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Allegro Smart! — complaints regarding InPost parcels
If you want to file a complaint regarding an Allegro Smart! InPost parcel, download the power of attorney granted by Allegro from the Delivery Settings tab. Attach all the other relevant documents as well, and send them to InPost.
In accordance with the law, a complaint regarding a parcel must be filed by the sender. Allegro is the sender of Allegro Smart! parcels. That is why we grant you the power of attorney to file a complaint and run a case against InPost. You can download it from the Delivery Settings tab. Always attach the power of attorney when filing such a complaint.
General complaint guidelines
- You can file a complaint within 12 months of the parcel dispatch date.
- The complaint will not be accepted if it concerns a parcel dispatched in violation of the supplier's terms & conditions (for example, containing an item from the list of prohibited goods, or incorrectly packaged).
- The complaint should contain relevant data and documents. See more information below.
How to file a complaint
You can file a complaint in several ways:
- on your own, through our complaint form in the Shipments and pickups tab. Select the order you want to file a complaint about, open the order details, and click [complain about delivery]
- directly through the form on the InPost website (available in Polish)
- by calling +48 746 600 000 (for landline) or +48 722 444 000 (for mobile phones)
- in writing, to the address: InPost S.A., ul. Pana Tadeusza 4, 30-727 Kraków, with the annotation: Dział Reklamacji (Complaint Department).
Simply choose the best method for you and send all the necessary information and documents. See the list below.
What the complaint should include
- Power of attorney to file complaints granted by Allegro.
- Sender and recipient's details, as well as information on who is filing a complaint.
- ID number of the document confirming the dispatch or tracking number.
- Complaint description with the reason for filing the complaint, and the compensation amount — if you demand it.
- Bank name and account number to which the compensation should be transferred.
- All the documents confirming the completion of the transaction (email correspondence, sales agreement confirmation, link to the offer on Allegro, transfer confirmation, receipt, or VAT invoice).
- If the parcel has been damaged — original damage report.
- If the parcel was insured — insurance information.
- If the complaint is filed by the recipient — a statement in which the sender waives the right to pursue a claim in favor of the recipient.
- If the buyer collected the parcel and it is the sender who files the complaint — a statement in which the recipient waives the right to pursue a claim in favor of the sender.
- If the parcel is damaged — the recipient's statement of damage (or loss of contents), filed at an InPost facility directly after receiving the parcel (or within 7 days of the parcel pick-up in the case of damage that is not visible at pick-up).
Complaint timeframe
| Stage | Who | Timeframe |
|---|---|---|
| Filing a complaint | Who You |
Timeframe No more than 12 months from the day the parcel was dispatched / the fee was charged. In the case of complaints involving delay in delivery — at least 5 days and up to 60 days from the day of dispatch |
| Complaint assessment | Who InPost |
Timeframe Within 30 days of the day of filing the complaint. In the case of complaints involving a lost parcel — 30 days from the day of dispatch |
| Attaching missing documents | Who You |
Timeframe Within 7 days of receiving the message about the documents missing |
| Appeal against the decision | Who You |
Timeframe Within 14 days of receiving the response to the complaint |
| Appeal assessment | Who InPost |
Timeframe Within 30 days of receiving the appeal |
| Compensation payment | Who InPost |
Timeframe Within 30 days of accepting the complaint |
If you do not receive a response to your complaint or appeal within the specified timeframe, the complaint will be automatically accepted.
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