1. Overall goal and session logic
Goal: participants understand the differences between non-conformity of goods with the contract (after 01/01/2023), warranty (voluntary), the right of withdrawal (distance/off-premises purchases) and ADR/mediation, and can write a complete complaint letter, use the right of withdrawal, and plan escalation (Consumer Ombudsman/Trade Inspection).
Logic: rights map → case analysis → letters (3 templates) → escalation paths and evidence → 30-day plan.
Final outputs: 1) PK1 — Consumer rights map (summary), 2) PK2 — Complaint checklist (non-conformity), 3) PK3 — Warranty vs non-conformity (comparison), 4) PK4 — 14-day withdrawal (form + exceptions), 5) PK5 — Complaint letter (template A2–B2), 6) PK6 — Withdrawal letter (template), 7) PK7 — Escalation: Ombudsman/Trade Inspection/ADR (contacts + steps), 8) PK8 — Evidence package (what to collect and how), 9) PK9 — 30-day plan (3 actions), 10) PK‑R — Outcomes assessment rubric.
2. Learning outcomes (knowledge • skills • attitudes)
Knowledge: knows the basics of non-conformity of goods with the contract (after 01/01/2023), understands warranty and its voluntary nature, knows the rules for withdrawal in distance purchases (generally 14 days; exceptions), understands ADR/mediation and where to seek help (Consumer Ombudsman, Trade Inspection). Skills:
completes a full complaint letter (PK5) and a withdrawal form (PK6);
selects the right path: complaint/warranty/withdrawal/mediation;
collects evidence (PK8) and keeps a calendar of deadlines;
prepares a 30-day action plan (PK9). Attitudes: assertiveness, fact-based work, care for documents, awareness of exceptions.
3. Organisational parameters
Room setup: U-shape + 4 tables; 2 flipcharts; projector; timer.
Materials (A4/A3, 1 per person): PK1–PK9, PK‑R; sample terms & conditions (fictional), receipts/invoices (anonymised), chat screenshots (fictional).
Evaluation: Mentimeter PRE/POST (3 questions – section 4) + PK‑R rubric (observation).
4. Mentimeter — questions (PRE and POST)
“I know which path to choose: complaint / warranty / withdrawal.”
“I can write a complaint letter with a full description and request.”
“I know the escalation steps (Ombudsman/Inspection/ADR) and what to collect as evidence.”
5. Detailed agenda (180’)
Goal: provide the legal framework without jargon. Instructions: present goals and outputs; rules: voluntariness, safety, no sharing sellers’ personal data; we work on examples.
Goal: activate the group’s experience. Instructions: the trainer reads 8 statements (e.g., “Returns in a stationary store are mandatory” — MYTH; “As a rule, I can withdraw from a distance contract within 14 days” — TRUE; “A warranty is mandatory” — MYTH). Short discussion and reference to PK1.
Goal: set “when to use what”. Materials: PK1, PK3, PK4. Instructions (mini-input 12’):
Non-conformity of goods with the contract (consumer sales after 01/01/2023): priority of repair/replacement, then price reduction/withdrawal—under the Consumer Rights Act.
Warranty — a voluntary commitment of the manufacturer; terms only in the warranty document; works alongside non-conformity.
Withdrawal for distance/off-premises purchases—generally 14 days to decide; exceptions (e.g., made-to-order goods, sealed hygiene items after opening, digital content started with consent and information about loss of the right). Exercise (20’): for 8 cases (e.g., shoes with a sole coming off after a week; online licence codes; a phone bought online—you just don’t like it; unpacked headphones), match the right path + request and deadline. Write it down on PK1/PK3/PK4.
Goal: write an effective letter. Materials: PK2 (checklist), PK5 (letter template), sample evidence. Instructions:
PK2 — checklist: parties’ details, facts description (what/when/where), non-conformity symptom, specific request (repair/replacement/price reduction/withdrawal), deadline, legal basis (generally: “Consumer Rights Act”), attachments (evidence).
PK5 — letter (A2–B2): work in pairs on 2 cases (home appliances, clothing). Each creates max 12 sentences, plain language, no emotions, with a list of attachments.
Cross quality check: swap letters and check them against PK2. Criterion: the letter includes a complete request and a deadline.
Goal: step-by-step procedure. Materials: PK4 (form + exceptions), PK6 (template). Instructions:
How and when deadlines are counted (generally 14 days from delivery / from conclusion for services), where to send, who covers return shipping costs (depending on the terms—if informed, usually the consumer), and refunds by the seller after receiving the goods or proof of return.
Exclusions (discuss the 8 most common).
Exercise (15’): fill in PK6 for the case “shoes bought online – wrong size” and prepare a (fictional) return label. Criterion: PK6 completed fully.
Goal: what next if the seller refuses? Materials: PK7 (contacts and steps), PK8 (evidence). Instructions:
Escalation order: seller → Consumer Ombudsman (free support) → Trade Inspection/ADR (mediation at WIIH; generally 90 days to conclude) → court (final stage).
Payments: if paid by card—report to the bank (chargeback); if bank transfer/BLIK—a bank complaint may be possible, but it is not standard chargeback; keep correspondence and report unfair practices to UOKiK when they indicate a broader issue.
