Online Dispute Resolution | European Commission

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$("li").removeClass("has-error"); $(document).find('span.help-block').each(function() { $(this).html(""); }); $(validationMsg).each(function(i) { var valid = this.valid; if (!valid) { var element = $('input[name="'+this.name +'"],select[name="'+this.name +'"],textarea[name="'+this.name+'"]')[0]; var errorMsg = this.message; // totalError++; // messages += "<li>" + $(element).attr("alt") + ": " + errorMsg + "</li>"; if ($(element).attr('data-valid-element')){ var elementName = $(element).attr('data-valid-element'); element = $('input[name="'+ elementName +'"],select[name="'+ elementName +'"],textarea[name="'+ elementName +'"]')[0]; } var tab = $(element).parents("div.tab-pane")[0]; var tabID = $(tab).attr("id"); if ($.inArray(tabID, tabPanes) === -1){ tabPanes.push(tabID); } if ($("div").find('[data-validation-title='+ $(element).attr("name") +']').length > 0){ $("div").find('[data-validation-title='+ $(element).attr("name") +']').addClass("has-error"); } else{ $(element).parent("div").addClass("has-error"); } var spanMsgId = $(element).attr("aria-describedby"); if ($(element).is(":checkbox, :radio")){ spanMsgId = $(element).attr("data-help-block"); } $("#" + spanMsgId ).parent('div').addClass('has-error'); $("#" + spanMsgId ).html(errorMsg); } }); $(tabPanes).each(function(i, id) { $("a[href$='"+id+"']").parent("li").addClass("has-error"); }); } /***** VALIDATION GENERIC FUNCTION********************************* errContainer: div error container errorSpan : the span where the error text is displayed ******************************************************************/ function showValidationErrors(validationMessage, errContainer, errSpan) { var message = ""; var messages = ""; var totalError = 0; validationMessage = "[" + validationMessage + "]"; $("#" + errContainer).html("").hide(); $(".has-error").removeClass("has-error"); $(document).find('.help-block').each(function() { $(this).html(""); }); $($.parseJSON(validationMessage)).each(function() { var valid = this.valid; if (!valid) { var element = $('input[name="'+this.name +'"],select[name="'+this.name +'"],textarea[name="'+this.name+'"]')[0]; var errorMsg = this.message; totalError++; var elementLabel = $(element).parents('div.form-group').find('label:first-child').clone(); /**Remove help link**/ if ((elementLabel.find('[data-help]')).length > 0){ elementLabel.find('a').nextAll().remove(); elementLabel.find('a').remove(); } /**Remove asterisk**/ elementLabel.find('span.mandatory-data').remove(); if (typeof(elementLabel.html()) === 'undefined') messages += "<li>" + ' ' + totalError + ": " + errorMsg + "</li>"; else messages += "<li>" + elementLabel.html() + ": " + errorMsg + "</li>"; // messages += "<li>" + $(element).parents('.form-group').find('label:first-child').text() + ": " + errorMsg + "</li>"; $(element).parents(".form-group").addClass("has-error"); if ($(element).is(":radio, :checkbox")) if 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'There\x20is\x201\x20missing\x20or\x20invalid\x20field\x20in\x20your\x20form.' : 'There\x20are\x20\x3Cb\x3E\x5BX\x5D\x3C\x2Fb\x3E\x20missing\x20or\x20invalid\x20fields\x20in\x20your\x20form.\x20Please\x20correct\x20them\x20and\x20try\x20again.'; message = message.replace("[X]", totalError); message += '<ul>' + messages + '</ul>'; if (totalError != 0) { $("#" + errContainer).show(); $("#" + errContainer).html('<p>'+message+'</p>'); } } function validatorDefaultSettings(){ $.validator.setDefaults({ errorElement:'span', errorClass:'has-error', errorLabelContainer:'#errorContainerPop', onfocusout:function (element) { $(this.currentForm).validate();}, onclick:function (element) { $(this.currentForm).validate(); }, validClass : 'has-success', showErrors: function (errorMap, errorList) { var errClass = "has-error"; var validClass = "has-success"; var