Unfortunately, the operation of an online shop means that some damage can sometimes occur during the dispatch of parcels. Since fulfilment itself is a multi-stakeholder process, the first step is to identify where the alleged failure occurred. This determines the process and the level of compensation.
There are two main types of damages:
In-house scrapping, which may be caused by shortages or damage
Damage caused by courier service, which may be damage, short delivery, or lost package
In-house scrapping
Notification of discarded products and the reason for discarding is sent once a week by "Discard Notification"letter. If the scrapping also concerns a parcel, our system will usually send a system message on the same day, within the order.
We are of course liable for any damage caused by our error, we will pay compensation (except if the scrapping is at the request of a partner, due to a difference in revenue, a possible factory error, etc.).
In all cases, the amount of compensation is the net purchase value of the damaged product, which we can determine after presentation and sending of the purchase invoice. We then record the payment in the system, which is always transferred the week of the end of the month.
Damage caused by courier service
Claims for damage caused by courier services are always reimbursed in accordance with the GTC of the courier service concerned. Please check this on the courier's website.
Injury
The following page details what to do in the event of damage to packages or products:
After notification, we will submit the claim to the courier service. Depending on the courier service, the time it takes to process a claim can take 1-4 weeks. Once the claim has been processed, we will send you a notification in response to the notification.
If the claim is assessed positively, depending on the courier company, the following will happen:
In the case of GLS, GLS will reimburse 80% of the net value of the damaged products, but not the shipping and other costs, which unfortunately have to be paid by the online store - even if the damaged product is replaced or repaired. Compensation will then be transferred to us by GLS within 1-2 weeks.
Fox Post and Packeta will refund the net value of the damaged products (no shipping costs), where the time for investigation and compensation can be extended to 1-2 (possibly 3) months.
DHL is individual and the compensation is determined on the basis of weight and volume.
In all cases, the amount will be forwarded the week of the turn of the month, after receipt from the courier services.
Important: the fees charged by Webshippy (e.g. package handling fee, packaging material fee, etc.) are not reimbursed in the event of damage caused by courier services.
If a claim is rejected and the damage is clearly due to a packaging error, we will pay compensation based on the net purchase value.
Short delivery
For missing products, the reporting procedure is similar to that for damaged packages.
First of all, we check whether the parcel has been dispatched without any defects and, if so, we submit the claim to the courier service. They will start looking for the missing item (they usually ask for a grace period of 1 month).
If they find it, they will return it, if not, they will act as if it was damaged and refund the missing product in the same way.
Lost package
The transaction also starts with a notification, but in this case only the order ID needs to be entered.
After the notification, we will start searching for the parcel. The search will take up to 1 month for courier services (but unfortunately for Packeta and DHL this can take up to 1-2 months).
Neither we nor the courier service will reimburse you for the re-delivery fee in the event of a re-delivery.
If the parcel turns up, it will be returned to either us, the sender, or the customer after consultation.
If the parcel is not found, the party at fault will pay compensation.
If accepted by the courier service, you will be reimbursed for the value of the goods in the parcel as if there had been damage (no delivery charge)
If not accepted by the courier, we will reimburse you based on the net purchase value.
Compensation for damages
As detailed above, compensation will therefore be paid once a month, during the last week, on an unspecified day (exceptions may be made in exceptional cases due to unforeseen events).
Compensation will be sent separately from the normal billing, with a notification and a detailed PDF document sent to the billing email address provided on the same day.