The quality of our shipments and the expertise of our operators is a priority for us and the vast majority of our shipments go through without a hitch😊
However, it may happen that your parcels encounter a problem and it is our duty to provide you with a clear, adapted and quick answer so that you can deal with this without stress.
This article will therefore help you to know how to act for each type of dispute you may encounter.
Here are some potential situations that you may encounter :
PREPARATION ERROR📦
Darn! Your customer has received one product instead of another or some are missing. Don't panic! Everything is explained below:
CASE N°1: Product(s) or order reversal
📃 Mandatory supporting documents to be obtained from your client:
- a photo of each product received in error, with the barcode clearly legible and identifiable,
- a photo of the entire order received in the original package;
- a photo of the shipping label on the package;
⏱️ These documents must be sent under 7 days from the date of delivery of the order.
💵 Compensation from Futurlog :
- generation of a return label at our expense for the return of the product(s) received in error;
- non-invoicing of the new order containing the correct product(s) (which you can enter on Futurweb or via your e-shop).
CASE 2: Missing product(s)
📃 Mandatory supporting documents to be obtained from your client:
- a photo of the entire order received in the original package;
- a photo of the shipping label on the package;
- photo or scan of the document certifying the non-possession of the product(s) filled in by your customer by hand, to be found at the end of the article.
⏱️ These documents must be sent under 7 days from the date of delivery of the order.
💵 Compensation from Futurlog :
- non-invoicing of the return of the missing product(s), if the stock difference is confirmed.
DAMAGED/BROKEN ITEM(S)🤕
Ouch! Your parcel has been through a lot on the way to your customer's premises and has arrived all flat... Don't panic either, here are the steps to follow to obtain compensation for your products.
📃 Mandatory supporting documents to be obtained from your client:
- a photo of each damaged product(s) where the damage is clearly visible.
- a photo of the entire order received in the original package;
- a photo of the shipping label on the package;
⏱️ These documents must be sent under 3 days from the date of delivery of the order.it's short ... but it's the maximum acceptance time from certain carriers).
💵 Compensation from Futurlog :
- Not insured by Futurlog The amount reimbursed by the carrier is at least 23€/kg up to a maximum of 750€ and the purchase price of the product(s)
- Insured by Futurlogrefund of 100% of the purchase price on the basis of the data received for the order and used as a basis for the price of the insurance
⚠️ Disclaimer: only the damage that occurred during transport can be covered. Futurlog cannot be held responsible for previous damage such as: manufacturing defects, damage during transfer from your supplier to us, etc.
If the product is also too fragile for a standard shipment (simple kraft paper padding of the empty spaces of the package) and the product was not in the FRAGILE category on the interface (product sheet - treatment tab) then we cannot be held responsible.
Also, some reserves The exact details must be given on receipt of the parcel. To find out more, see our article on this subject.
LOST PACKAGE(S) 😱
Lost, stolen, misplaced... One of your parcels has gone missing or has not been moving for weeks? Take a breath 🧘 and follow the steps below:
CASE 1: Loss in transit
After investigation with the transport company and validation by them that the parcel is lost on their network, we will take care of providing the necessary supporting documents in order to obtain the reimbursement of your products.
💵 Compensation from Futurlog :
- Not insured by FuturlogThe amount reimbursed by the carrier is at least 23€/kg up to a maximum of 750€ and the purchase price of the product(s)
- Insured by Futurlog refund of 100% of the purchase price on the basis of the data received for the order and used as a basis for the price of the insurance
CASE 2: Delivery dispute
- Delivery without signature
If you choose a transport service without a signature on delivery of the package, no Unfortunately, compensation cannot be claimed in the event of a delivery dispute. To prevent this from happening, you can opt for delivery with signature (Chronopost, DPD, Colissimo Expert, Mondial Relay, UPS, etc.).
- Delivery with signature
📃 Mandatory supporting documents to be obtained from your client:
-
- photo or scan of the document certifying that your customer has not received the goods, filled in by hand (fields + signature) available at the end of the article.
- photo or scan of the front and back of a legal identity document (CNI, passport, licence).
⏱️ These documents must be sent under 3 days from the date of delivery of the order.it's short ... but it's the maximum acceptance time from certain carriers)
⚠️ DPD has its own document to fill in. You can find it below and have it filled in by the recipient.
⚠️ Chronopost does not wish to receive the NIC and requests a complaint. To facilitate the request to your customers, you can send them this link to make a pre-complaint online.
💵 Compensation from Futurlog :
- Not insured by Futurlog The amount reimbursed by the carrier is at least 23€/kg up to a maximum of 750€ and the purchase price of the product(s)
- Insured by Futurlogrefund of 100% of the purchase price on the basis of the data received for the order and used as a basis for the price of the insurance
ABUSIVE RETURN🤯
If you feel that the parcel has been returned without valid reasons you can contact us!
Please check in advance whether the reason for the return is not indicated in the tracking system.
⚠️ The average delay in the custody of parcels is 14 days in a relay point.
For Mondial Relay, the deadline will be reduced to 7 days by November 1, 2022.
Chronopost keeps parcels for 8 days (including Saturday) in supermarkets and 14 days in post offices.
DELIVERY TIMES TOO LONG ⏱️
Please note that only Chronopost guarantees delivery on the next day.
⏱️ Complaints must be made within 13 days maximum from the date of delivery of the order (beyond that, the opening of a dispute for late delivery is no longer possible)
We will not be able to open a dispute on delivery times for other carriers who do not guarantee any delivery times.
HOW TO DEAL WITH THESE DISPUTES?🤔
The support team takes care of everything!
All you have to do is send us the necessary documents via ticket and we will take care of opening and managing the dispute. We will of course keep you informed of any developments.
PROCESSING TIMES ⌚
Dispute handling times vary between carriers:
- The fastest: Chronopost, UPS and DPD
- The slowest : Colissimo and Mondial Relay
We do our best and regularly follow up to obtain compensation as soon as possible but we are dependent on their processing times.
📖 Any doubts about how insurance works? An article is available just here to help you! 😉