SKip to content

Tipik logo
Tipik logo

Consumer disputes settled online

Three small cardboard boxes on an oversized keyboard
© William Potter, Shutterstock

European Commission, Directorate-General Justice and Consumers

Question

How do you persuade shoppers and traders to use an EU tool to sort out their differences?

Answer

Demonstrate its worth with a multilingual digital campaign.

Consumers are spending more online, often buying from abroad. E-commerce is convenient for shoppers and opens up new markets for traders. However, when things go wrong it’s not always easy to find a solution. The European Commission’s Online Dispute Resolution Platform helps removes this obstacle to online shopping by providing an impartial, efficient way to settle disputes out of court. To make use of it though, traders and consumers need to know it exists and be persuaded of its usefulness. That’s where we come in.

Tipik ran an online campaign to raise awareness of the platform and promote its added-value amongst consumers and traders. Messaging, visuals, campaign communication tools, promotional strategy and execution were all taken care of by our team and partners. We developed a range of communication tools including social media visuals, a toolkit for traders complete with website banners and an infographic as well as a video. The campaign itself was based on paid, earned and owned channels, including Twitter, Facebook and programmatic advertising, all done in 20 languages and with a promotional budget of over €500,000. We exceeded all forecasts for the campaign, almost doubling the number of expected clicks, video views and impressions thanks to constant monitoring and adjustment of the campaign strategy.