The Allegro Delivery program — information for sellers

Within Allegro Delivery, we are responsible for the entire delivery process and take comprehensive care of its speed and quality. You are not responsible for the transport of the parcel or the consequences of its possible loss or destruction. It will allow you to focus on the quality of the products you sell, proper packing, and handing the parcel over to the carrier. For parcels shipped with Allegro Delivery, we will also be responsible for customer service.

Allegro is the service provider within the program. You settle delivery costs directly with us. We handle deliveries with Allegro One delivery options and in cooperation with our logistics partners — ORLEN Paczka and DHL.

What delivery options you can enable within Allegro Delivery

Allegro Delivery includes different delivery options — eventually, you will share them only in a package. That means you will not see any of those delivery options outside the Allegro Delivery section and you will not add to or remove them from the shipping price list separately.

• Allegro One (Point, Box) — a delivery option carried out by the UPS or DPD courier. It includes the following delivery options:

  • Allegro One Point — next-day delivery
  • Allegro One Box — next-day delivery.

• Allegro One (Point, Box, Courier) — a delivery option with next-day delivery to pick-up points, parcel lockers, and to the buyer's doorstep carried out by Allegro One Courier in selected cities. It includes the following delivery options:

  • Allegro One Point — next-day delivery
  • Allegro One Box — next-day delivery

  • Allegro One Courier — next-day delivery

    Within that option, you can additionally enable:

  • Allegro One Box — same-day delivery — the same-day delivery option to parcel lockers.
• Allegro ORLEN Paczka Parcel Locker — a delivery option to ORLEN Paczka parcel lockers.
• Allegro ORLEN Paczka Pick-up Point — a delivery option to ORLEN Paczka pick-up points.
• Allegro DHL Courier — a delivery option to the buyer's doorstep
• Allegro DHL Box 24/7 — a delivery option to DHL parcel lockers
• Allegro DHL Pickup — a delivery option to DHL pick-up points

How to enable Allegro Delivery

1. Open the Delivery Settings tab and go to the You are settling with Allegro section in the selected shipping price list.
2. Mark Allegro Delivery. We will automatically enable all the delivery options from the program in the shipping price list.
3. Set other Allegro Delivery parameters — for example, the maximum number of units in a parcel.

Delivery prices are fixed — you do not need to complete anything. We will automatically update the rates every time the carrier changes them.

Additional options in the program

Payment on delivery for the Allegro One Courier delivery option

You can enable payment on delivery for this delivery option. Mark One Courier POD payment on delivery — delivery to your door PLN 19.99 in the Allegro Delivery section of the price list.

You will receive the money for a payment on delivery order within 2 working days from the moment the buyer collects the parcel. We will transfer the payment directly to your Allegro account.

The delivery option is available in selected cities.

Free delivery for buyers outside of Smart!

To make free delivery outside Smart! available to buyers, select that option in the Allegro Delivery section of the price list.

If you select that option:

• all the delivery options within the Allegro Delivery program will be free for buyers. You cannot set free delivery separately for particular options
• you will settle with us according to the price list for parcels outside Smart! — which means you will pay for all the delivery costs.

How to set the maximum number of units in a parcel

You do not have to set the maximum number of units in a parcel for each delivery option separately. You will do it simultaneously for:

• all delivery options to a pick-up point
• all delivery options to a parcel locker
• all courier deliveries (to the buyer's doorstep).

Click Dimensions and weight to check the maximum dimensions and weight for each group of delivery options directly in the price list.

Maximum parcel dimensions and weight

How we determine parcel weight

We compare its actual and dimensional weight. We consider the higher value.

Actual weight — how much the parcel weighs when placed on a scale. Dimensional weight — depends on the parcel's dimensions. We calculate it with the following formula: [height (cm) x length (cm) x width (cm)] / 5,000. If a parcel exceeds the maximum weight or dimensions — we will add a surcharge according to the price list.

