limit for bringing a breach of contract claim is 6 years from the date of the breach.

Limitation periods in Ireland are established in a number of statutes but those of most general application are contained in the Statutes of Limitation 1957 and 1991, the Civil Liability Act 1961 and Civil Liability and Courts Act 2004. The major limitation periods within which proceedings must be initiated are similar to those in England: six years for simple contract and torts generally; two years for claims arising from personal injuries (though time may not run against a person under a disability e.g. minority) and one year, or a longer period allowed by the court not exceeding two years, in defamation claims. Outside personal injuries, in most instances there are no discoverability provisions that would extend the limitation period in cases of latent damage.

Posting your case to the forum is fairly simple.  First, login to your case.  Once logged in, you can select "reply" to any of the comments you see on the forum thread.  You can enter as many comments as you feel necessary to support your case.  You also have the option to upload photos and other documents.

NetNeutrals EU suggests that you check the forum for your case at least once a day.  However, the more often you check, the more likely you'll be able to respond to postings quickly and resolve your dispute faster.

The process is free for the consumer. The trader pays a small participation fee.

If you are having trouble logging in, please check your ID and password.  Occasionally, the system will temporarily "lock out" users that have entered incorrect login information multiple times.  If you are locked out, please wait a few hours and then try to login again.

If you continue having trouble, please contact us.

The process is available for both domestic and cross-border disputes; involving e-commerce, motors, and travel.  Other types of disputes may be considered as part of a private agreement.

The complaint can be no more than one year old and the consumer must have attempted to resolve the dispute directly with the trader before starting a case.

Consumers cannot file with more than one dispute resolution service or reapply once a case is concluded.

The process is voluntary for both the trader and the consumer. 

NetNeutrals EU may refuse to assist with a dispute in the event that the consumer has not attempted to contact the trader regarding the complaint.  Other reasons include, the dispute is frivolous or vexatious, the dispute is being or has been previously considered by another certified ADR provider or by a court, the value falls below a reasonable monetary threshold (as determined by the trader and NetNeutrals EU when the service agreement is set up), or the consumer has not submitted a complaint within the specified period of time (as determined by the trader and NetNeutrals EU when the service agreement is set up - not less than 12 months from the date the consumer and trader were unable to reach a satisfactory resolution to the initial complaint).  Additionally, NetNeutrals EU would refuse a case that would seriously impair the effective operation of the ADR process.  This would include claims that would monopolise NetNeutrals EU resources, be in direct conflict with NetNeutrals EU programme rules, or be considered a conflict of interest (in which impartiality would be in question).  NetNeutrals EU reserves the right to reject a dispute at any time in the process should it come to light that a party deliberately misled the programme.
Both parties are informed immediately following the initial eligibility review if a dispute is rejected as ineligible.  Written notice is sent by the method the request was made (either electronically or by post).  Eligibility reviews are done within the first two days of receiving a claim.  Therefore, notification of ineligibility will be sent within one week.  

A Neutral is an independent, third party Mediator or Adjudicator invited into the process to help find a solution.  NetNeutrals uses professional Neutrals with expertise in the subject matter in dispute and the applicable law.

The NetNeutrals EU process has two distinct Neutrals; a mediator and an adjudicator.

A Mediator is invited into the forum after the end of the conciliation process.  The Mediator helps the parties to effectively communicate with one another and may propose a solution that can be either accepted or rejected.

An Adjudicator will join the forum after the mediation phase should an acceptable resolution not be reached.  The Mediator and the Adjudicator are never the same individual.  The Adjudicator reviews the case thoroughly and then makes a determination as to which proposed solution is fair.

The Neutral is a trained professional Mediator or Adjudicator with experience in online dispute resolution.  Neutrals also possess experience with subject matter relevant to your dispute.  The Neutral must be independent, and impartial, not having any professional or personal knowledge of either party to the dispute.

The NetNeutrals EU process is a secure, confidential forum for resolving disputes.  Basic information about the dispute is reported to regulatory authorities, as required.  However, only the parties to the dispute and the Neutrals assigned to the case can access the forum postings.  NetNeutrals EU administration monitors the forums for compliance with the rules, and is subject to strict confidentiality requirements.

The parties are provided with a selection of potential Neutrals randomly drawn from a pool of qualified candidates.  The parties then rank the potential Neutrals.  The Neutral with the highest score is assigned to the case.

After you click the submit button, your screen should refresh. The new comments will post at the bottom of the screen; you may need to scroll down to view them.

If you are redirected back to the home page, you may have "timed out".  If you take too long to write your comment, your session may have reached its time limit.

It is recommended that you do not compose your post directly in the forum. Compose your post in a word processing document then “cut and paste” it into the forum. This process will allow you to save your comments in the event you have problems posting to the forum. Shorter postings are easier to read than very long postings. If you write a lot, make many shorter posts rather than one long post.

If your problems persist, please contact us.