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Managing an order that has not been received

A product is considered as not received if it falls into one of the following sub-categories:

  • Parcel blocked in transit
  • Parcel delivered to the wrong address
  • Package lost
  • Package returned to sender
  • Delivery dispute (delivery indicated as delivered but not received by buyer)

The “non-receipt” dispute may concern all delivery methods.

As a reminder, the different non-prepaid shipping methods are :

  • Normal (tracking number not mandatory)
  • Tracked (with tracking number and without signature on receipt)
  • Registered (with tracking number and signature on receipt), mandatory for all items over €200
  • Express (24h delivery with tracking number – reserved for pro sellers, optional)

 

The various prepaid shipping methods are :

  • So Colissimo (with tracking number, with or without signature on receipt)
  • Chronopost (with tracking number and signature on receipt)
  • Mondial Relay (with tracking number and signature on receipt)

You must always respect the delivery method to which you have committed yourself, or propose a superior delivery method (e.g.: Tracked instead of Normal).

Once the buyer has indicated that he has not received his parcel, Customer Services will contact you. You must confirm shipment within 48 hours by providing the following information:
– Tracking number (not mandatory for Normal delivery mode)
– Shipment date
– Carrier name

You then have 2 days to provide proof of delivery if your parcel has been shipped, or to ship the parcel if this has not yet been done.

If you do not reply within 48 hours, the sale may be cancelled.

 

Note: In the case of registered mail, you can dispute delivery up to 72 hours after delivery.

Tip:
Make sure you have your parcel forwarded, as you risk not being reimbursed if you don’t receive your order.

If you have provided proof that the parcel has been sent, but the buyer still indicates that he or she has not received it, the buyer has 5 to 7 days to provide you, by e-mail, with a number of items (declaration on honor, proof of identity, proof of address, complaint).

On receipt of the various elements, Customer Services will contact you to inform you that a claim must be made against the carrier. Finally, you have 25 days to return to Customer Services with the findings of the investigation, which will determine whether or not a refund should be made.

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