{"$schema":"https://json-schema.org/draft/2020-12/schema","title":"Complaint reply - Réponse à une réclamation client / Antwoord op klantenklacht (BE)","description":"Belgian reply of an enterprise to a written complaint of a customer, consumer (Code of economic law Book XVI) or business. The remedy, the amounts, the dates and the liability wording are given by the user; no response time, no admission and no link to the European ODR platform is printed.","type":"object","additionalProperties":false,"required":["sender","recipient","reply","complaint","remedy","signature"],"properties":{"sender":{"type":"object","description":"the seller: the enterprise (CSA art. 2:20 for a legal person, Code of economic law art. III.25).","additionalProperties":false,"properties":{"name":{"type":"string","description":"Name or company name."},"legal_form":{"type":"string","description":"Legal form: SRL, SA, SC, SComm, SNC, ASBL, AISBL, foundation, or EI (sole trader).","enum":["SRL","SA","SC","SComm","SNC","ASBL","AISBL","foundation","EI"]},"enterprise_number":{"type":"string","description":"Belgian enterprise number (KBO/BCE), written 0123.456.789 (Code of economic law art. III.25, al. 1).","pattern":"^[01][0-9]{3}\\.[0-9]{3}\\.[0-9]{3}$"},"vat_number":{"type":"string","description":"Belgian VAT number, written BE0123456789 (leave out if none).","pattern":"^BE[01][0-9]{9}$"},"address":{"type":"string","description":"Street and number of the seat."},"postal_code":{"type":"string","description":"Postal code of the seat."},"commune":{"type":"string","description":"Municipality of the seat."},"domiciliation":{"type":"string","description":"Domiciliation (Code of economic law art. III.25, al. 2), when it differs from the seat."},"rpm_court":{"type":"string","description":"Court of the seat for the mention 'RPM' (CSA art. 2:20, 5°), as the enterprise writes it."},"in_liquidation":{"type":"boolean","description":"True if the legal person is in liquidation (CSA art. 2:20, 7°)."},"iban":{"type":"string","description":"IBAN of a payment account the enterprise holds (Code of economic law art. III.25, al. 2)."},"email":{"type":"string","description":"E-mail address (CSA art. 2:20, 6°)."},"website":{"type":"string","description":"Website (CSA art. 2:20, 6°)."}},"required":["name","legal_form","enterprise_number","address","postal_code","commune","iban"],"allOf":[{"if":{"properties":{"legal_form":{"enum":["SRL","SA","SC","SComm","SNC","ASBL","AISBL","foundation"]}},"required":["legal_form"]},"then":{"required":["rpm_court"]}}]},"recipient":{"type":"object","description":"The customer who complained.","additionalProperties":false,"properties":{"name":{"type":"string","description":"Name of the customer."},"address":{"type":"string","description":"Street and number."},"postal_code":{"type":"string","description":"Postal code."},"commune":{"type":"string","description":"Municipality."}},"required":["name","address","postal_code","commune"]},"reply":{"type":"object","description":"The reply itself.","additionalProperties":false,"properties":{"profile":{"type":"string","description":"consumer: Book XVI of the Code of economic law applies; business: practice.","enum":["consumer","business"]},"date":{"type":"string","description":"Date of the reply.","format":"date"},"email":{"type":"string","description":"E-mail address of the complaints service (art. XVI.2)."},"phone":{"type":"string","description":"Telephone number of the complaints service (art. XVI.2)."},"fax":{"type":"string","description":"Fax number of the complaints service (art. XVI.2 names it); printed only when given."},"resolved_by_this_letter":{"type":"boolean","description":"True if this reply settles the complaint."},"findings":{"type":"string","description":"Findings of the enterprise."},"liability_statement":{"type":"string","description":"Liability wording: none, without admission, acknowledged.","enum":["none","without_admission","acknowledged"]},"include_regret":{"type":"boolean","description":"True to print a line of regret for the inconvenience."},"escalation_contact":{"type":"string","description":"Escalation contact."},"next_steps":{"type":"string","description":"What the customer must do."},"dispatch_mode":{"type":"string","description":"Means of dispatch.","enum":["registered_letter","registered_email","email","hand_delivery_with_receipt","other"]}},"required":["profile","date","resolved_by_this_letter","findings"],"allOf":[{"if":{"properties":{"profile":{"const":"consumer"}},"required":["profile"]},"then":{"required":["email","phone"]}}]},"complaint":{"type":"object","description":"The complaint answered.","additionalProperties":false,"properties":{"reference":{"type":"string","description":"Reference of the complaint."},"received_on":{"type":"string","description":"Date the complaint was received.","format":"date"},"channel":{"type":"string","description":"Channel of the complaint.","enum":["letter","email","phone","web_form","in_person","other"]},"summary":{"type":"string","description":"The facts as the enterprise understands them."},"sale_date":{"type":"string","description":"Date of the sale of the good to the consumer (selects the article of the guarantee reference).","format":"date"}},"required":["received_on","summary"]},"remedy":{"type":"object","description":"The solution offered.","additionalProperties":false,"properties":{"kind":{"type":"string","description":"Remedy offered.","enum":["repair","replacement","price_reduction","refund","redelivery","goodwill","explanation_only","rejected"]},"detail":{"type":"string","description":"Details of the remedy."},"amount":{"type":["string","number"],"description":"Amount concerned."},"deadline":{"type":"string","description":"Date by which the remedy is carried out.","format":"date"},"choice_offered":{"type":"boolean","description":"True if the consumer is told he may choose between repair and replacement."},"loan_of_replacement_good":{"type":"boolean","description":"True if a replacement good is lent free of charge during the repair."},"refurbished_good_on_request":{"type":"boolean","description":"True if the consumer expressly asked for a refurbished replacement."}},"required":["kind"],"allOf":[{"if":{"properties":{"kind":{"enum":["repair","replacement"]}},"required":["kind"]},"then":{"required":["choice_offered"]}}]},"adr":{"type":"object","description":"Out-of-court dispute resolution information (consumer, complaint not settled).","additionalProperties":false,"properties":{"entity_name":{"type":"string","description":"Name of the ADR entity."},"contact":{"type":"string","description":"Contact details of the entity."},"website":{"type":"string","description":"Website of the entity."},"bound_or_willing":{"type":"string","description":"Whether the enterprise is bound to, willing to or not willing to use the entity.","enum":["bound","willing","not_willing"]},"qualified":{"type":"boolean","description":"True if the entity is a qualified entity."},"ombudsman_contact":{"type":"string","description":"Contact details of the consumer ombudsman service, when the entity is not qualified."}},"required":["entity_name","contact","bound_or_willing","qualified"],"allOf":[{"if":{"properties":{"qualified":{"const":false}},"required":["qualified"]},"then":{"required":["ombudsman_contact"]}}]},"dispatch":{"type":"object","description":"How and when the reply is sent.","additionalProperties":false,"properties":{"date":{"type":"string","description":"Date of dispatch.","format":"date"}}},"signature":{"type":"object","description":"Signatory.","additionalProperties":false,"properties":{"place":{"type":"string","description":"Place of signature."},"signatory_name":{"type":"string","description":"Name of the signatory."},"signatory_capacity":{"type":"string","description":"Capacity of the signatory."}},"required":["signatory_name","signatory_capacity"]}}}