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Problem with a courier pickup? Discover new solutions that will help you in such a case
From now on, we will exclude orders delayed due to the carrier's fault from your statistics more easily and quickly. Thanks to the new solutions, you will be able to achieve better results in sales quality.
Earlier, you could report problems with courier pickups and the resulting delayed parcels only through the contact form or the Shipments and pickups tab (in case of the Allegro Delivery options). If we found the report justified, we excluded delayed orders 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.
What we changed on October 7
Today, we simplified this process. Depending on how you dispatch orders, we will exclude them from your statistics automatically or based on your report submitted through the new Report a problem with the courier pickup tab. Check the details below.
When we will automatically exclude orders
We will exclude orders automatically if they meet all the conditions below:
- you dispatch them using Ship with Allegro and order a pickup for them in the tool — we will not automatically exclude orders for which you have ordered fixed pickups
- you order a pickup before the dispatch time you declare in the offers expires
- due to a problem with the courier pickup, the parcels with those orders will be scanned too late (after 8:00 a.m. the next day after the declared dispatch time has expired) or will not be scanned at all
- the parcels with these orders have been delivered to buyers after the estimated delivery time that they saw in offers during shopping has passed.
We will exclude these orders from your statistics at the latest the day after the estimated delivery date that the buyer saw in the offer at the time of purchase. Because of that, you do not have to contact us about them. You can find information about the exclusion of a given order in the Delivery efficiency report.
How to report a problem with a courier pickup
From now on, you can do it in the Report a problem with the courier pickup tab. You can find the link to 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.
Click the button below to go to our article. There, you can find a guide on how to report a problem with the pickup step by step.
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.
What type of pickup problems you can report
In 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 some of the parcels.
Why you should report problems with courier pickups
We use the reports sent through the Report a problem with the courier pickup tab not only as the basis to exclude orders from your statistics. We also see them as feedback on the quality of the carrier's services. With that, 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.
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