This article will guide you through the Withdrawal ("OOKS") process at MALL.
As we 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 that more is always better.
Even if we are not happy about it, the customer can still decide not to keep the goods and return them.

Individual steps of the Withdrawal from the purchase contract

Receiving claims from the customer

If the customer decides to withdraw from the purchase contract, they will bring the goods to one of the MALL branch. There, customer identification, inspection of goods and assessment of entitlement to OOKS will take place.

If the customer is entitled to OOKS and the goods are in order, we will issue a confirmation of OOKS to the customer and send a credit note by e-mail.

At the branch, there is a regular inspection of the goods, which is stated on the invoice from the order. The contents of the package and its completeness are checked by an employee according to the product description on our website.

It is therefore important to state the contents of the entire package of your products, including accessories, in the description and to add pictures where these accessories are also visible.
Otherwise, the MALL employee cannot correctly assess the completeness of the goods and the product may return to you with missing parts.

Goods up to CZK 500 incl. VAT, which is claimed on the spot, is solved by returning the money to the customer. We send you the claimed goods together with other Withdrawals from purchase contracts specially marked as "Acknowledged Claim" with a request for a credit note.

We also encounter cases where according to the customer the goods arrived damaged. If the customer contacts us about these goods within reasonable time and the goods do not show any signs of use, we will proceed to OOKS. The Internet Mall policy in this case is pro-customer.

After they are taken over, the goods are sent to the Distribution Center - Internet Mall Claims Department. Goods from OOKS are collected every working day at regular intervals.

The customer can choose to send the goods directly to the address of the complaints department below instead of returning the goods at the branch.

Internet Mall - Claims department for CZ, SK, PL, HU
Logistics center MALL CZ
Prologis Park Jirny, Hall DC5, ramp 79
Poděbradská 771
25090 Jirny
tel: 739 542 848 (contact for drivers)

Mimovrste - Claims department for SI
Brnčičeva street 39
1231 Ljubljana

Processing at the complaints department in the Distribution Center

  • According to FIFO, OOKS will be queued for processing at the complaints department.
  • If the customer has sent the OOKS directly to the Distribution Center address, the OOKS acknowledgement is written in the same way as if the OOKS was submitted at the branch from the information on the customer's cover letter.
  • The goods are assigned to the partner from whom they come. We consolidate these OOKS goods with the partner and send them in regular intervals.
  • Before sending these goods, we will create a request for a credit note for the partner.
    • You will find information on the application for a credit note ("Returned Delivery"):
      • Internet Mall billing address
      • billing address of the supplier / partner - for whom the request is intended
      • order - credit application identification number, starting with 4700 *. This number must be stated on the corrective tax documents
      • the date of issue of the credit note application
      • the name of the goods, the number of pieces and the price of the goods we return
      • identification of the customer order under which the goods were ordered by the customer (eg 11662366101,…)

Requests for a credit note are attached to the OOKS shipment for each product. The consignment also contains a list in the form of a printed table, which will be sent by e-mail and the goods will be handed over for packaging.

How useful was this post?

Click on the star to rate the post!

Average rating: / 5. Number of votes:

No votes yet! Be the first to rate this post.