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We will introduce changes to the product complaint process
See all the changes and check what they mean for you.
What we will change on June 15
You will be able to order a refund for the returned product directly in the buyer's complaint
If you accept the buyer's complaint and decide to refund them, we will automatically insert the buyer's details and refund amount in the complaint chat.
Ensure the details are correct and click [refund payment].
What if you do not have enough money for a refund
If you do not have enough money to issue a refund for the returned product, we will automatically retry the refund for 24 hours. You can see a notification and the [retry refund] button next to the given complaint. Click it to order the refund again.
What we will change on June 19
Buyers will be able to file a complaint in one dedicated place.
How it is now
- Buyers can file a complaint in the My Purchase History tab via:
- product return form by clicking [return purchase] and selecting a complaint reason
- complaint form by clicking [file a complaint or issue].
- What is more, if a buyer files a complaint through the product return form and you have enabled automatic refunds — we automatically refund them via Allegro.
What will change from June 19
- We will delete the complaint reasons from the product return form. Buyers will be able to file a complaint only through the complaint form.
- Complaints will no longer appear in the Returns tab. Additionally, you will be unable to use filters to look up returns issued due to complaint reasons.
- If you have enabled automatic refunds to buyers, which are set up for complaint reasons — they will also stop working. If you decide on a complaint in the complaint chat and declare that you want to make a refund, we will do it via Allegro.
What we will change on June 22
Buyers will be able to generate a free shipping label for the returned product
How it is now
To allow the buyer to return the product to you within a complaint, you have to generate a shipping label and send it to them via the complaint chat. It takes place outside our system — you generate the label on your own with the courier.
What will change from June 22
Within Allegro Smart!, buyers will be able to manually generate a free shipping label for the parcel containing the product they want to return to you within a complaint — if the withdrawal period has not yet passed.
During the first step of the complaint process, select [plan the return].
If the product complaint concerns an Allegro Smart! parcel and the time to withdraw from the agreement has not passed yet, you will see the Free return via Allegro Smart! option. When you select it, the buyer will be able to manually generate a free return label.
There will be no costs regarding it.
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