How to handle consumers’ claims and limit negative impact
 

The advantages of choosing the ADR procedure, concerning time and expenses, are valid not only for consumers but also for traders, in terms of both public image and relations with customers. Therefore, the legal way should be chosen only if it is the last possibility to solve the matter.

It is very important for the trader to maintain good relationships with its consumers and solve efficiently any possible claim, in order to improve its position on the market. In this sense, the ADR procedure manages to solve the problems arisen, in a untroubled and friendly context, preserving its relations with consumers.

For all these reasons, we advise traders to listen to their consumers, preferring the dialogue instead of the argument, apart from those cases in which parties’ positions are, actually, irreconcilables.