In this article, we would like to introduce you to situations that may arise when processing orders, for example if you the customer fails to collect the goods, returns the goods within the statutory period (Withdrawal from the Purchase Contract - hereinafter referred to as "OOKS") or wants to claim.
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 has not taken delivery of 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 has not taken delivery of the goodswhich contains information on how to access the returned parcel.
2. Withdrawal from the Purchase Contract - OOKS
Under 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 laundry.
If the packaging of the goods is not subject to the purchase contract, the customer is entitled to return the goods in damaged packaging.
More detailed information can be found in the article on Withdrawal from the purchase contract.
3. Claims for goods
If the customer complains about the purchased goods, he/she can contact our Call Centre or MALL/Mimovste branches. In some cases, the customer can claim the goods directly with you. For more detailed information about the complaint process, please see the article here.
4. DELIVERED status set incorrectly or incomplete order delivered - return document
There may be a situation where the status is set incorrectly DELIVEREDwhich is non-refundable or to be sent incomplete goods . It is necessary to solve this situation by the process of generating return document and issuing a credit note. Information on return documents is available here.
Credit note, or Corrective tax documentis used to settle a claim of the creditor (in this case you as a partner) against the debtor (MALL/Mimovrste).
A credit note is created on the basis of the returned goods, whether it is a claim, a withdrawal from the purchase contract or a return document.
To ensure that the credit note is correctly drawn up, follow the information in the article What the credit note must contain.
In case of MALL Self-Billing, please use the article on Credit notes in MALL Self-Billing.
In case you have any further questions, you can contact us via Help Centre.