Forming a strategy for the largest Russian online retailer on handling the consumer disputes

The lawyers of the firm have formed a strategy for the client on handling the consumer disputes, including introducing changes to business processes of the client and legal documents on legal commitments with the customers. As a result, the changes were introduced to the pre-trial engagement strategy between the client and the customers, the strategies of handling legal disputes were formed and implemented as well as the full-time participation of the client's representatives in all disputes with the so-called ‘consumer extremists’ was ensured. Due to the lawyers’ involvement, during the year of work on the project the average monthly number of claims in the courts of general jurisdiction decreased by 30% and the client saved more than 100,000,000 rubles.