OS platform shutdown: 7 things shop owners need to know

Why the OS platform is being shut down

The OS platform shutdown — a sentence that currently sounds like thunderclap for many shop owners. And yes, it's true: On July 20, 2025 The EU Commission is finally shutting down the portal for online dispute resolution. No backdoor, no delay.

But why this step? It's simple: The platform was barely used. Consumers often did not even know that it existed. Retailers only linked them because they had to. And the EU? It is now pulling the plug — due to high costs, lack of relevance and digital inefficiency.

And now? You must act now.

Who does that actually apply to?

Imagine you run a small web shop. Maybe with WooCommerce, maybe with Webflow or Plentymarkets. You sell your products in Germany — or even to Austria, Italy, France. Zack, you're already in focus.

Because: The shutdown concerns any EU shop operator, whether it's a mini startup or an established online business. Anyone who leaves the OS link in their shop risks — of course — Warnings. And they can be expensive.

That's why: Take a close look now. Or in other words: Do your shop a favor — and future-proof it.

These 7 steps will get you on the safe side

1. Out with the old link

The well-known text module with the link to the OS platform? Forget him. Complete.
Whether in the legal notice, in your terms and conditions or in the footer — Delete everything that appears on”https://ec.europa.eu/consumers/odr” refers.

Why Because a dead link is not only embarrassing, but also as anticompetitive may apply. And the admonishers know that too.

2. Terms and conditions: Time for an update

Do you know that? You click through your own terms and conditions and notice: “Whoops, I haven't touched that in years. ”

If there's still an OS message there, it's time. Providers such as Trusted Shops, eRecht24 or Händlerbund have now updated templates. Access — or have your terms and conditions checked individually.

3. Privacy Policy? Check!

The OS link can also be hidden here. Especially in the “Litigation” or “Customer Communications” section. Sounds dry — but you should take it seriously. Because: GDPR & Co. don't forgive sloppiness.

4. What you can write instead

“We are not required to participate in dispute resolution proceedings...”
Sounds impersonal? Perhaps. But it is legally correct and without alternativeif you don't want to name another location.

Would you like to say it more clearly? Then do it. Show a stance, but stay legally clean. Your customers will thank you — especially those who are better at dealing with plain language than with paragraphs.

5. What alternatives can you name

Would you rather refer to a specific conciliation body? It's a good idea.
In Germany, for example, the Center for Arbitration e.V. a working alternative. Consumer centers also offer help — often in an uncomplicated and digital way.

But beware: You are not obligated. You can, but you don't have to. And that's exactly what... counts.

6. Explain rather than conceal

Customers aren't stupid. They notice when there is suddenly no clue where one was before. So tell them what's up.

A short paragraph in the FAQ, a sentence in the order confirmation or a note in your newsletter — that's enough. This is how you create transparency and trust. And that is worth its weight in gold in e-commerce.

7. Templates? Crawl!

Many shop owners use ready-made themes or legal plugins. Sounds convenient — and it is. But sometimes there is a risk involved.

Because many templates include Standard footers or imprint texts, the automatically insert the old OS link. Look at it. Check every corner of your shop. Now is the time.

And if you just don't do anything?

Well Then you're risking the following:

• A warning.
• Costs in the three-digit range.
• A cease and desist.
• Perhaps even damage to the image.

All of this... just because of a forgotten link? Yes

That's why: Don't let it get that far.

What actually replaces the OS platform?

Honestly? Nothing really right. The EU is leaving a gap here. There is no official replacement system.

What you can do:

• Consumer centers Name
• National conciliation bodies link
• Or say clearly: “We are not participating”

Any of these variants is okay — as long as you Not working on a platform that no longer exists.

By the way, you can also find a well-founded overview at wikipedia.

This is how you communicate correctly — and humanely

Think of your customers. They don't click to read legal formulas. They want to know where they're at.

So:

• Write intelligibly
• Avoid empty phrases
• Be honest — even when in doubt
• And: Speak their language

“We are not required to participate in dispute resolution procedures...” is okay. But “We'd rather solve problems directly with you” sounds... more human. And makes your business likeable.

Common questions — answered honestly

What was the OS platform anyway?

An EU online portal for dispute resolution between traders and consumers. Worked... mediocre.

When will it be switched off?

On July 20, 2025. After that, the platform no longer exists — period.

Do I need to remove the link?

Absolutely. An outdated link is not only useless but also legally risky.

Is there a replacement?

Not officially. You can nominate national bodies voluntarily — but you don't have to.

What happens in the event of a violation?

Warnings, omission, costs. And a really bad feeling.

Where can I find the link anyway?

In Impressum, Footer, Terms and Conditions, System Emails, Privacy Policy. Sometimes also in themes or CMS plugins.

Who offers legally secure texts?

Providers such as eRecht24, Händlerbund, IT Law Firm or Trusted Shops have updated templates.

What are platforms like Plentymarkets doing?

Many update their templates — but it's your own responsibility. Trust is good, control is better.

What is important now

• Remove the OS link everywhere — by July 20, 2025
• Check your terms and conditions, privacy policy & footer
• Use reputable providers for legal texts — or a law firm
• Communicate transparently with your customers
• Avoid expensive warnings through timely action
• Don't hide behind standard texts — show personality
• Stay up to date — even legally

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