The law applies to platforms that fall under the Platform Economy Act. The new procedure includes blocking the personal account, removing the product card from sale, measures of civil liability, lowering the rating and changing the position of the card in the search results.
The complaint is filed electronically through the pre—trial dispute resolution system on the platform itself, including through a personal account, if provided. Even if access to the office is restricted, the operator must retain access to the complaint section. The application is accompanied by documents confirming the unreasonableness of the decision: a reasoned notification to the operator, the provisions of the contract or law to which he refers, as well as documents refuting the violation or confirming its elimination.
The operator must respond no later than 15 days from the date of filing the complaint. Recognizing it as justified, the platform cancels the applied measures within 48 hours. The same period applies if the circumstances that gave rise to the blocking are eliminated: the operator removes the restriction within 48 hours from the moment he learned about it.
A pre-trial complaint is mandatory for all listed disputes — without it, going to court is impossible. There is only one exception: a block executed pursuant to a court decision or an act of a government agency that has entered into force. In such cases, the pre-trial procedure established by article 14 of the Law does not apply.
In practice, this means changing the logic of working with claims for any seller on large Russian sites. Before fixing losses and preparing a claim, you will have to go through an internal procedure — with documents and on time. The seller should keep the platform's notification immediately after the block: record the reason for the restriction, the date, and the list of affected cards or cabinet functions. This package of documents will form the basis for both a complaint to the operator and a possible trial.
If the card is withdrawn from sale, it is worth checking separately whether this is related to new requirements for product data: platforms verify information with state registers, and a second check may be required if codes, markings, or permits are changed.
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