How to set the same-day dispatch time

If you want to offer buyers dispatch on the same day they placed and paid for the order, set the same-day dispatch time. You can do it in the Delivery Settings tab — in the Dispatch time section. Click [change the hours] and go to the Ordering time settings tab.

In the top part of the tab, you can find the Allegro Delivery section, where you can set the time for placing orders for particular delivery options within the program. Next to each delivery option, we display information about the carrier that delivers parcels. Based on that, you can select which delivery options you want to set the same-day dispatch time for.

Allegro Delivery within Allegro Smart!

If you want your offers to have the Smart! badge — you need to enable the Allegro Delivery options in them, among other things.

When checking the number of delivery options that qualify for Smart! — we count every delivery option within Allegro Delivery separately.

• We consider deliveries to Allegro One, ORLEN Paczka, and DHL pick-up points and parcel lockers to be separate options. That means, with Allegro Delivery, you enable 3 out of 3 required delivery options to pick-up points and parcel lockers.
• We consider delivery options to the buyer's doorstep by Allegro DHL Courier and Allegro One Courier to be separate options. It means that if you have both Allegro DHL Courier and Allegro One Courier in the Allegro Delivery shipping price list, you offer 2 out of 2 required delivery options to the buyer's doorstep.

Check the remaining Allegro Smart! terms

Examples

If you dispatch larger parcels, your offers may get the Smart! badge without delivery options to pick-up points and parcel lockers.

How much you will pay for Allegro Delivery parcels

Parcels outside Allegro Smart!

If a parcel exceeds the maximum weight or dimensions — we will add a surcharge according to the price list.

Parcels within Allegro Smart!

The fee for Allegro Smart! parcel depends on the order value. You can always check the current fees in the price list when you click How much will you pay for Smart! parcels

Allegro One Box (next-day, same-day delivery), Allegro One Point, Allegro ORLEN Paczka Parcel Locker, Allegro ORLEN Paczka Pick-up Point, Allegro DHL Box 24/7, Allegro DHL Pickup

Allegro One Courier, Allegro DHL Courier

We will add 4.99 PLN to the parcel fee for the payment on delivery service. The maximum POD amount cannot exceed 6,000 PLN.

See when you will be refunded for the Smart! parcel fees.

Surcharges for courier deliveries over 10 kg in Allegro Smart! and outside Allegro Smart!

There are surcharges for parcels over 10 kg, dispatched with the Allegro One Courier and Allegro DHL Courier delivery options.

Insurance

Insurance for up to 5,000 PLN is included in the parcel fee. You can purchase additional insurance for up to 15,000 PLN — we will charge you a fee according to the price list.

The settlement model

You will settle Allegro Delivery options within Allegro Standard — directly with us. You will pay for parcels dispatched with those delivery options and additional services within the invoice you get from us.

We usually charge the additional service fees the month we provide the service. You can find the additional fees in the Settlements with Allegro tab.

How to dispatch Allegro Delivery parcels

You can dispatch parcels only through the Ship with Allegro tool or external tools, for example, Baselinker, integrated with the Ship with Allegro API. You will dispatch the Allegro Delivery parcels just as with other carriers.

Read our articles on Ship with Allegro and learn more about this tool.

How to dispatch ready parcels

• Hand them over to the courier.
• Dispatch them at the parcel locker.
• Dispatch them at the dispatch point.

How to order a courier pick-up

Within Allegro Delivery, pick-ups of the following couriers: UPS, DPD, ORLEN Paczka, DHL, and Allegro One Courier, are free of charge, regardless of the number of parcels you hand over.

You can order a courier pick-up in the Ship with Allegro dispatch form. The courier will collect the parcel from the address provided in the [dispatch form] (https://assets.allegrostatic.com/popart-attachments/att-70b8246d-ae6e-410b-8bfe-09a7d9eea3b2) (available only in Polish).

How to order a fixed courier pick-up

Which courier will handle the order

You can check which courier will handle the order in the Orders tab. The name of the delivery option for each order can be found in the Delivery details section.