messages = ""; var errorExplanation = ""; var totalError = 0; var invalidElem = []; $.each(errorList, function (index, value) { totalError++; var id = $(value.element).attr('id'); /**Avoid to display the contextual help that have some elements **/ var elementLabel = $("#"+id).parents('.form-group').find('label:first-child').clone(); if ((elementLabel.find('[data-help]')).length > 0){ //(elementLabel.find('a').nextAll().remove()).find('a').remove() ; elementLabel.find('a').nextAll().remove(); elementLabel.find('a').remove(); } messages += "<li id='error_" + id + "'>" + elementLabel.html() + ": " + value.message + "</li>"; if ($("#" + id).is(":radio, :checkbox")){ $("#" + id).parents(".form-group").find('.help-block').html(value.message ); } else{ $("#" + id).parents(".form-group").find('.help-block').html(value.message ); } }); if (this.settings.unhighlight) { for ( var i = 0, elements = this.validElements(); elements[i]; i++ ) { this.settings.unhighlight.call( this, elements[i], this.settings.errorClass, this.settings.validClass ); } } for ( var i = 0; this.errorList[i]; i++ ) { var error = this.errorList[i]; this.settings.highlight && this.settings.highlight.call( this, error.element, this.settings.errorClass, this.settings.validClass ); } if (submitted) { var message = totalError == 1 ? 'There\x20is\x201\x20missing\x20or\x20invalid\x20field\x20in\x20your\x20form.' : 'There\x20are\x20\x3Cb\x3E\x5BX\x5D\x3C\x2Fb\x3E\x20missing\x20or\x20invalid\x20fields\x20in\x20your\x20form.\x20Please\x20correct\x20them\x20and\x20try\x20again.'; message = message.replace("[X]", totalError); message += '<ul id="formErrors_'+ $(this.currentForm).attr('name')+'">' + messages + '</ul>'; if (totalError != 0) { $('#errorContainerPop').show(); $('#errorContainerPop').html('<p>'+message+'</p>'); } submitted = false; } }, highlight: function(element) { $(element).parents(".form-group").addClass('has-error'); }, unhighlight: function(element) { $(element).parents(".form-group").removeClass('has-error').addClass('has-success'); $(element).parents(".form-group").find('.help-block').html(''); }, success: "valid" }); } </script> <title> Online Dispute Resolution | European Commission </title> <script defer="defer" src="//europa.eu/webtools/load.js?globan=1110" type="text/javascript"></script> 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href="https://ec.europa.eu/info/live-work-travel-eu/consumers_en" class="ecl-breadcrumbs__link"> Consumers </a> </li> <li class="ecl-breadcrumbs__segment"> <a href="https://ec.europa.eu/info/live-work-travel-eu/consumers/resolve-your-consumer-complaint_en" class="ecl-breadcrumbs__link"> Resolve your consumer complaint </a> </li> </ol> </nav> <div class="ecl-page-header__body"> <div class="ecl-page-header__title"> <h1 class="ecl-heading ecl-heading--h1 ecl-u-color-white" > Online Dispute Resolution </h1> </div> </div> </div> </div> <nav class="ecl-navigation-menu" aria-label="Main Navigation"> <div class="ecl-container"> <button class="ecl-navigation-menu__toggle ecl-navigation-menu__hamburger ecl-navigation-menu__hamburger--squeeze" aria-controls="nav-menu-expandable-root" aria-expanded="false"> <span class="ecl-navigation-menu__hamburger-box"> <span class="ecl-navigation-menu__hamburger-inner"> </span> </span> <span class="ecl-navigation-menu__hamburger-label"> Menu </span> </button> <ul class="ecl-navigation-menu__root" id="nav-menu-expandable-root" > <li class="ecl-navigation-menu__item "> <a href="https://ec.europa.eu/consumers/odr/main/?event=main.home2.show" class="ecl-navigation-menu__link"> Home </a> </li> <li class="ecl-navigation-menu__item "> <a href="https://ec.europa.eu/consumers/odr/main/?event=main.complaints.screeningphase" class="ecl-navigation-menu__link"> Start your case </a> </li> <li class="ecl-navigation-menu__item "> <a href="https://ec.europa.eu/consumers/odr/main/?event=main.home.howitworks" class="ecl-navigation-menu__link"> How