Only Bulgarian traders and consumers can be registered in NAIS online platform. Non-Bulgarian traders and consumers can address NAIS for dispute resolution through the ODR platform of the European Union.

Direct negotiations between a consumer and a trader are conducted entirely online, in the form of a chat, and both parties receive notifications of new events at the e-mail addresses they specified during registration.

In order a consumer and a trader to participate in direct negotiations,  it is necessary for the consumer to file a complaint on the online platform of NAIS.

Important! Direct negotiations can only take place if the trader is:

  • Registered in the NAIS platform,
  • Associate member of NAIS,
  • Has paid an annual membership fee and
  • Has purchased credits for direct negotiations.

When a trader opens the complaint screen, he must choose the type of prcedure for solving the dispute. 

NAIS recommends that before proceeding to mediation, traders should negotiate directly with their clients on their complaints and only in case they cannot agree, ask for help from a mediator. We have made this easy and fast directly on the complaint screen.


At any time, when the consumer and the trader decide, they may request to proceed to mediation, which starts only with the express consent of both parties.

The price for the NAIS Direct Negotiations service can be seen in the Associate Members menu.