Introduction
Online marketplaces have become one of the most important channels of consumer commerce in Turkey. Consumers now purchase clothing, electronics, home appliances, cosmetics, furniture, food products, digital services, tickets, travel services, books, toys, spare parts, and countless other goods through marketplace platforms rather than directly from a single seller’s physical store or website.
This structure creates convenience, competition, fast delivery, and price comparison opportunities. However, it also creates legal complexity. When a product is defective, not delivered, late, counterfeit, different from the advertisement, or not refunded after return, the consumer may ask: Who is legally responsible — the seller, the platform, the intermediary service provider, or all of them?
Turkish law answers this question through a combination of Law No. 6502 on the Protection of Consumers, the Distance Contracts Regulation, Law No. 6563 on the Regulation of Electronic Commerce, and secondary rules governing electronic commerce, commercial communication, unfair commercial practices, consumer reviews, and dispute resolution. The Ministry of Trade lists Law No. 6563, the regulation on electronic commerce service providers and intermediary service providers, and the commercial electronic messages regulation among the central legal instruments governing e-commerce in Turkey.
In online marketplace transactions, the seller may be the party supplying the goods, while the platform may act as an intermediary enabling the distance contract to be formed. However, the platform is not always legally passive. Under distance sales rules, intermediary service providers may carry responsibility regarding pre-contractual information, confirmation, proof, withdrawal systems, return processes, additional payments, and platform-based consumer communication. The Ministry of Trade defines an intermediary service provider as a real or legal person that enables the establishment of a distance contract on behalf of a seller or provider through a system using remote communication tools, and defines the platform as the system created for that purpose.
This article explains how Turkish Consumer Law protects consumers in online marketplaces, how seller and platform liability may differ, what obligations intermediary service providers have, how withdrawal and refund rights work, what happens in defective goods disputes, how consumer reviews and advertising affect liability, and how marketplace disputes are resolved in Turkey.
What Is an Online Marketplace Under Turkish Consumer Law?
An online marketplace is usually a digital platform where multiple sellers offer goods or services to consumers. The platform may provide listing infrastructure, product pages, payment processing, search ranking, customer accounts, order tracking, cargo integration, return systems, complaint panels, review systems, advertising tools, and communication channels between consumers and sellers.
In many transactions, the consumer does not directly visit the seller’s own website. Instead, the consumer enters the marketplace, searches for a product, compares sellers, reads reviews, places the order, pays through the platform, receives delivery updates through the platform, and submits return or complaint requests through the platform.
This creates a three-party relationship:
Consumer: The buyer acting for non-commercial and non-professional purposes.
Seller or provider: The party offering goods or services commercially or professionally.
Platform or intermediary service provider: The party operating the digital system that enables the contract to be concluded remotely.
The legal classification matters because marketplace transactions are often distance contracts. The Ministry of Trade explains that distance contracts are contracts formed without the simultaneous physical presence of the seller or provider and the consumer, through remote communication tools used within a system created for remote marketing. Distance contracts are regulated under Article 48 of Law No. 6502 and the Distance Contracts Regulation.
Therefore, online marketplace transactions are not merely “platform rules” or “customer service procedures.” They are regulated consumer transactions with mandatory legal consequences.
Seller, Provider, Platform, and Intermediary: Why the Distinction Matters
The seller is usually the primary party responsible for delivering the goods in conformity with the contract. If the product is defective, late, missing, counterfeit, or different from what was promised, the seller will often be the first legally responsible party.
However, marketplace platforms may also carry legal responsibility depending on their role. If the platform controls product information, processes payment, designs the order screen, collects return requests, manages refund workflow, publishes advertisements, ranks products, displays consumer reviews, or makes its own representations, its obligations may go beyond simple technical hosting.
The Ministry of Trade’s distance contracts guidance states that the intermediary service provider is jointly responsible with the seller or provider for the making, confirmation, and proof of pre-contractual information in distance contracts. Where data entry is made by the intermediary service provider, the intermediary is responsible for deficiencies in mandatory pre-contractual information, and is also responsible for consistency between platform advertisements/promotions and mandatory pre-contractual information.
This is a crucial rule. It means that a marketplace cannot always avoid responsibility by saying “we are only a platform.” If the consumer was misinformed through the platform interface, if mandatory information was missing, if advertised information contradicted the pre-information form, or if the platform controlled data entry, the platform’s role must be examined.
