In this article, we would like to introduce you to situations that may occur during order processing, for example, if the customer does not collect the goods, returns the goods within the statutory period (withdrawal from the purchase contract - hereinafter referred to as "OOKS") or wants to claim them.Other cases that may occur during order processing are: return of the shipment due to non-delivery by the carrier, incorrectly [...]
Category: Complaints and returns
Delivery of an incomplete order
During our cooperation, there may be a situation where the customer receives an incomplete order. This may be due to incomplete (incorrect) packaging or insufficient availability of goods. Whether the end customer informs us of this situation or you, we must find out how we will proceed with regard to customer satisfaction. He can request the sending of the missing goods or claim the Withdrawal […]
Withdrawal from the purchase contract within 14 days
This article will guide you through the process of Withdrawal from the Purchase Agreement (hereinafter "OOKS") at MALL. As we already know, the customer can reconsider the completed purchase and withdraw from the contract, which was concluded outside the business premises, within the statutory period. We can influence this decision by providing the customer with all the necessary information for each product. The rule here is, […]
Claims
This article is used to follow the complaint process on MALL. Complaint is one of the most negative situations that can affect the customer experience. This process is set up so that we can handle it as best we can and leave the customer a good memory overall. Individual steps for claiming goods Receipt from the customer If the customer complains about the goods, he usually turns […]
Basic information on complaints and Withdrawal from the purchase contract - Legislation in Czech Republic
Complaints and Withdrawals from the purchase contract (hereinafter "OOKS") are an integral part of the product ordering process. The basic point that must be followed (apart from instructions from our company) is the applicable legislation. RMA legislation in the Czech Republic is governed by Act No. 89/2012 Coll., The Civil Code, as amended (hereinafter referred to as "Trademark"), where in relation to entrepreneurs […]
What is in a credit note
In the course of our mutual cooperation, a situation may arise where it is necessary for you to issue a credit note - a corrective tax document. The most common situations when it will be necessary to issue these documents are: the credit note must contain In one issued credit note can be mentioned even more cases.It is not possible to use one document at the same time for return documents (correction of incorrectly entered status Delivered) [...]
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