During the course of our cooperation, a situation may arise where a customer receives an incomplete order. This may be due to incomplete (incorrect) packaging or insufficient availability of the goods.
Whether we are notified of this situation by the end customer or by you directly, we need to determine how we will proceed with respect to customer satisfaction.
He can request the missing goods to be sent or claim for Withdrawal from the purchase contract (OOKS) or he keeps what he's been served and settles the rest financially.
Before we start describing how to proceed with an incomplete parcel, we need to say a few words about how to prevent this situation, because the most important thing for us is a satisfied customer.
The basis is correct product availability settings and its regular check-up. When stock is low or non-existent, the product should be withdrawn in time to avoid orders that cannot be delivered. To find out how to withdraw products from the offer, please see here, or contact us via Help Centre.
Delivery of incomplete order - customer wants to send the missing product
If an incomplete order is shipped and the customer contacts MALL/Mimovrste after checking and is still interested in the undelivered item, we will contact you about shipping the missing product. At that point you will be asked to ship the product to the customer's address at your expense. The service cannot be used for dispatch in this case MALL Delivery.
If you no longer have the goods in stock and the order has a status DELIVERED, Operations team creates the so-called. return document and a request will be sent to you for credit note.
Insufficient stock availability
If you find that a part of your order is out of stock before the product has been withdrawn, please contact Operations team before the order is expected to ship.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 the customer will be sent an automatically generated order cancellation email.
The CANCELLED status will be included in the cancelled orders statistics - Cancel rate.
Delivery of incomplete order - customer does not want to send the missing product
There may also be situations where an incomplete order has been shipped, 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. Since the delivered order is marked as DELIVERED and it is not possible to change this state of affairs, Operations team will create 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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