In this article, we would like to inform you about situations that may arise during the processing of orders, 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 it.
Other cases that may arise during order processing are: return of the shipment due to non-delivery by the carrier, incorrectly entered final condition or delivery of incomplete goods.

1. The customer did not accept the goods

How to deal with a returned shipment due to non-acceptance by the customer or non-delivery by the carrier is described in the article The customer did not accept the goods, which contains information on how to get the returned shipment back.

2. Withdrawal from the purchase contract - OOKS

On the basis of the Purchase Contract, the customer has the right to return any undamaged goods within the time limits set by the relevant legislation at any MALL/Mimovrste branch or by sending them to the address of the Distribution Centre.

Customers cannot return custom-made goods or goods that cannot be returned for hygiene reasons if they show signs of having been opened or used.
For hygiene reasons, it is not possible to return, for example, used razors, underwear or washed clothing.

If the packaging of the goods is not the subject of the purchase contract, the customer is entitled to return the goods in damaged packaging. 

For more information, see the article on Withdrawal from the purchase contract.

3. Claims

If the customer complains about the purchased goods, they can contact our Call Center or MALL/Mimovrste branches. In some cases, the customer can issue a claim directly with you. More detailed information about the process of claiming goods can be found in the article here.

4. DELIVERED status set incorrectly or incomplete order delivered - return document

There may be situations where the status DELIVERED is set incorrectly or the order was sent with missing items. The final statuses of orders cannot be changed and in this case, we need to generate a return document and issue a credit note for the undelivered goods. Information about return documents is available here.

5. Credit note

A credit note, or Correctional tax document, is used to settle the creditor's (in this case you as a partner) claim against the debtor (MALL/Mimovrste).
A credit note is created on the basis of returned goods, whether it is a claim for goods, a withdrawal from the purchase contract or a return document.
To ensure that the credit note is correctly drawn up, follow the information from the article What must be included in a credit note.
For MALL Self-Billing, use the article at Credit Notes in MALL Self-Billing.

In case you have any further questions, you can contact us via FAQ.

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