360 Reclamaciones

Description

Virtual Complaints Book for Peru in WordPress, with forms, registration, management, notifications, and export.

Why is a Virtual Libro de Reclamaciones important in Peru?

For businesses that sell products or provide services through websites or digital commerce platforms, the Libro de Reclamaciones is an important part of consumer protection and post-sale attention. Indecopi states that the virtual book must be accessible through the same virtual environment where products or services are offered, and that the consumer must be able to print or receive a copy of the complaint or grievance. The provider must also make the Libro de Reclamaciones notice visible and accessible.

The provider is responsible for receiving, recording, preserving, and responding to the complaints and grievances submitted through its Libro de Reclamaciones. Indecopi currently states that the response must be provided within a maximum of 15 business days, without extension.

Who should consider using a Virtual Libro de Reclamaciones?

360 Reclamaciones is intended for:

• Commercial establishments open to the public that need a digital channel for their Libro de Reclamaciones.
• Businesses that sell products or provide services through websites.
• E-commerce stores and digital commerce platforms.
• Businesses that want to centralize complaints and grievances received through their WordPress website.
• Businesses that need an administrative record, history, notifications, responses, and exports for their internal management.

Law No. 32495 modified Articles 150 and 151 of Law No. 29571 to expressly include digital e-commerce platforms and require a visible and permanently accessible link to the Libro de Reclamaciones. The Executive Branch published a proposal in July 2026 to update the implementing regulation following those statutory changes; therefore, providers should review the latest official rules and guidance before relying on any specific compliance interpretation.

What does 360 Reclamaciones do?

The plugin provides a WordPress-based workflow for receiving and managing complaints and grievances, including:

• Public virtual complaint and grievance form.
• Consumer identification and contact information.
• Provider information and configurable legal information.
• Complaint or grievance classification.
• Product or service information and amount.
• Unique registration code for each submission.
• Secure storage in the WordPress database.
• Administrative search, filters, pagination, and status management.
• Email notifications to the responsible administrator.
• Customer confirmation and responses.
• Internal history of record changes.
• Printable complaint records.
• XLSX export for administrative use.
• Configurable privacy and legal notice text.
• Shortcode support for embedding the form in a WordPress page.

Important compliance information

360 Reclamaciones is a software tool. It does not constitute legal advice, does not certify a website as compliant, and does not replace the obligations of the provider under Peruvian consumer-protection law.

The provider remains responsible for:

• Determining whether and in what form a Libro de Reclamaciones is required for its business.
• Configuring its legal identity, RUC, address, contact information, and other required data correctly.
• Placing the Libro de Reclamaciones notice and access link in the location required by applicable rules.
• Ensuring the virtual book is accessible to consumers.
• Preserving records and evidence of communications and responses.
• Responding to complaints and grievances within the applicable legal deadline.
• Maintaining appropriate privacy, security, retention, and data-protection practices.
• Reviewing changes to Peruvian legislation and official Indecopi guidance.

Indecopi provides official information and a free tool for generating the official Libro de Reclamaciones format and notice. The use of this plugin is independent from Indecopi and does not imply endorsement, certification, or affiliation with Indecopi.

Official references

• Indecopi – Libro de Reclamaciones
• Indecopi – Implementa tu Libro de Reclamaciones
• Ley N.° 29571 – Código de Protección y Defensa del Consumidor
• Ley N.° 32495 – modifica los artículos 150 y 151 de la Ley N.° 29571
• Decreto Supremo N.° 011-2011-PCM – Reglamento del Libro de Reclamaciones

Features

• Responsive public complaints and claims form.
• Consumer information and optional guardian details for minors.
• Identity document and contact information fields.
• Product, service, or product and service details.
• Optional claimed amount and currency.
• Complaint and claim classification.
• Unique record code for every submission.
• WordPress database storage.
• Administrative dashboard with search, filters, and pagination.
• Status management: New, In Progress, Responded, and Closed.
• Administrator email notifications with CC and BCC support.
• Customer confirmation and direct customer replies.
• Internal history of record changes.
• Printable complaint record.
• XLSX export with Spanish column headings.
• Editable privacy and legal notice text.
• Basic form appearance settings.
• Shortcode: [net360reclamaciones]
• Legacy shortcode: [360_reclamaciones]

Shortcode

[net360reclamaciones]

Privacy

The site administrator is responsible for configuring the privacy notice, legal information, data recipients, retention periods, and any data transfers required by applicable law.