This article is used to follow the complaint process at MALL.
Complaints are one of the most negative situations that can affect the customer experience. This process is set up so that we can handle it as best we can and leave the customer a good memory overall.

Individual steps of goods complaints

Receipt from the customer

If the customer complains about the goods, he usually turns to the Internet Mall, which is listed as the seller. If this happens, the customer will bring the goods to the branch of our company. There, the customer inspects the goods and a complaint protocol is written, which contains the following information:

  • complaint number (starts with number series 2600 *)
  • the date of receipt of the complaint in the Internet Mall
  • data on the complainant = customer
  • subject of the complaint (always for 1 piece of goods). In the event that the customer complains, for example, 4 pieces of goods, then 4 complaint protocols must always be attached.
  • type and description of the defect - here is described the defect of the goods, or other requirements from the customer
  • package content - what is part of the package of the claimed goods
  • condition of the goods upon receipt and note - all visible deficiencies of the goods upon receipt of the complaint should be recorded here

You can see what the complaint protocol looks like here.

The points in the protocol below are for the Internet Mall only

  • In case of irreparability of the goods, I request:
    • the customer can choose the form of refund
    • the customer may request an exchange for new goods
      • There are two ways to satisfy this customer step:
        • the partner manages to deliver a new piece to us within the complaint process within the statutory period against the customer, at this moment the complaint would be settled in exchange for a new piece and the original warranty period runs for the customer
        • the partner does not deliver a new piece to us within the period specified in the GTC, the customer is returned the funds and then it is possible to create a new order for a new piece. At this point, the customer is entitled to a new warranty period.
  • I request a settled complaint:
    • the place where the customer wishes to send the settled complaint

Alternatively, it is a complaint of goods up to CZK 500, incl. VAT, we resolve complaints on the spot by returning the funds to the customer and send you an information e-mail with a request for a credit note. Please do not reply to this email and send us a credit to email: urgence_mp@mall.cz.

The partners always send the settled complaint to the address of the complaint department of the Internet Mall:

Internet Mall - complaints 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 - complaints department for SI
Brnčičeva street 39
1231 Ljubljana
Republic of Slovenia

After writing and confirming the complaint protocol at the branch with the customer, the goods are packed to the complaints department of the Internet Mall in Jirny every working day at regular intervals.

Instead of filing a complaint about the goods at the branch, the customer can choose to send them directly to the above-mentioned address of the complaint department.

NOTICE:
The deadline for settling a complaint is 30 days by law.
Its beginning dates back to the day after the complaint was established at the branch.
In the case of its sending by the customer to the address of the complaints department, the beginning is dated the day following its receipt at the Distribution Center in Jirnech. This date is also binding for you as our partner, ie the period does not start to run until the day of receipt of the shipment at your place.

Processing on complaint department in the Distribution Center

At the complaints department, complaints according to the FIFO are placed in the queue for processing.
In the event that the customer sent the claimed goods directly to the address of the Distribution Center, the complaint protocol is written in the same way as in the case of filing a complaint at the branch. from the data on the cover letter from the customer.

When processing the complaint, a quick inspection of the goods will take place again, evaluation of the customer's request. Defects, unless they are obviously the fault of the customer, will be assessed by the partner as an expert on our goods. We will process the goods in the system and physically hand over the complaint for packaging and subsequent transport partners.

Shipping to vendor

We will safely wrap each complaint in a box, black foil and cover it with company tape. Subsequently, we will hand it over to an expedition that uses the capacities of the carriers at regular intervals.

When sending a complaint to partners, we do not give advance notice.

We send any goods that are claimed to the partners for settlement.
Alternatively, you can collect complaints in person at the Distribution Center in Jirny only by prior arrangement. In this case, you need to contact Operations team.

We expect you to always be ready to handle customer complaints to the satisfaction of the customer.

Goods up to CZK 500 incl. VAT, which has been claimed and resolved on the spot by returning the funds to the customer, we send you together with other Withdrawals from the purchase contracts specially marked as Complaints, with a description of the defect and a request for a credit note.

Requirements for supplier (partner)

We expect that all possible complaints will be settled by you within the set deadlines according to the business conditions (GTC) of MALL Group and MALL Partner.
We believe that it is also in your interest to approach the complaint as if the customer complained directly to you - ie the B2C relationship, which is subject to the Civil Code. https://www.zakonyprolidi.cz/cs/2012-89.

MP partner is obliged to accept the provisions of § 2161 of the Civil Code, which stipulates the obligation of the seller of goods over the Internet to accept the so-called "hidden defect", which manifested itself within 6 months of sale. In this case, it is up to the seller to prove that the goods did not show this defect at the time of delivery. In these cases, the MP partner is obliged to accept the opinion of the Internet Mall or to properly refute it within the limits of the law.

the complaint is settled by the partner (repaired, exchange for a new piece, rejected) and the goods are returned to the customer

  • Partners settled complaints they are always sent to the address of the complaints department of the Internet Mall.
    • At the moment, we request that the complaint be sent back to the customer via our headquarters. If we do not have information about the settlement of the complaint, we consider it unresolved, on the 15th day after delivery of the complaint to you, we close the complaint by issuing a credit note to the customer and we will claim the amount from you.
  • Complaints must include a service sheet / expert assessment.
    • In the case of rejection of a complaint, it is necessary to properly describe the reason for rejection so that the arguments stand up even in the event of a legal dispute. The absence of this justification may lead to a justified request by the Internet Mall to cover the costs of the proceedings and possibly a fine by the CTIA.

The address for sending a settled complaint is:

Internet Mall - complaints 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 - complaints department for SI
Brnčičeva street 39
1231 Ljubljana
Republic of Slovenia

the complaint is settled by the partner - by returning the funds

  • Let us know at urgence_mp@mall.cz decision to terminate the complaint by returning the funds, at the same time you will agree with us on the issuance corrective tax document (credit note) with the identification of the complaint number and subsequently we return the funds to the customer.

complaint is not settled by the partner within the specified period

  • In case of non-compliance with the deadline set in the GTC by you, we will contact you directly and the issuer corrective tax document to claim.

repeated complaints

  • Repeated complaints may occur during the product warranty period.
    In such a case, we adhere to the principle of "3 identical / 4 different complaints" and we expect you to accept our opinion towards the customer.

In the event of a request to collect the claimed goods directly from the customer (may relate to excessive goods, hazardous substances, etc.), the process of resolving the complaint is identical to the procedures listed above.

In the event that the customer complains about the goods directly to you, it is necessary to resolve such a complaint in the same way as if it were your own customer, including returning the goods directly to the customer within the deadlines set by applicable law.
Inform our complaints department about the receipt, course and settlement of the complaint by e-mail: reklamace_mp@mall.cz.
If the complaint is terminated by a decision by returning the funds to the customer, proceed according to point "The complaint is settled by the partner - by refund" described above.

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