This article is used to follow the claim process at MALL.
Claims 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 as we can and leave the customer with a good overall experience.

Individual steps of goods claims

Receiving claims from the customer

In case the customer complains about the goods, he/she usually contacts MALL / Mimovrste, who is listed as the seller. If this happens, the customer brings the goods to our company's branch. There, the goods are inspected with the customer and a complaint report is drawn up which contains the following information:

  • complaint number (starts with number series 2600 *)
  • date of receipt of the claim in MALL / Mimovste
  • information about 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 the defect of the goods are described, or other complains from the customer
  • package content - what is part of the package of the claimed goods
  • condition of the goods - all visible deficiencies of the goods when taken over and are part of the complaint should be recorded here

The customer can also contact the partner directly, who handles the complaint as if they were handling a complaint in their own e-shop. If the result is a refund to the customer, a credit note must be issued to MALL and we will then issue a credit note to the customer.

You can see how the complaint protocol looks like here:

The following points in the protocol are intended exclusively for Internet Mall

  • In case of irreparable goods the customer demands:
    • the customer can choose a refund
    • the customer may request an exchange for new goods
      • This step can be resolved in two ways:
        • the partner manages to deliver the new goods to us within the legal period. In this case the complaint would be settled in exchange for the new goods and the original warranty period for the customer continues
        • the partner does not deliver a new piece within the period specified in the GTC and we return the funds to the customer. Then the customer can create a new order. In this case the customer is entitled to a new warranty period.
  • Vyřízenou reklamaci požaduji:
    • the place where the customer wishes the settled complaint to send to

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.
Please do not reply to this e-mail and send us a credit note to e-mail. urgence_mp@mall.cz, for SI and HR reklamacije@mimovrste.si.

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

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
Out-of-breath doo
Return department
Pod Lipami 1
1218 Komenda
Slovenia

After writing and confirming the complaint protocol at the branch with the customer, the goods from the countries CZ, SK, PL and HU are taken to the complaints department of the Internet Mall in Jirny. Within the Czech Republic, the collection takes place on a daily basis.

For SI and HR, the goods claimed are taken to the Slovenian department and if the partner is from SI or HR, the goods are sent to their warehouse.
If the partner is CZ, SK, PL or HU, the goods are sent to the CZ complaints department twice a week and then sent to the partner's warehouse.

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

NOTICE:
The time limit for CZ to settle a complaint is 30 days by law.
In Slovenia, there is a 45-day time limit for complaints. There are 24 days to settle a claim due to a hidden defect/material shortage (8 days for assessment, 8 days in the workshop, 8 days for verdict).


This time period starts from the next day after the claim was established at the branch.
In case the customer sends the goods to the address of the Claims department, the beginning is dated from the day following its receipt at the Distribution Center in Jirny. This date is also binding for you as our partner, i.e. the time limit does not start until the date of receipt of the shipment by you (GTC Art. 7.5).

In the case of shipment directly to your warehouse, the time limit does not start to run until receipt at your address today (GTC Art. 7.4).

Processing at the Claims department in the Distribution Center

At the claims department, claims are queued for processing from the oldest.
In case the customer sends the claimed goods directly to the address of the Distribution Center, the claims protocol is written in the same way as it would be at the branch, based on the data on the cover letter from the customer.

When processing the claim, a quick inspection of the goods will take place again, evaluating the customer's request. Defects, unless they are obviously the fault of the customer, will be assessed by the partner as they know their products best. We will process the goods in the system and physically hand over the complaint for packaging and transport to our partners.

Shipping to the partner

We securely pack each claim in our company boxes (MALL / Mimovrste) and tape them with company tape. We then hand over to dispatch, which uses up the capacity of the carriers at regular intervals.
Within the Czech Republic, parcels are delivered to partners' addresses on a daily basis.
Packages for the countries CZ, SK and PL are delivered from Slovenia to Jirny twice a week and then to the addresses of the partners.
SI and HR packages are delivered from the Slovenian claims department directly to the partners.

When sending the claims to partners, we do not give advance notice.

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

Goods up to CZK 500 incl. VAT, which have 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 Claims, with a description of the defect and a request for a credit note.

Requirements for supplier (partner)

We expect that you will settle all complains 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 claim as if the customer complained directly to you - i.e. the B2C relationship, which is a subject of the Civil Code. https://www.zakonyprolidi.cz/cs/2012-89.

The MP partner, who has a CU Shop_ID, is obliged to accept the provisions of Section 2161 of the CC, which stipulates the obligation of the seller of goods over the Internet to accept a so-called "hidden defect" that has manifested itself within 6 months of the sale. In such a case, it is up to the seller to prove that the goods did not exhibit such a defect at the time of delivery. In such cases, the MP partner is obliged to accept the Internet Mall's position or to duly refute it within the limits of the law.

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

  • Partners settled claims always sent to the address of the MALL / Mimovrste claims department or to the customer's address if the claim is made directly with the partner
    • At the moment, we require claims to be sent back to the customer via our head office within 14 days. If we do not have information about the settlement of the claim, we will consider it as unresolved, on the 15th day after the claim is delivered to you, we will close the claim by issuing a credit note to the customer and we will claim the amount from you.
  • Claims must include a service sheet/expert assessment.
    • If the claim is rejected, 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 the settled claims is:

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
Out-of-breath doo
Return department
Pod Lipami 1
1218 Komenda
Slovenia

The claim is settled by the partner - by returning the funds

  • Please notify us at urgence_mp@mall.cz / for SI reklamacije@mimovste.si the decision to terminate the claim by refunding the money, at the same time agreeing with us to issue corrective tax document (credit note) with the claim number and we will return the money to the customer.

Complaint, goods returned is not settled by the partner within the specified period

  • In the event of non-compliance with the deadline set out in the GTC on your part, we will contact you directly and issue a correction tax document for the claim.

Repeated claims

  • Repeated complaints may occur during the product warranty period.
    In such a case, we adhere to the principle of "3 identical/4 different claims" and we expect you to accept our opinion towards the customer.
  • there is no maximum limit on the number of claims for Slovenian shipments

In the event of a request to collect the claimed goods directly from the customer (may relate to very large goods, hazardous substances, etc.), the process of resolving the claim 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 claim 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.
Please inform our Claims department by e-mail about receiving the claim, the progress and settlement of the claim: reklamace_mp@mall.cz / for SI reklamacije@mimovste.si.
If the claim is settled by a decision to return the funds to the customer, proceed according to the part about "The claim is settled by the partner - by returning the funds" described above.

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