FAQ

1. WHAT IS YOUSTICE?

Youstice is the first global, multilingual platform for resolving consumer claims. Having filed a claim in just a few clicks via online application, buyers can reach an agreement with a seller or - if unsuccessful - escalate the issue and request a decision from an independent neutral, assigned by an online dispute resolution provider.

 

2. WHY SHOULD I USE YOUSTICE?

Youstice is by far the easiest way to get fast and fair resolution of the online claims.

 

3. WHAT IF THE SELLER DOESN'T USE YOUSTICE?

If the shop where you want to claim is not registered with Youstice yet, you can invite it and enter the data into the system here.

 

4. HOW TO USE YOUSTICE? / HOW TO FILE A CLAIM?

Youstice is very easy and intuitive to use. If you have a complaint and would like to enter the claim, all you need to do is to go on your shop's website, click on the Youstice button and start the process. If the store is not registered with Youstice yet- you can always enter your claim via Youstice.com.

 

5. WHY SHOULD I REGISTER WITH YOUSTICE?

Youstice cannot obtain your personal data from the shop, so you need to register with us to verify your identity.

 

6. WHO WILL RESPOND TO A CLAIM?

After entering the claim, your shop will be notified in a short period of time about the new claim. As a next step, the shop should respond to your claim. You will be notified once the response is filed.

 

7. WHAT IF I CANNOT REACH AGREEMENT WITH THE SELLER?

If you cannot reach a satisfying outcome, you can choose another option, escalate your issue and ask for an independent decision. In such a case, an independent neutral will make a fair decision regarding your issue(s).

 

8. WHAT IF A SELLER DOES NOT IMPLEMENT THE AGREED OR DECIDED OUTCOME?

Sellers are motivated to implement all agreements reached or decisions issued. Buyer may inform Youstice if the shop does not implement the decision - all such cases are closely monitored by Youstice. Repeated defaults like these from the retailer will result in the termination of Youstice service for the particular seller. Youstice has a right to publish names of such sellers.

 

9. WHAT IS ODR?

ODR (Online Dispute Resolution) is a modern way to resolve disputes online, without the use of paper communication. The disputes are decided by independent professionals, specialized in resolving online disputes. The issued decisions are binding on the parties. If a buyer cannot reach a satisfactory agreement with a seller, he/she can ask an ODR provider for an independent decision using Youstice. ODR provider will appoint a neutral who will make the decision in the specific case.

 

10. WHO IS A NEUTRAL?

A neutral is a trained professional, authorized by an ODR provider to make independent decisions of escalated claims.

 

11. IS YOUSTICE FREE?

Youstice is free for buyers in absolute majority of cases. Youstice is always free for buyers to file the claim and to negotiate with the shop. A buyer might be required to pay a nominal fee only when the buyer requested an independent decision, and the appointed neutral allocated in his decision ODR administrative cost to the buyer. Buyers will always be informed about maximum potential costs in advance. A seller may decide to cover all or part of ODR related costs for its customers, so its customers will have all ODR decisions always free or with a discount. Sellers pay for Youstice services based on their selected plan with Youstice, as well as for ODR costs allocated to the sellers by independent neutrals in their decisions when the buyers escalate the case to the ODR providers.

 

12. WHAT BROWSERS AND DEVICES SUPPORT YOUSTICE?

Youstice is supported by all the most commonly used browsers, and is also supported by mobile devices and tablets.

 

13. IS THE YOUSTICE ENVIRONMENT SECURE?

Yes, the Youstice environment is secure for both buyers and shops, and all the customer data is always protected. Youstice employs existing best practices for online security and data protection.

 

14. WHICH LANGUAGES IS YOUSTICE AVAILABLE IN?

At the moment, Youstice is available in Czech, Dutch, English, French, German, Portuguese, Slovak and Spanish languages. Additional language versions of Youstice are under development.

 

15. HOW TO REGISTER?

Buyers or Sellers: You can register on our website by clicking on the SIGN IN icon in the right upper menu. Then just follow the instructions of registration. ODR providers, Consumer Centres and Trustmarks can contact Youstice by email ( This email address is being protected from spambots. You need JavaScript enabled to view it.).

 

16. WHERE SHOULD I WRITE IN THE CASE OF ADDITIONAL QUESTIONS?

In the case of any additional questions, you can contact us via

e-mail on This email address is being protected from spambots. You need JavaScript enabled to view it. or via Facebook/Twitter.