Dispute with an e-shop: what to do if the shop does not return your money or does not accept your complaint

Quick overview

When a dispute arises with an e-shop, it makes sense to follow a step-by-step approach. First, be clear about whether the complaint is about a defect, cancellation within 14 days, non-delivery of goods or perhaps non-refund of the purchase price. Then invite the shop in writing and keep all communications. If the trader does not respond or does not resolve the problem, you can contact a consumer dispute resolution body. In most disputes arising from internet sales, this is the Czech Trade Inspectorate, in financial services the Financial Arbitrator and in telecommunications the Czech Telecommunications Office.

The most common disputes with e-shops

In practice, there are mainly four recurring issues. The first is undelivered or late delivery of goods. The second is unrecognised complaints. The third is non-refund of money after withdrawal from the contract. And the fourth is disputes with problematic or outright fraudulent e-shops that stop communicating after payment. In its annual report for 2025, the Czech Trade Inspection Authority says that disputes related to online marketplaces, warranty and non-delivery of paid goods were among the most frequent topics.

A typical example: you order electronics, the shop sends an order confirmation and accepts payment, but the goods do not arrive after several weeks. The e-shop promises to “check it out”, but nothing happens. In such a situation, it is not a defect claim, but a breach of contract, and this is what you need to do next.

Always start with a written invitation to the e-shop

Whether you’re dealing with a complaint, cancellation or refund, the first step should always be in writing. A phone call or a message through a form without proof is not enough. The consumer should clearly invite the shop, describe the problem, state what is required and set a reasonable time limit for dealing with it.

In practice, keep:

• the order and payment receipt,
• the terms and conditions in force at the time of purchase,
• email communications,
• the complaint report or acknowledgement of the claim,
• a confirmation of withdrawal from the contract,
• tracking of shipment or other evidence of delivery or non-delivery.

These documents are then usually the basis for the success of further action.

When you can withdraw from the contract

In the case of a contract concluded over the internet, the consumer generally has the right to withdraw from the contract within 14 days of receipt of the goods. You can even withdraw before you take delivery of the goods. This applies regardless of whether you have the package sent to your home or pick it up at the delivery office – the decisive factor is that the contract was concluded online. Of course, there are also legal exceptions where you cannot withdraw.

If the e-shop does not refund the money after a valid withdrawal, this is no longer a “normal delay”, but a dispute that can be further resolved by legal means.

When do you have the right to withdraw even for a complaint

A complaint is a different situation than a withdrawal without reason. When the goods have a defect, you are exercising your rights under defective performance. If the seller does not deal with the complaint within 30 days, unless you agree otherwise, you may have the right to withdraw from the contract and claim a refund of the purchase price. The Czech Trade Inspection Authority explicitly states this in its consumer guide.

This is very important in practice. Many consumers wait unnecessarily long and feel that they have to ‘hold out’ for a complaint. However, if the statutory time limit expires in vain, your position is considerably strengthened.

Out-of-court settlement of a consumer dispute

If you cannot resolve the dispute directly with the shop, you can use out-of-court consumer dispute resolution, known as ADR. In most disputes with e-shops, the Czech Trade Inspection Authority has jurisdiction. Its role is not the same as that of a court – it does not administer traditional court proceedings and does not issue a judgment, but helps the parties reach an agreement or assess the dispute competently within the framework of the legal process. The proceedings are free for consumers and each party bears its own costs.

However, it is not possible to turn to ADR straight away. You must first try to resolve the matter directly with the business. Only if this does not lead to a result does it make sense to go to the competent authority.

When the CTIA is not competent

Not every consumer dispute is dealt with by the Czech Trade Inspection Authority. In the case of financial services, it is typically the Financial Arbitrator; in the case of electronic communications, it is the Czech Telecommunications Authority. Therefore, it is always a good idea to find out who has jurisdiction for a particular dispute first. The trader should inform you about this on their website and in their terms and conditions.

What if the e-shop does not communicate at all

This is unfortunately common, especially with risky or fraudulent e-shops. If the shop doesn’t respond even to calls, you need to act fast. In addition to ADR, the following may also be an option:

• a payment claim or chargeback with the bank if you paid by card,
• a complaint to the Czech Trade Inspectorate,
• a criminal complaint if the circumstances suggest fraud,
• civil recovery.

The CTIA also publishes a list of risky e-shops, which can help consumers before they buy.

When it makes sense to go to court

Not every dispute can be resolved by agreement. If the trader does not communicate, refuses to pay or the amount is higher and the dispute is legally more complex, a court case may eventually be inevitable. An out-of-court settlement is a good intermediate step, but it is not a guarantee of success in every case.

Nevertheless, for smaller disputes it often makes sense to exhaust simpler and cheaper tools first. A well-formulated challenge or the initiation of ADR can sometimes be enough to make a business act rationally.

Summary

A dispute with an e-shop does not mean you have to go to court right away. The key is to accurately distinguish whether it is a complaint, withdrawal, non-delivery or non-refund. It’s always a good idea to start with a written notice and keep the evidence. If the shop does not respond or does not resolve the dispute, you can use out-of-court consumer dispute resolution, most often through the Czech Trade Inspection Authority. However, for some areas, another body, such as a financial arbitrator or the CTU, will have jurisdiction. And if that doesn’t help either, then court or other enforcement action is the way to go.