Pre-Contractual Information in Marketplace Purchases
Before the consumer becomes bound by an online marketplace purchase, the consumer must receive certain essential information. This includes the basic characteristics of the product or service, identity and contact information of the seller, provider, or intermediary service provider, total price including taxes, delivery and similar costs, withdrawal rights, and legal remedies. The Ministry of Trade states that this information must be given before payment in clear, understandable, simple, and readable language through a method suitable for the remote communication tool used.
In marketplace transactions, this information may appear on product pages, seller profile pages, order screens, preliminary information forms, distance sales agreements, return policy sections, and checkout confirmations.
A legally compliant marketplace purchase flow should answer these questions before payment:
Who is the seller?
What is the seller’s trade name, address, and contact information?
What is the product’s basic specification?
Is the product new, used, refurbished, original, imported, or subject to special conditions?
What is the total price including taxes?
Are there shipping, service, installation, packaging, or platform fees?
When will the product be delivered?
What is the withdrawal period?
How can the consumer return the product?
Who pays return shipping?
What legal remedies are available if the product is defective?
If this information is unclear, hidden, contradictory, or unavailable, both the seller and the platform’s role should be examined.
Platform Responsibility for Proof of Information
One of the most important issues in online marketplace disputes is proof. A consumer may claim that the product page promised one feature, while the seller claims that the product was correctly described. A platform may later change the product page, remove an advertisement, update the seller information, or revise return policies.
The burden of proving that pre-contractual information was properly provided is important. Ministry guidance states that the intermediary service provider may be responsible for the confirmation and proof of pre-contractual information together with the seller or provider in marketplace-based distance contracts.
For this reason, platforms should preserve transaction-specific records, including product page versions, seller identity information, price, delivery conditions, withdrawal information, consumer confirmations, distance sales agreement, preliminary information form, payment record, order confirmation, return request, and refund history.
Consumers should also preserve evidence. Screenshots of the product page, seller profile, price, reviews, return policy, and checkout screen may become decisive in disputes. Online content can change quickly, and a consumer who has no record may face difficulty proving the original representation.
Product Descriptions and Seller Liability
A marketplace seller must describe goods accurately. If the product is advertised as original, new, unused, branded, imported, guaranteed, compatible, organic, waterproof, medically approved, high capacity, or having specific technical features, those claims must be truthful and provable.
A product may be legally defective if it does not match the contract, advertisement, sample, model, product description, or ordinary expectations. In marketplace disputes, defective goods commonly include:
Counterfeit or non-original products
Products different from online photos
Wrong size, model, color, or technical specification
Used product sold as new
Refurbished product not disclosed
Missing accessories
Damaged products
Electronics that do not work
Furniture delivered with broken parts
Cosmetics or food products near expiry
Products without promised warranty
Products with misleading brand or origin claims
Where the seller provides inaccurate product data, the seller may be directly liable. Where the platform also controls or promotes the product information, its role may be examined separately.
Defective Goods in Turkish Online Marketplaces
Defective goods are one of the most common online marketplace disputes. Turkish Consumer Law gives consumers several elective rights when a product is defective: refund by withdrawing from the contract, replacement with a defect-free equivalent, free repair, or price reduction. These rights arise from the defective goods framework under Law No. 6502.
In marketplace practice, sellers sometimes try to force the consumer into repair even when the consumer requests refund or replacement. This may not be lawful in every case. If the product is defective, the consumer’s chosen remedy should be evaluated under mandatory consumer law, not merely under the seller’s internal return policy.
For example, if a consumer buys a phone through a marketplace and the device repeatedly shuts down, the consumer may have defective goods remedies. If a consumer buys a “genuine” cosmetic product and later discovers that it is counterfeit, the consumer may request refund and may also raise misleading advertising or unfair commercial practice issues. If furniture arrives damaged, the seller cannot simply state that cargo is responsible without examining the seller’s delivery obligations.
Marketplace platforms should provide complaint channels that allow the consumer to upload evidence and track the process. Sellers should respond with reasoned explanations, not automatic rejection messages.
Delivery Delays and Non-Delivery
Delivery disputes are common in marketplace transactions. A seller may accept payment but fail to deliver. A product may be delayed, lost in cargo, delivered to the wrong address, damaged during transport, or cancelled by the seller after the price increases.
