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How you can report a problem with a courier pickup
If orders placed at your store were dispatched with a delay due to the carrier's fault ― let us know. If we find your report justified, we will exclude those orders from your statistics.
We exclude some orders dispatched with a delay due to the carrier's fault from your statistics automatically. It means that you no longer have to report them through the Report a problem with the courier pickup tab. Learn more.
You may fail to dispatch parcels on time if a courier does not collect parcels from you or does so at a different time than agreed. This may:
- decrease of your sales quality scores in the On-time dispatch and Fast dispatch metrics
- worsen your statistics based on which we check whether we can display information about same-day dispatch time in your offers
- delay order delivery with regard to the estimated delivery time the buyer saw in your offer at the moment of purchase.
This is why you should let us know if orders placed at your store were ready for dispatch but were not shipped on time solely due to the carrier's fault.
Why you should report problems with courier pickups
If you let us know about the problem with the courier’s pickup and we confirm it, we will be able to exclude the orders dispatched with a delay from:
- the sales quality metrics: On-time dispatch and Fast dispatch
- your statistics based on which we check whether we can display information about same-day dispatch time in your offers.
Additionally, we consider each report feedback on the quality of our carriers' services. Thanks to them, we have more data regarding our logistic partners, and we can work on solutions that will help maintain the high quality of services they provide. We also consider the data collected via the reports when we negotiate the cut-off times with those carriers ― so that their pickup schedules are adjusted to the sellers' working hours.
Try to report problems with pickups through the Report a problem with the courier pickup tab as quickly as possible. This will help us learn about the details of your case earlier and ― if your report turns out to be valid ― exclude your delayed orders more quickly. It will positively affect your statistics.
How to report a problem with a courier pickup
You can do it in the Report a problem with the courier pickup tab. You can access it:
- in the Orders and Returns section in Sales Center
- in the My Sales Quality tab, if you click report a problem with courier's pickup next to the On-time dispatch or Fast dispatch metrics.
To report a problem with the courier's pickup:
- Go to the Report a problem with the courier pickup tab and click [Report problem].
- Select the country of dispatch and select the carrier which the report relates to.
- In the field below, describe the problem. Depending on the report type, you can provide, for example:
- ID of the fixed pickup agreement you have signed with the carrier
- pickup request ID
- the address of the pick-up point or parcel locker the report relates to.
- Provide the date of the event. Click [next].
- Provide the parcel or order ID that relates to the report. You can separate them with a comma, semicolon, space, or Enter. Click [next].
- You will see a summary with the orders you added. If:
- the order IDs or parcel IDs you provided are correct ― click [next]
- you can see information about errors next to your orders ― hover the cursor over that message and follow the tips provided there. Once you do it, click [next].
- Add proof that you correctly ordered a courier pickup. Click [report].
- Done! Your report has been sent. We will let you know via email once we verify it. You can also check the report status in the same tab.
What type of pickup problems you can report
In the the Report a problem with the courier pickup tab, you can report problems with:
- fixed and one-time pickups
- pickups from parcel lockers and pick-up points.
Your report may refer to:
- no pickup ― despite having ordered a fixed pickup or a one-time pickup in advance
- pickup outside the settled time
- situations when the courier picked up only part of the parcels.
How you can confirm that the pickup has been ordered
For us to consider your report positively, you need to attach proof that you ordered the pickup correctly ― for a specific time and date.
You can confirm that with:
- a screenshot of your conversation with the carrier
- a document issued by the carrier
- a screenshot from an external tool with clear confirmation of the pickup you ordered.
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