In this article, we would like to introduce you to situations that may occur when processing orders, such as when the customer does not pick up the goods, returns the goods within the statutory period (Withdrawal from the purchase contract - referred to as "OOKS") or they wants to issue a complain.
Other cases that may occur during the processing of orders are: return of the shipment due to unsuccessful delivery by the carrier, incorrectly entered final status or delivery of incomplete items.

1. The customer did not accept the goods

How to solve the situation of a returned shipment due to non-acceptance by the customer or unsuccessful 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

Within the Purchase Contract, the Customer has the right to return undamaged goods within the time limits set by applicable law at any MALL/Mimovrste branch or by sending them to 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, he can contact our Call Center or MALL / Mimovste branches. In some cases, the customer can issue a claim directly from you. More detailed information about the process of claiming goods can be found in the article here.

4. Incorrectly set status DELIVERED or delivery of incomplete order - "fictitious return"

There may be situations where the status DELIVEREDis set incorrectly or the order was sent with missing items. Final statuses cannot be changed and in this case, we need to generate a incomplete goods . It is necessary to solve this situation through the generation process fictitious return and issuing a credit note. Information on fictitious returns 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 fictitious return.
To ensure that the credit note is correctly drawn up, follow the information from the article What must be included in a credit note.
In the case of self-billing, use the article at Credit Notes in Self-Billing.

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