If there is a situation where the customer does not take delivery of the goods or the carrier does not deliver them for some reason (customer not reached, wrong address), the shipment will be returned to you according to the process of each carrier.
When using the service MALL Delivery (only for CZ and SK) the shipment is returned to the delivery office or directly to your warehouse. If the goods are returned to the delivery branch, you are sent an email notification, which must be set up in the MALL Partner portal.
In order to receive the shipment, it is necessary to prove the so-called. with a reversible PINwhich is sent to your email address every month.
The status is automatically set when the shipment is picked up RETURNED.
For more information on this process, see the article Undelivered parcels at MALL Delivery.
If there is a problem collecting your refunds due to an invalid PIN, please contact Operations team.
Storage by WE|DO
If you cooperate with Uloženka by WE|DO, the parcels are handed over to you at the delivery branch (you have to prove your return PIN, which is sent at regular intervals to your email address or communicated to you at obchod@ulozenka.cz) or by delivery to your address. We recommend that you have your collection report signed at the time of collection.
After the physical takeover it is necessary to set the status RETURNED on your part.
If there is a problem when collecting your refund due to an invalid PIN, please contact Uloženka by WE|DO.
For other contract carriers, follow their set process that you have agreed with them.
Warning:
RETURNED is the final status, it cannot be changed from your MALL Partner Portal.
If you set the state incorrectly RETURNED, follow the article Order status entered incorrectly.
In case you have any further questions, you can contact us via Help Centre.
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