PK8 — evidence: order/payment confirmations, correspondence, photos/video of the defect, shipment numbers, terms/offer on the purchase date (screenshot). Exercise (12’): in groups of three, create an escalation map for the case “phone still faulty after repair” (request replacement → refusal). Criterion: everyone enters local contacts in PK7 and their escalation plan.
Goal: wrap-up and implementation. Instructions: POST (the same 3 questions). On PK9, write 3 actions for the next 30 days (e.g., “I will organise purchase evidence”, “I will prepare a letter template”, “I will check the return form in 2 shops”).
Instructions: reminder—always read the terms and note deadlines; keep copies of correspondence and confirmations; know where to seek help.
6. Facilitation good practices
Plain language (A2–B2): short sentences, bullet points, no jargon.
Facts > emotions: describe the issue, include dates, order numbers, your request and a deadline.
Digital safety: do not send scans of documents to unknown addresses; type links manually (link to scenario 15).
Case work: neutral examples, anonymisation.
Links: household budget (scenario 14), work in Poland (scenario 09), digital topics (scenario 15).
7. Adaptations, plan B, variants
Language barrier: glossary on cards (PL↔UA); notes allowed; mixed-language pairs.
Small group (≤10): more 1:1 work on letters; phone-call simulations.
Less time (120’): M1 20’, M2 25’, M3 20’, M4 25’; PK9 as homework.
More time (+30’): add a block “Digital services and subscriptions” (withdrawal, auto-renewals).
8. Evaluation and indicators for reporting
Mentimeter PRE/POST — 3 questions.
Outputs: PK5 (letters), PK6 (withdrawals), PK7 (contacts), PK8 (evidence list), PK9 (plan).
PK‑R rubric (0–2 pts/criterion, max 10):
Choosing the right path,
Letter quality (PK5),
Correctness of withdrawal (PK6),
Complete escalation plan (PK7),
Evidence package (PK8). Interpretation: 0–3 beginner; 4–7 solid; 8–10 ready to act.
9. Printables (ready-to-use content)
10. Branding and compliance (trainer)
On the cards: “Bridges of Hope” logo, EU flag + “Co-funded by the European Union”, Erasmus+ logo; partners (KIS, Asociația Se Poate).
Space for the project number and information clause.
11. Trainer checklist (before/after) (trainer)
Before: printouts of PK1–PK9 and cases; Mentimeter; timer; sticky notes. After: photos of outputs (no personal data), record Mentimeter results, “1 step / 7 days” list for follow-up.
Materials (interactive + printables)
Each card has a button Print and the funding acknowledgement (hidden on screen in trainer mode, but always present in print).
PK1 — Consumer rights map (summary)
Consumer sale (after 01/01/2023).
Voluntary (per the warranty document). Works alongside non-conformity.
As a rule, 14 days to decide (with exceptions).
If the seller refuses / drags the case out.
PK2 — Complaint checklist (non-conformity)
PK3 — Warranty vs non-conformity (comparison)
| Criterion | Warranty | Non-conformity of goods with the contract |
|---|---|---|
| Who is responsible? | ||
| Duration | ||
| Scope | ||
| Order of claims | ||
| Pros/cons |
PK4 — 14-day withdrawal (form + exceptions)
PK5 — Complaint letter (template A2–B2)
PK6 — Withdrawal letter (template)
PK7 — Escalation: Ombudsman/Trade Inspection/ADR
- Contact the seller + letter (PK5) + evidence (PK8)
- Consumer Ombudsman (free support)
- Trade Inspection / ADR (mediation at WIIH)
- Bank (chargeback) — if paid by card (optional)
- Court (final stage)
| Institution / channel | Contact (phone/website/email) | What I attach | Deadline / note |
|---|---|---|---|
| Consumer Ombudsman | |||
| Trade Inspection / ADR (WIIH) | |||
| Bank (chargeback) | |||
| Other |
PK8 — Evidence package (what to collect)
PK9 — 30-day plan (3 actions)
| Period | What do I do? | Evidence/output | Status |
|---|---|---|---|
| Day 1–7 | |||
| Day 8–21 | |||
| Day 22–30 |
PK‑R — Outcomes assessment rubric
Additional material — Store terms (fictional)
1. Delivery: delivery time 2–5 business days. Delivery cost: 0–25 PLN.
2. Returns (withdrawal): 14 days from delivery. The consumer bears the return shipping cost if they were informed.
3. Complaints: submit by email or form. Recommended: description, photos, proof of purchase.
4. Digital content: after the service has started with consent and information about loss of the right to withdraw—no 14 days.
5. Contact: support@fictional-shop.example, tel. 000‑000‑000.
Additional material — Receipt/Invoice (fictional)
| SALES DOCUMENT (FICTIONAL) | |||
|---|---|---|---|
| Store | Date | ||
| Document no. | Order no. | ||
| Product | Price | ||
| Payment method | Amount | ||
Additional material — Chat screenshot (fictional)
Consumer: Hello, the headphones from order ORD‑123 stopped working after a week. I request a replacement.
Store: Only the manufacturer’s warranty applies. Please send it to the service centre and wait.
Consumer: I am submitting a complaint to the seller due to non-conformity. Please confirm receipt.
Store: Please don’t write, it won’t help anyway. Only by phone.