it works </a> </li> <li class="ecl-navigation-menu__item "> <a href="https://ec.europa.eu/consumers/odr/main/?event=main.consumer.rights" class="ecl-navigation-menu__link"> Consumer rights </a> </li> <li class="ecl-navigation-menu__item "> <a href="https://ec.europa.eu/consumers/odr/main/?event=main.trader.register" class="ecl-navigation-menu__link"> Traders' section </a> </li> <li class="ecl-navigation-menu__item "> <a href="https://ec.europa.eu/consumers/odr/main/?event=main.adr.show2" class="ecl-navigation-menu__link"> Dispute resolution bodies </a> </li> <li class="ecl-navigation-menu__item "> <a href="https://ec.europa.eu/consumers/odr/main/?event=main.help.new" class="ecl-navigation-menu__link"> Help </a> </li> </ul> </div> </nav> <div class="page-content"> <div class="container-fluid"> <div class="ecl-row ecl-u-mt-xxs"> <div class="ecl-col-12"> <div class="ecl-message" style="border-radius: 15px;" role="alert"> <span class="ecl-u-sr-only">Informative message</span> The European Online Dispute Resolution Platform will be discontinued as of 20 July 2025, following the adoption of the <a href="https://eur-lex.europa.eu/eli/reg/2024/3228/oj" target="_blank">Regulation - EU - 2024/3228 - EN - EUR-Lex</a><br/><br/> The last date to submit new complaints on the ODR Platform is 20 March 2025. You will still be able to use the platform until 19 July 2025, for the complaints submitted by 20 March 2025. You can find information on other dispute resolution tools <a href="https://ec.europa.eu/consumers/odr/main/?event=main.consumer.rights#inline-nav-2">here</a>.<br/><br/> Pursuant to Article 2(4) of the Regulation 2024/3228/EU, all users information, including personal data will be deleted on 20 July 2025 at the latest. We therefore ask you to export all data relevant to your case before 19 July 2025.<br/><br/> If you have any difficulties accessing your data, the European Commission will assist you. Please send an email to <a href="mailto:JUST-EC-ODR-REPEAL@ec.europa.eu">JUST-EC-ODR-REPEAL@ec.europa.eu</a> and we will reply to you as soon as we can. Kindly note that this email is only available for requests related to retrieving your data from the platform. Our privacy statement is available <a href="https://ec.europa.eu/consumers/odr/main/?event=main.privacy.show">here</a>.<br/><br/> For any other assistance until 19 July 2025, please get in touch with your <a href="https://ec.europa.eu/consumers/odr/main/?event=main.complaints.odrList#inline-nav-3">national contact point</a>. The Commission will cooperate with the national contact points in the new information website helping consumers to find appropriate dispute resolution tools. </div> </div> </div> </div> </div> <main role="main"> <div class="ecl-container ecl-u-mv-l"> <div class="ecl-row"> <div class="ecl-col-12 screening-phase"> <ul id="consumer-panel" role="presentation"> <li class="form-horizontal"> <h2 class="ecl-heading ecl-heading--h2">Tell us about your consumer problem</h2> <form action="https://ec.europa.eu/consumers/odr/main/?event=main.home.selfTestResult" method="post" id="selfTestForm" autocomplete="off"> <input type="hidden" id="csrfToken" name="csrfToken" value="137691B6E56685F37E8FD55DADB6FFBDDC0D1721" /> <div id="create-consumer-complaint-new"> <div class="ecl-row form-group" id="selfTest-question-1"> <label for="consumerCountry" class="ecl-form-label ecl-col-sm-4 question-label"> I live in ... <span class="mandatory-data"> * </span> </label> <div class="ecl-col-sm-6"> <select id="consumerCountry" name="consumerCountry" class="ecl-select" data-list="extend" data-source="countries" aria-label="I live in ..." aria-required="true"> <option value=""> Select a country </option> <option value="AT"> Austria </option> <option value="BE"> Belgium </option> <option value="BG"> Bulgaria </option> <option value="HR"> Croatia </option> <option