If no delivery period is promised in an internet or telephone sale, the Ministry of Trade states that the seller must send the goods within thirty days at the latest. If the goods are not sent within that period, the consumer may terminate the contract and obtain a refund of all payments with legal interest within fourteen days. The Ministry also states that lack of stock is not accepted as impossibility.
This rule is particularly important in online marketplaces. Sellers sometimes cancel orders after collecting payment, claiming “stock problem,” “price error,” or “supplier issue.” If the seller had accepted the order, collected payment, and created a binding consumer transaction, cancellation must be evaluated under consumer protection principles. The seller’s stock management failure should not automatically harm the consumer.
The seller is also responsible for loss or damage occurring until delivery to the consumer, unless the consumer specifically requested a carrier other than the one determined by the seller.
Right of Withdrawal in Marketplace Purchases
The right of withdrawal is a core protection in online marketplace transactions. In distance contracts, the consumer generally has a fourteen-day right of withdrawal without giving any reason and without paying a penalty. For goods, this period begins from delivery; for services, it begins from contract formation. The consumer may also use the right of withdrawal between contract formation and delivery.
The withdrawal notice may be made in writing or through a durable medium such as SMS, email, internet tools, CD, DVD, or memory card. Ministry guidance states that telephone withdrawal is not included in the legal framework and may create proof problems.
In marketplace practice, the platform usually offers a return button, return code, customer panel, or ticket system. Consumers should use these systems and preserve screenshots. If the platform system fails, the consumer should also notify the seller and platform through email or another provable written channel.
The right of withdrawal should not be confused with defective goods remedies. Withdrawal allows cancellation without proving defect within the legal period. Defective goods claims may exist even after the withdrawal period expires, depending on the defect and legal limitation rules.
Platform Duty to Maintain Withdrawal Systems
Online marketplace platforms play a central role in withdrawal and return processes. The Ministry of Trade states that intermediary service providers must establish and keep open a system enabling consumers to submit and track withdrawal notices relating to distance contracts formed through the platform, and must immediately forward notices received through that system to the seller or provider.
This is one of the clearest areas of platform responsibility. A marketplace cannot design a return system that is inaccessible, confusing, intermittently unavailable, or impossible to track. If the platform is the channel through which consumers exercise withdrawal rights, the system must function.
A compliant marketplace return system should allow the consumer to:
Submit withdrawal notice
Receive confirmation
Track the notice date
Receive return shipping instructions
Upload evidence
Track seller response
Track refund status
Preserve transaction history
Communicate through a durable record
If a platform fails to maintain such a system and the consumer loses the ability to exercise withdrawal rights, platform liability may be argued.
Refund Duties After Withdrawal
Once the consumer validly exercises the right of withdrawal, the seller must refund the consumer within fourteen days after receiving the withdrawal notice. The consumer must return the goods within ten days after sending the withdrawal notice.
The refund must be made through the same payment instrument used by the consumer, in one transaction, without imposing cost or obligation on the consumer.
This is especially important in marketplace transactions because payment often passes through the platform. Consumers may pay the platform, while the seller later receives funds after delivery confirmation. If the platform controls payment, refund timing and payment routing become central issues.
A consumer should not be forced to accept coupons, wallet credits, promotional balances, or platform points instead of a lawful refund unless the consumer freely agrees. Refund means repayment, not merely a store credit.
Return Shipping Costs in Marketplace Returns
Return shipping costs are frequently disputed. The Ministry of Trade states that if the seller specifies in pre-contractual information the carrier to be used for returns, the consumer cannot be held responsible for return costs when using that carrier. If the seller did not specify a carrier, no return shipping cost can be demanded from the consumer. If the specified carrier has no branch at the consumer’s location, the seller must ensure collection of the goods without additional cost to the consumer.
Marketplace platforms should design return flows consistent with these rules. If the platform generates a return code for a carrier, the consumer should not later be charged unexpectedly. If a seller failed to disclose the return carrier, it cannot later impose return shipping costs.
For consumers, return shipping proof is vital. Cargo receipt, tracking number, return code, and platform confirmation should be preserved.
Exceptions to the Right of Withdrawal
Not every marketplace purchase can be returned under the right of withdrawal. Turkish distance contract rules include exceptions. Ministry guidance lists examples such as goods prepared according to the consumer’s special requests, perishable goods, certain hygiene-sensitive products after protective elements are opened, digital content with protective elements opened, some periodicals, services tied to a specific date such as hotel reservations or car rental, instantly performed electronic services, instantly delivered intangible digital goods, and services begun with consumer approval before the withdrawal period expires.
