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 we are notified of this situation by the end customer or directly by you, we need to determine how we will proceed with respect to customer satisfaction.
The customer may request that we send the missing goods or claim a Optunity to Cancel (OOKS) or keep what has been delivered and settle the remainder financially.
Before we begin to describe how to proceed with an incomplete shipment, it is necessary to devote a few words to how to prevent this situation, because a satisfied customer is most important to us.
The key is to set the product availability settings correctly and check it regularly. When stock is low or non-existent, the product should be withdrawn from the offer in time to avoid orders that cannot be delivered. You can find out how to withdraw products from the offer here, or contact us via the Help Center, FAQ.
Delivery of an incomplete order - the customer wants to wait for the missing product
If an incomplete order is sent and the customer contacts MALL / Mimovrste after inspection and is still interested in the undelivered goods, we will contact you regarding the shipment of the missing product. At that point, you will be asked to send the product to the customer's address at your expense. In this case, the service cannot be used for sending MALL Delivery.
If you do not have the goods in stock anymore and the order is in DELIVERED status, the Operations team will create a return document and you will be sent a request for a receipt.
Insufficient stock availability
If you find insufficient stock availability of a part of the goods from the order, which came to you before downloading the product, please contact Operations team before the order is expected to ship. The Operations team will then discuss the next steps with you and the customer.
If the entire order is unavailable, set the status CANCELLED and an automatically generated email will be sent to the customer to cancel the order.
The CANCELLED status will be included in the statistics of cancelled orders - Cancel rate.
Delivery of an incomplete order - the customer does not want the missing product
There may also be a situation where an incomplete order has been sent and the customer wants to keep the delivered goods and is no longer interested in the missing product, regardless of whether you have the missing goods available or not. Because the delivered order is marked as DELIVERED and this status cannot be changed, our Operations team will create a return document and send you a request to create credit.
In any case, if you encounter any of the above situations, please contact us as soon as possible so that the customer does not have a negative experience with the purchase at MALL / Mimovrste.
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