value="CY"> Cyprus </option> <option value="CZ"> Czech Republic </option> <option value="DK"> Denmark </option> <option value="EE"> Estonia </option> <option value="FI"> Finland </option> <option value="FR"> France </option> <option value="DE"> Germany </option> <option value="GR"> Greece </option> <option value="HU"> Hungary </option> <option value="IS"> Iceland </option> <option value="IE"> Ireland </option> <option value="IT"> Italy </option> <option value="LV"> Latvia </option> <option value="LI"> Liechtenstein </option> <option value="LT"> Lithuania </option> <option value="LU"> Luxembourg </option> <option value="MT"> Malta </option> <option value="NL"> Netherlands </option> <option value="NO"> Norway </option> <option value="PL"> Poland </option> <option value="PT"> Portugal </option> <option value="RO"> Romania </option> <option value="SK"> Slovakia </option> <option value="SI"> Slovenia </option> <option value="ES"> Spain </option> <option value="SE"> Sweden </option> <option value="OT"> Other </option> </select> </div> </div> <div class="ecl-row form-group"> <div class="ecl-col-sm-10" id="end-question-1"> <div class="help-block ecl-message" aria-live="assertive" > Seek legal advice <br/> We offer tools designed for disputes between consumers and traders in the EU, Iceland, Liechtenstein and Norway. You may be able to get help from a consumer organisation or a lawyer. <br/> To find a consumer organisation in the EU, Iceland or Norway, <a href="https://commission.europa.eu/strategy-and-policy/policies/consumers/consumer-protection-policy/our-partners-consumer-issues/national-consumer-bodies_en" target="_blank" class="dspTitle">Go here</a> <br/> To find a lawyer, <a href="https://beta.e-justice.europa.eu/334/EN/lawyers " target="_blank" class="dspTitle">Go here</a> </div> </div> </div> <div class="ecl-row form-group" id="selfTest-question-2"> <label for="traderCountry" class="ecl-form-label ecl-col-sm-4 question-label"> The trader is based in… <span class="mandatory-data"> * </span> </label> <div class="ecl-col-sm-6"> <select id="traderCountry" name="traderCountry" class="ecl-select" data-list="extend" data-source="countries" aria-label="The trader is based in…" aria-required="true"> <option value=""> Select a country </option> <option value="AT"> Austria </option> <option value="BE"> Belgium </option> <option value="BG"> Bulgaria </option> <option value="HR"> Croatia </option> <option value="CY"> Cyprus </option> <option value="CZ"> Czech Republic </option> <option value="DK"> Denmark </option> <option value="EE"> Estonia </option> <option value="FI"> Finland </option> <option value="FR"> France </option> <option value="DE"> Germany </option> <option value="GR"> Greece </option> <option value="HU"> Hungary </option> <option value="IS"> Iceland </option> <option value="IE"> Ireland </option> <option value="IT"> Italy </option> <option value="LV"> Latvia </option> <option value="LI"> Liechtenstein </option> <option value="LT"> Lithuania </option> <option value="LU"> Luxembourg </option> <option value="MT"> Malta </option> <option value="NL"> Netherlands </option> <option value="NO"> Norway </option> <option value="PL"> Poland </option> <option value="PT"> Portugal </option> <option value="RO"> Romania </option> <option value="SK"> Slovakia </option> <option value="SI"> Slovenia </option> <option value="ES"> Spain </option> <option value="SE"> Sweden </option> <option value="OT"> Other / Don't know </option> </select> </div> </div> <div class="ecl-row form-group"> <div class="ecl-col-sm-10" id="end-question-2"> <div class="help-block ecl-message" aria-live="assertive" > Seek legal advice <br/> We offer tools designed for disputes between consumers and traders in the EU, Iceland, Liechtenstein and Norway. You may be able to get help from a consumer organisation or a lawyer. <br/> To find a consumer organisation in the EU, Iceland