However, sellers and platforms should not abuse exceptions. A product cannot be labeled “non-returnable” merely because the seller wants to avoid returns. The exception must have a proper legal basis.
For example, a personalized engraved item may fall within an exception. A standard shirt usually should not be treated as customized. A hygiene-sensitive product may be excluded after protective packaging is opened, but a seller should explain the legal basis clearly. Digital content may be treated differently from ordinary physical products, but the consumer must be properly informed.
Additional Payments and Pre-Selected Options
Online marketplace transactions often include additional costs: installation, gift packaging, extended warranty, insurance, premium delivery, assembly, subscription add-ons, protection packages, or service fees. Turkish distance contract rules require explicit consumer approval for additional payments beyond the agreed main price.
The Ministry of Trade states that before the contract is established, additional payments beyond the agreed main price require the consumer’s explicit approval. If paid options are presented as pre-selected and the consumer pays because of such default selection, the seller, provider, or intermediary service provider collecting payment on their behalf must immediately refund those payments.
This rule is critical for marketplace interface design. Platforms should avoid pre-ticked boxes, hidden add-ons, automatic insurance, or default premium service selections. Consumers should actively choose optional extras.
If a consumer discovers that a paid add-on was automatically selected, the consumer may request immediate refund of that additional amount.
Misleading Advertising and Platform Promotions
Marketplace platforms often promote products through banners, sponsored listings, “best seller” labels, discount campaigns, flash sales, countdown timers, ratings, comparison tools, and platform-generated recommendations. These tools influence consumer decisions. If they mislead consumers, legal responsibility may arise.
If a platform advertises a product as “original,” “lowest price,” “limited stock,” “official seller,” “same-day delivery,” “guaranteed return,” or “best quality,” these claims must be accurate. If the seller made the claim but the platform amplified it through its interface or promotional tools, the platform’s role may be examined.
The Ministry of Trade’s consumer review guideline states that consumer reviews may relate not only to the purchased goods or services but also to the seller, provider, intermediary service provider, delivery, credit, and insurance services. It also includes examples of consumers reviewing the platform’s cancellation process or customer service regarding defective products.
This shows that platforms are not invisible in the consumer experience. Their systems, ranking, review presentation, refund panels, and customer service actions may shape legal responsibility.
Consumer Reviews, Ratings, and Fake Reviews
Reviews are one of the strongest tools in online marketplaces. Consumers rely on star ratings, written comments, photos, seller scores, delivery reviews, and platform badges. Fake or manipulated reviews may mislead consumers and distort purchasing decisions.
The Advertising Board’s guideline on consumer reviews, prepared under Law No. 6502 and the Regulation on Commercial Advertising and Unfair Commercial Practices, applies to consumer reviews made online about goods, services, sellers, providers, or intermediary service providers. It defines consumer reviews broadly to include expressions, approvals, and rating practices reflecting consumer experience.
The guideline states that where review functionality is offered, reviews should only be allowed from persons who purchased the relevant goods or services. It also provides that review rules should not be designed in a way that prevents consumers from reviewing key factors affecting purchase decisions, such as the goods, service, or delivery.
Fake reviews are particularly problematic. The guideline addresses reviews or approval symbols that do not reflect reality and are used to increase or negatively affect demand for goods, services, sellers, providers, or intermediary service providers.
For platforms, this means review systems must be transparent, fair, and verifiable. For consumers, review screenshots may support a misleading practice claim where the product or seller rating was manipulated.
Counterfeit and Non-Original Products
Counterfeit products are a major marketplace risk. Consumers may buy branded shoes, cosmetics, electronics, accessories, spare parts, perfumes, bags, watches, or health-related goods believing they are original, only to later discover they are fake.
A counterfeit product may create multiple legal issues:
Defective goods liability
Misleading advertising
Unfair commercial practice
Trademark infringement
Product safety risk
Refund and compensation claims
Possible administrative or criminal consequences depending on facts
The seller will often be directly responsible if it offered counterfeit goods. The platform’s responsibility depends on its knowledge, control, representations, complaint handling, and legal obligations under the applicable framework. If the platform displayed “official store,” “verified seller,” “original product guarantee,” or similar assurances, the consumer may rely on those statements.
Consumers should preserve product packaging, invoice, seller page, advertisement, authenticity reports, brand service reports, photos, and correspondence.
