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

If the customer complains about the goods, they 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 goods are inspected together with the customer and a complaint protocol is written, which contains the following information:

  • complaint number (starts with number series 2600 *)
  • the date of receiving the complaint in the Internet Mall
  • 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

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 irreparable goods I demand:
    • the customer can choose a 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 legal period, at this moment the complaint would be settled in exchange for a new piece 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 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

Also, if the price of goods concerned in the claim is up to CZK 500, incl. VAT, we resolve claims 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 claims to the address of the Claims department of the Internet Mall:

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
Brnčičeva street 39
1231 Ljubljana
Republic of Slovenia

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

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:
According to the law, the claims must be settled within 30 days.
This time period starts from the next day after the claim was established at the branch.
In case the costumer 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 binding for us, as well as for you as our partner, that is, the period does not start to run from the day you receive the goods.

Processing at the Claims department in the Distribution Center

At the Claims department, complaints according to the FIFO are placed in the queue for processing.
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 in the case of filing a complaint 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 subsequent transport partners.

Shipping to vendor

We will safely wrap each complaint in a box, black foil and cover it with company tape. We then hand it over to the delivery carriers which sends the goods in regular intervals.

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

We send any goods that are claimed to the partners for settlement.
Alternatively, you can collect claims 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 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.

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

  • Partners settled claims are always sent to the address of the Claims 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.
  • 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
Brnčičeva street 39
1231 Ljubljana
Republic of Slovenia

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

Claim is not settled by the partner within the specified period

  • In case of non-compliance with the deadline set in the GTC, we will contact you directly and issue a corrective 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.

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.
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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