The names of delivery options can also be found in the Ship with Allegro dispatch form — they are also the names of agreements based on which you dispatch parcels.

The label should not be smaller than 10 cm x 15 cm and should be placed only on one side of the parcel (do not fold it).

Integrating of the Allegro Delivery options with the Allegro API

If you use the services of the following integrators and have problems with dispatching parcels after the changes, in the case of:

• Baselinker — refresh the connection. To do that, go to the Allegro account integration settings and link the accounts again to refresh the permissions.
• SkyShop or Sello — sign in to your tool account and update the Allegro delivery options.

In the case of remaining tool providers, everything should work correctly. If you have any doubts, contact your integrator.

Additional services and fees

You will settle all the additional service fees according to the price list.

We will charge you additional fees, among others, for:

• parcels that exceed the maximum weight
• parcels that exceed the maximum size
• additional parcel protection for over 5,000 PLN
• non-standard parcels
• oversized parcels.

Allegro Delivery parcel return

The parcel may be returned to you if the customer does not collect it. In that case, we will not charge you for the return, and the parcel will be sent to the address you provided in the account settings.

How to file a complaint about an Allegro Delivery parcel

You can file a complaint about every parcel within Allegro Delivery through the complaint form in the Ordered Parcels section. Select the order you want to file a complaint about, open the order details and click [complain about delivery]. This way, your complaint will be immediately linked to the order it concerns, and handled more quickly. The form will guide you through filing a complaint and suggest what information you need to include.

If you no longer have an Allegro account or cannot sign in, use this complaint form.

Make sure you provide us with:

• your details
  • first and last name or the company name
  • mailing address
  • phone number
  • email address
• what your complaint concerns
• tracking number
• the date and place of the parcel dispatch
• the claim value (the product price and delivery cost)
• damage description — to justify the complaint
• bank transfer details — the bank account number as well as the account owner's first and last name
• the list of attached documents
• the date of filing the complaint and your signature (if you file it in writing).

Additional documents that will help us address your complaint faster:

• damage report or a statement made by a postal operator — if the buyer has already collected the parcel, they should complete the report as soon as they notice the damage
• the claim value confirmation — a receipt or invoice
• photos of the damage.

No matter how you file the complaint, you will receive a confirmation email once it reaches us. We will update you via email about its status. If you want to ask additional questions, click [contact us] under this article.

We usually address complaints within 7 days. However, sometimes it may take up to 30 days. We may also ask you to provide additional documents or information.

For accepted complaints, we usually pay out claims within 3 working days.

You can appeal our decision. Send an appeal as a reply to our email with the complaint decision within 14 days of its receipt.

For what reasons you can file a complaint about the service

You can do it if:

• the parcel is lost (we consider it lost if it has not been delivered within 30 days from the date of dispatch).
• we charge you additional fees you have not agreed for.
• the parcel is damaged in transit.
• we provide the service incorrectly.
• we do not provide the service on time (if the buyer collects the parcel, they can file a complaint due to delays).

Who and can file a complaint and when

As a seller, you can file a complaint against the service up to 12 months from dispatching the parcel.

If, upon parcel receipt, the buyer finds a defect or damage unnoticeable on the outside — they have 7 days to file a complaint about such a parcel. In other cases, they can file a complaint against the service up to 12 months after dispatching the parcel.

The Allegro Delivery Complaints section

You can find information on complaints within Allegro Delivery in the Allegro Delivery Complaints section in the Orders and Returns tab. There, you can check:

• complaint number
• number of the parcel the complaint concerns
• complaint reason
• complaint status
• actions you can take at a given complaint stage, for example, appeal or complete data
• date of each update, such as complaint status change, decision, or the number of days left until the decision.

Additional information

• Visit the Allegro Delivery page (available in Polish).
• Download the PDF file with key information about Allegro Delivery.
• Read the Allegro Delivery Terms & Conditions (available in Polish).
• Use the delivery tracking page.
• Learn more about Allegro Delivery from our video course.
• See how to pack and secure a parcel (available in Polish).

Frequently asked questions