or Norway, <a href="https://commission.europa.eu/strategy-and-policy/policies/consumers/consumer-protection-policy/our-partners-consumer-issues/national-consumer-bodies_en" target="_blank" class="dspTitle">Go here</a> <br/> To find a lawyer, <a href="https://beta.e-justice.europa.eu/334/EN/lawyers " target="_blank" class="dspTitle">Go here</a> </div> </div> </div> <div class="ecl-row form-group" id="selfTest-question-3"> <label for="selfTest-question3" class="ecl-form-label ecl-col-sm-4 question-label"> I purchased it... <span class="mandatory-data"> *</span> </label> <div class="ecl-col-sm-2 ecl-u-f-l"> <label for="selfTest-question3-Y" class="ecl-form-label ecl-radio"> <input id="selfTest-question3-Y" name="selfTest-question3" class="ecl-radio__input ecl-u-sr-only" type="radio" value="Y" > <span class="ecl-radio__label">Online</span> </label> </div> <div class="ecl-col-sm-4 ecl-u-f-l"> <label for="selfTest-question3-N" class="ecl-form-label ecl-radio"> <input id="selfTest-question3-N" name="selfTest-question3" class="ecl-radio__input ecl-u-sr-only" type="radio" value="N" > <span class="ecl-radio__label">Not online (shop, door-to-door, mail order)</span> </label> </div> </div> <div class="ecl-row form-group" id="selfTest-question-4"> <label for="selfTest-question4" class="ecl-form-label ecl-col-sm-4 question-label"> I have already tried... <span class="mandatory-data"> * </span> <br/> (Tick all that apply)<br /> </label> <div class="ecl-col-sm-6"> <select id="selfTest-question4" name="selfTest-question4" multiple size=4 class="ecl-select" aria-label="I have already tried..." aria-required="true"> <option value="1"> Contacting the trader </option> <option value="2"> Using a dispute resolution body </option> <option value="3"> Court procedure </option> <option value="4"> Other / Don't know </option> </select> </div> </div> <div class="ecl-row form-group"> <div class="ecl-col-sm-10" id="end-question-4"> <div class="help-block ecl-message" aria-live="assertive" > Seek legal advice <br/> We recommend that you seek a professional opinion. <br/> To consult with a national consumer organisation, <a href="https://commission.europa.eu/strategy-and-policy/policies/consumers/consumer-protection-policy/our-partners-consumer-issues/national-consumer-bodies_en" target="_blank" class="dspTitle">Go here</a> <br/> To search for a lawyer, <a href="https://beta.e-justice.europa.eu/334/EN/lawyers" target="_blank" class="dspTitle" >Go here</a> </div> </div> </div> <div class="ecl-row form-group" id="selfTest-question-5"> <label for="selfTest-question5" class="ecl-form-label ecl-col-sm-4 question-label"> My problem concerns… <span class="mandatory-data"> * </span> <br/> (Tick all that apply)<br /> </label> <div class="ecl-col-sm-6"> <select id="selfTest-question5" name="selfTest-question5" multiple size=4 class="ecl-select" aria-label="My problem concerns…" aria-required="true"> <option value="2"> Financial services (mortgage, insurance, banking, etc.) </option> <option value="4"> A good or service that cost more than 5 000 EUR </option> <option value="5"> An internet fraud/phishing/scam </option> <option value=""> Other / Don't know </option> </select> </div> </div> <div class="ecl-row"> <div class="ecl-col-sm-10 screening-phase-ctrls ecl-u-f-l"> <button id = "ResetForm" class="btn" data-dismiss="modal" type="reset">Cancel</button> <button class="ecl-button ecl-button--primary ecl-button--caret-right ecl-u-f-r mainFormButton" type="submit" id="seeResults" disabled=""> See the results </button> </div> </div> </div> </form> </li> </ul> </div> </div> </div> </main> <footer class="ecl-footer"> <div class="ecl-footer__site-identity"> <div class="ecl-container"> <div class="ecl-row"> <div class="ecl-col-sm ecl-footer__column"> <ul class="ecl-footer__menu ecl-list--unstyled" > <li class="ecl-footer__menu-item" 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