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How does it work?

Complain

File a claim in 4 simple steps in your language. You do not have to concern yourself with language barriers.

Negotiate

The negotiation takes place on the Youstice online platform and takes just a few clicks. If you cannot reach an agreement with the retailer, try the 'escalate' option to receive a decision from a third-party neutral.

Resolve

When the decision is issued, we will monitor to see if it is implemented. We may terminate Youstice services to those retailers which do not implement reached agreements or issued decisions.

98%
implemented decisions

Our satisfaction guarantee

In order to be part of Youstice, all retailers must achieve agreements with their customers in at least 80% of cases and implement at least 98% of the agreements reached or decisions issued.

  1. What is your issue?
  2. Issue details
  3. What do you want?
  4. Review and registration

What is your issue?

Not delivered

Not delivered

I did not receive the item or service.
The retailer must deliver the goods or provide the service(s) ordered within the agreed time of delivery. If a specific date or time had not been agreed or stated by the retailer, the goods or service(s) are to be delivered within a reasonable time period, in line with common practice within the industry or otherwise within 30 days.
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Received late

Received late

I received the item or service late.
The retailer must deliver the goods or provide the service(s) within the agreed time. This is either the time that was agreed on or the time before a particular date. Unless a specific date was agreed or stated by the retailer, the goods or service(s) are to be delivered within a reasonable time period, in line with common practice within the industry or otherwise within 30 days.
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Damaged or defective

Damaged or defective

I received a damaged or defective item or service.
The retailer must deliver the goods or provide service(s) that are not defective or damaged and which comply with their description.
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Problem with payment

Problem with payment

There is a problem with a charge or a transaction.
The retailer has the right to receive the agreed price, but he cannot charge more than the agreed price. If the customer makes a purchase with a retailer who is based in a country with a different currency, the currency fluctuations may change the end price of the product or service. This happens at the risk of the customer unless the prices were quoted and invoiced in the currency that is used in the country of the customer.
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Not as described

Not as described

I received a different item or service.
The retailer must deliver the goods or provide service(s) that are in the quantity and quality and which comply with the description in the contract.
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Store or staff related feedback

Store or staff related feedback

I want to leave a feedback on store or staff.
Please provide your experience regarding the store you have been to or its staff.
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Other

Other

I have a different issue or problem.
Return of goods

Return of goods

I would like to use my right of withdrawal from the contract and return the purchased item(s).
Customers purchasing goods electronically possess the right to return the goods within 14 days in the original packaging, undamaged, without any sign of wear/tear together with a special filled form (may wary from Retailer to Retailer).
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