Product Safety and Recall Issues in Marketplaces
Online marketplaces may also involve unsafe products. A product may be defective not only because it does not work, but because it is dangerous. Examples include unsafe chargers, toys with choking hazards, cosmetics containing prohibited substances, counterfeit medical devices, faulty electrical goods, or food products with safety risks.
In such cases, the issue may go beyond ordinary refund rights. Product safety authorities, market surveillance, administrative sanctions, and public safety rules may become relevant. Platforms should have systems for removing unsafe products, responding to official notices, and preventing repeated listings by non-compliant sellers.
Consumers should report serious safety risks to the seller, platform, and relevant public authorities where appropriate. They should preserve evidence and avoid continued use of unsafe products.
Online Marketplace Return Policies
Marketplace return policies must comply with mandatory consumer law. A platform cannot lawfully reduce statutory rights through internal policy. For example, if Turkish distance contract rules give the consumer a fourteen-day withdrawal right, a platform rule saying “returns accepted only for three days” would be legally problematic.
Similarly, a seller’s statement such as “no returns under any circumstances” may be invalid where statutory withdrawal or defective goods rights apply. Internal marketplace categories, seller rules, or automated rejection systems should not override Law No. 6502 and the Distance Contracts Regulation.
A lawful return policy should distinguish between:
Withdrawal without reason
Defective goods
Wrong product delivery
Missing parts
Damaged cargo
Non-delivery
Warranty claims
Products excluded from withdrawal
Digital content exceptions
Hygiene-sensitive exceptions
Custom-made goods
Service contracts
Clear categorization reduces disputes and helps consumers use the correct legal remedy.
Evidence in Online Marketplace Disputes
Evidence is essential in marketplace disputes. Consumers should preserve:
Order confirmation
Invoice
Payment record
Product page screenshots
Seller profile screenshots
Price and campaign screenshots
Pre-contractual information form
Distance sales agreement
Return policy
Delivery and cargo records
Unboxing photos or videos
Product defect photos and videos
Return request screenshots
Platform complaint tickets
Customer service messages
Seller messages
Review screenshots
Refund status records
Bank or credit card statements
Expert or service reports, if available
Platforms and sellers should preserve corresponding records, including product listing versions, seller information, consumer confirmations, payment logs, cargo records, return requests, refund records, complaint handling records, and customer support correspondence.
A dispute often turns on what the consumer saw before payment and what happened after delivery. Screenshots and system logs are therefore decisive.
Consumer Arbitration Committees and Online Marketplace Disputes
For 2026, consumer disputes below TRY 186,000 fall within the mandatory jurisdiction of Provincial or District Consumer Arbitration Committees. Disputes of TRY 186,000 or more cannot be decided by those committees; such disputes must proceed through mandatory mediation under Article 73/A of Law No. 6502 and then Consumer Courts, or civil courts acting as Consumer Courts where no separate Consumer Court exists.
Applications to Consumer Arbitration Committees can be made personally or through an attorney, by hand, by post, or electronically through e-Government via TÜBİS. Oral applications are not accepted. The application must include the dispute, request, value in Turkish lira, and supporting documents.
Most online marketplace disputes are below the monetary threshold, making the Consumer Arbitration Committee route highly practical. The consumer should clearly identify the seller, platform, order number, product, payment amount, defect or legal problem, communications, and requested remedy.
Consumer Courts and Mandatory Mediation
High-value marketplace disputes may require mandatory mediation and Consumer Court litigation. This may occur in expensive electronics, furniture sets, jewelry, vehicle-related online sales, medical devices, high-value digital services, or large-volume consumer purchases.
A Consumer Court claim should identify whether the defendant is the seller, platform, intermediary service provider, or multiple parties. The petition should explain each party’s role. The seller may be responsible for defective goods. The platform may be responsible for withdrawal system failures, pre-contractual information issues, payment collection/refund problems, misleading platform promotions, or other obligations depending on the facts.
A strong petition should avoid vague accusations such as “the marketplace is responsible for everything.” Instead, it should specify the legal basis of each claim against each party.
Practical Advice for Consumers
Consumers should check the seller identity before purchasing from a marketplace. A product sold through a well-known platform may still be supplied by a third-party seller. The consumer should review the seller’s trade name, contact details, rating, invoice issuer, return conditions, and product description.
Before payment, the consumer should save screenshots of the product page, seller information, price, delivery date, withdrawal policy, and campaign claims. After delivery, unboxing video or photos may be useful, especially for expensive or fragile products.
