{"id":6466,"date":"2018-02-05T14:52:14","date_gmt":"2018-02-05T13:52:14","guid":{"rendered":"https:\/\/www.vsv-versandhandel.ch\/?page_id=6466"},"modified":"2026-07-29T08:44:19","modified_gmt":"2026-07-29T06:44:19","slug":"ombudsstelle-e-commerce","status":"publish","type":"page","link":"https:\/\/handelsverband.swiss\/fr\/members\/ombudsstelle-e-commerce\/","title":{"rendered":"Service de m\u00e9diation pour le commerce \u00e9lectronique"},"content":{"rendered":"
\u00ab Nous soutenons le Service de m\u00e9diation d\u00e9di\u00e9 e-commerce, car il apporte une contribution pr\u00e9cieuse \u00e0 un commerce en ligne \u00e9quitable et fond\u00e9 sur la confiance. \u00bb<\/h5>\n

Bernhard Egger, Directeur de l’ASSOCIATION DE COMMERCE.swiss<\/em><\/p>\n

\"\"<\/a><\/p>\n

 <\/p>\n

Le Service de m\u00e9diation pour le commerce \u00e9lectronique (ombudsman e-commerce)<\/strong><\/a> est comp\u00e9tent pour les plaintes en rapport avec des achats en ligne pour lesquels aucun accord \u00e0 l\u2019amiable n\u2019a pu \u00eatre trouv\u00e9 entre les parties concern\u00e9es. Il aide les consommatrices et consommateurs ainsi que les commer\u00e7ants \u00e0 r\u00e9gler \u00e0 l’amiable les litiges li\u00e9s aux achats en ligne. Il joue un r\u00f4le de m\u00e9diateur neutre entre les parties et recherche une solution acceptable pour les deux parties.<\/p>\n

Dans quels cas le Service de m\u00e9diation pour le commerce \u00e9lectronique peut-il intervenir ?
\n<\/strong>Malgr\u00e9 des processus soigneusement organis\u00e9s, des probl\u00e8mes peuvent survenir lors de commandes en ligne, par exemple au niveau de la livraison, de la facturation, d\u2019un retour ou de la qualit\u00e9 d\u2019un produit.<\/p>\n

Adressez-vous tout d\u2019abord directement au service client\u00e8le de l\u2019entreprise concern\u00e9e. De nombreuses demandes peuvent ainsi \u00eatre r\u00e9solues rapidement. Si aucun accord satisfaisant n\u2019est trouv\u00e9, vous pouvez d\u00e9poser votre r\u00e9clamation aupr\u00e8s du Service de m\u00e9diation pour le commerce \u00e9lectronique.<\/p>\n

D\u00e9roulement de la proc\u00e9dure<\/strong><\/p>\n

    \n
  1. Contacter le commer\u00e7ant concern\u00e9<\/strong>
    \nExpliquez votre probl\u00e8me au commer\u00e7ant concern\u00e9 et donnez-lui la possibilit\u00e9 de proposer une solution.<\/li>\n
  2. D\u00e9poser une r\u00e9clamation<\/strong>
    \nSi le probl\u00e8me n’a pas pu \u00eatre r\u00e9solu, d\u00e9posez votre demande via le formulaire en ligne du service de m\u00e9diation. Joignez-y les \u00e9changes de correspondance ainsi que tous les documents pertinents.<\/li>\n
  3. M\u00e9diation neutre
    \n<\/strong>Le service de m\u00e9diation examine le dossier, entend les parties concern\u00e9es et formule une recommandation visant \u00e0 favoriser une solution amiable.<\/li>\n
  4. \u00c9tapes suivantes
    \n<\/strong>Si vous n\u2019\u00eates pas d\u2019accord avec la recommandation, le dossier peut \u00eatre soumis au Conseil de m\u00e9diation. Si cette proc\u00e9dure n\u2019aboutit pas non plus \u00e0 un accord, les parties ont la possibilit\u00e9 d\u2019engager une proc\u00e9dure civile.<\/li>\n<\/ol>\n

    Co\u00fbts et cadre juridique
    \n<\/strong>Les prestations du Service de m\u00e9diation pour le commerce \u00e9lectronique sont gratuites. Ses comp\u00e9tences se limitent \u00e0 l\u2019information g\u00e9n\u00e9rale et \u00e0 la m\u00e9diation. Il ne fournit pas de conseil juridique complet, ne repr\u00e9sente aucune des parties et ne rend aucune d\u00e9cision juridiquement contraignante. Les parties demeurent responsables de la sauvegarde de leurs droits ainsi que du respect de l\u2019ensemble des d\u00e9lais applicables.<\/p>\n

    Contact
    \n<\/strong>Les r\u00e9clamations doivent \u00eatre d\u00e9pos\u00e9es au moyen du     formulaire en ligne du Service de m\u00e9diation pour le commerce \u00e9lectronique<\/a>.<\/p>\n

    Renseignements par t\u00e9l\u00e9phone :
    \n+41 31 380 50 34
    \nDu lundi au vendredi, de 9h00 \u00e0 12h00<\/p>\n

    Adresse postale :
    \n<\/strong>Ombudsman E-Commerce
    \nc\/o Forum suisse des consommateurs kf
    \nBelpstrasse 11
    \n3007 Berne<\/p>\n

    D\u00e9poser une r\u00e9clamation aupr\u00e8s du Service de m\u00e9diation pour le commerce \u00e9lectronique<\/strong><\/a><\/p>\n

     <\/p>\n

     <\/p>\n","protected":false},"excerpt":{"rendered":"

    \u00ab Nous soutenons le Service<\/p>\n","protected":false},"author":1499,"featured_media":0,"parent":6659,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"_acf_changed":false,"footnotes":""},"class_list":["post-6466","page","type-page","status-publish","hentry"],"acf":[],"yoast_head":"\nService de m\u00e9diation pour le commerce \u00e9lectronique - HANDELSVERBAND. swiss<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<meta property=\"og:locale\" content=\"fr_FR\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Service de m\u00e9diation pour le commerce \u00e9lectronique - HANDELSVERBAND. swiss\" \/>\n<meta property=\"og:description\" content=\"\u00ab Nous soutenons le Service\" \/>\n<meta property=\"og:url\" content=\"https:\/\/handelsverband.swiss\/fr\/members\/ombudsstelle-e-commerce\/\" \/>\n<meta property=\"og:site_name\" content=\"HANDELSVERBAND. swiss\" \/>\n<meta property=\"article:modified_time\" content=\"2026-07-29T06:44:19+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/handelsverband.swiss\/wp-content\/uploads\/2022\/03\/obs_ecommerce_200.png\" \/>\n\t<meta property=\"og:image:width\" content=\"200\" \/>\n\t<meta property=\"og:image:height\" content=\"200\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/png\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data1\" content=\"3 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\\\/\\\/schema.org\",\"@graph\":[{\"@type\":\"WebPage\",\"@id\":\"https:\\\/\\\/handelsverband.swiss\\\/fr\\\/members\\\/ombudsstelle-e-commerce\\\/\",\"url\":\"https:\\\/\\\/handelsverband.swiss\\\/fr\\\/members\\\/ombudsstelle-e-commerce\\\/\",\"name\":\"Service de m\u00e9diation pour le commerce \u00e9lectronique - 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