A product is considered not received if it falls into one of the following subcategories:
- Package stuck in transit
- Package delivered to the wrong address
- Lost package
- Package returned to sende
- Delivery dispute (delivery marked as delivered but not received by the buyer)
The ‘not received’ dispute can apply to all delivery methods.
As a reminder, the various non-prepaid shipping methods are:
- Standard (tracking number not mandatory)
- Tracked (with tracking number and no signature upon delivery)
- Registered (with tracking number and signature upon delivery), mandatory for any item over €200.
- Express (24-hour delivery with tracking number – reserved for professional sellers, as an option)
The various prepaid shipping methods are:
- So Colissimo (with tracking number, with or without signature upon delivery)
- Chronopost (with tracking number and signature upon delivery)
- Mondial Relay (with tracking number and signature upon delivery)
- Shop2Shop by Chronopost
You must always respect the shipping method you committed to or offer a superior shipping method (e.g., Tracked instead of Standard).
Once the buyer indicates that they have not received their package, Customer Service will contact you. You must confirm its shipment within 48 hours by providing the following information:
- Tracking number (not mandatory for the Standard delivery method)
- Shipping date
- Carrier name
You then have 2 days to provide proof of delivery if your package has indeed been shipped, or to ship the package if this has not yet been done.
Without a response from you within 48 hours, the sale is liable to be cancelled.
- Note: In the case of a Registered shipment, a delivery dispute can be initiated up to 72 hours after the package has been delivered.
- Quick tip: Opt for tracked shipping, as you risk not being reimbursed in the event of a non-receipt claim for an order.
If you have provided proof of shipment but the buyer still claims not to have received the package, the latter has 5 to 7 days to provide you via email with a certain number of documents (sworn statement, ID, proof of address, police report).
Upon receipt of these various documents, Customer Service will contact you to inform you that a claim must be filed with the carrier. You then have 25 days to get back to Customer Service with the findings of the investigation, which will determine whether or not a refund should be issued.