If the product is defective, the consumer should notify the seller and platform in writing and clearly state the requested remedy. If using the right of withdrawal, the consumer should submit the request within fourteen days through the platform system and preserve confirmation.
If the platform or seller refuses the request without legal basis, the consumer may apply to the Consumer Arbitration Committee or pursue Consumer Court remedies depending on the amount.
Practical Advice for Sellers
Marketplace sellers should not treat the platform as a shield against consumer law. The seller remains responsible for accurate product descriptions, lawful pricing, timely delivery, conformity of goods, warranty documents, refund obligations, and proper complaint handling.
Sellers should avoid misleading claims such as “original,” “guaranteed,” “authorized,” “new,” “same-day delivery,” or “no return” unless legally and factually accurate. They should keep records proving product authenticity, stock, delivery, and customer communication.
If a consumer makes a valid defective goods claim, the seller should respond with evidence. Generic rejection messages are weak. If the seller alleges consumer misuse, it should support that claim with technical findings.
Practical Advice for Platforms and Intermediary Service Providers
Platforms should design compliance into their systems. Legal compliance is not only a terms-of-use issue. It includes product listing controls, seller identity verification, pre-contractual information flow, return systems, withdrawal tracking, refund mechanisms, review moderation, advertising rules, complaint management, and record retention.
A compliant platform should:
Display seller identity clearly
Provide accurate pre-contractual information
Ensure total price and delivery costs are visible
Maintain withdrawal and return systems
Forward consumer notices promptly
Preserve proof of consumer confirmations
Prevent pre-selected paid add-ons
Monitor misleading seller claims
Provide transparent review rules
Avoid fake or manipulated reviews
Support refund tracking
Respond to defective goods complaints effectively
Keep system logs for disputes
A platform that creates a trustworthy consumer environment reduces disputes and strengthens its legal position.
Why Legal Assistance Matters
Online marketplace disputes may look simple, but liability allocation can be complex. The seller, platform, cargo company, payment provider, importer, manufacturer, service provider, or advertising party may all play different roles. The legal basis may involve distance contract law, defective goods, misleading advertising, unfair commercial practices, consumer review rules, e-commerce law, warranty rules, product safety, or data protection.
For consumers, legal assistance can help identify the correct defendant, choose the correct remedy, prepare evidence, and file before the proper authority. For sellers and platforms, legal review can prevent recurring violations, improve compliance systems, and reduce administrative and civil liability.
High-value disputes, counterfeit product cases, repeated seller complaints, platform-wide return problems, and cases involving unsafe products should be handled carefully.
Conclusion
Consumer protection in Turkish online marketplaces depends on correctly identifying the roles of the seller, platform, and intermediary service provider. The seller is usually responsible for delivering goods in conformity with the contract, but the platform may also carry obligations where it enables the distance contract, controls information flow, collects payment, manages withdrawal systems, displays promotional content, or handles consumer notices.
Turkish law treats many online marketplace transactions as distance contracts. Consumers must be informed before payment about product characteristics, seller or intermediary identity, total price, delivery costs, withdrawal rights, and legal remedies. Intermediary service providers may be jointly responsible for pre-contractual information, confirmation, proof, and consistency between platform advertisements and mandatory information.
Consumers generally have a fourteen-day right of withdrawal in distance sales, subject to exceptions. Platforms must maintain systems allowing consumers to submit and track withdrawal notices and must forward those notices to sellers or providers. Refunds must be made within the legal period and through the original payment instrument without imposing cost or obligation on the consumer.
For 2026, disputes below TRY 186,000 generally fall within Consumer Arbitration Committee jurisdiction, while higher-value disputes require mandatory mediation and Consumer Court proceedings.
For consumers, the strongest strategy is documentation: save screenshots, invoices, order confirmations, return notices, cargo records, complaint tickets, and product photos. For sellers, the safest strategy is accurate listings, lawful delivery, proper warranty and refund handling, and evidence-based complaint responses. For platforms, the safest strategy is transparent systems, compliant information flow, effective withdrawal tracking, fair review rules, and strong record-keeping.
Online marketplaces are not outside Turkish Consumer Law. They are regulated digital commercial environments where consumer rights, seller obligations, and platform responsibilities intersect. A well-prepared claim or defense depends on understanding that intersection and proving each party’s role in the transaction.
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