Complaints about parcels settled with Allegro

• Allegro Delivery
• Allegro Paczkomaty InPost within Allegro Smart!
• Allegro Pocztex Courier
• Allegro Pocztex Courier payment on delivery
• Allegro Pocztex Pick-up Point
• Allegro Pocztex Pick-up Point payment on delivery
• Allegro Pocztex Parcel Locker
• Allegro Registered mail
• Allegro MiniParcel
• Allegro UPS Courier
• Allegro UPS Courier payment on delivery
• Allegro UPS Pick-up Point
• Allegro DPD Courier
• Allegro DPD Courier payment on delivery
• Allegro DPD Pickup
• Allegro DPD Pickup payment on delivery
• Allegro DPD Courier — dispatch abroad from Poland
• Allegro DHL Courier
• Allegro DHL Pick-up Point
• Allegro DHL BOX 24/7
• Allegro DHL Courier — dispatch abroad from Poland
• Allegro International
• Allegro DPD Pickup Czechia
• Allegro DPD Parcel Lockers Czechia
• Allegro Dispatch from Poland to Czechia — Packeta Pick-up Point
• Allegro Dispatch from Poland to Czechia — Packeta Pick-up Point payment on delivery
• Allegro Dispatch from Poland to Czechia — Packeta Parcel Lockers
• Allegro Dispatch from Poland to Czechia — Packeta Parcel Lockers payment on delivery
• Allegro DPD Pickup Slovakia
• Allegro DPD Parcel Lockers Slovakia
• Allegro UPS Courier Slovakia
• Allegro Dispatch from Poland to Slovakia — Packeta Pick-up Point
• Allegro Dispatch from Poland to Slovakia — Packeta Pick-up Point payment on delivery
• Allegro Dispatch from Poland to Slovakia — Packeta Parcel Lockers
• Allegro Dispatch from Poland to Slovakia — Packeta Parcel Lockers payment on delivery
• Allegro DPD Pickup Hungary
• Allegro DPD Parcel Lockers Hungary
• Allegro UPS Courier Hungary
• Allegro Dispatch from Poland to Hungary — Packeta Pick-up Point
• Allegro Dispatch from Poland to Hungary — Packeta Pick-up Point payment on delivery
• Allegro Dispatch from Poland to Hungary — Packeta Parcel Lockers
• Allegro Dispatch from Poland to Hungary — Packeta Parcel Lockers payment on delivery.

Allegro is the sender of Allegro Smart! parcels — we will grant power of attorney for you to file a complaint and run a case against InPost. You can download it from the Delivery Settings tab.

You can file a complaint in several ways:

• on your own, through our 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]
• directly through this form on the InPost website
• by calling +48 746 600 000 (for landline) or +48 722 444 000 (for mobile phones)
• in writing, addressed to: 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.

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.
• The ID number of a document confirming the dispatch or the tracking number.
• A complaint description, in which you should give the reason for filing the complaint and the compensation amount — in case you demand it.
• The bank's name and account number to which the compensation should be transferred.
• All the documents confirming the transaction conclusion (email correspondence, sales agreement confirmations, the link to the offer on Allegro, transfer confirmation, a receipt, or a VAT invoice).
• The original damage report — if the parcel has been damaged.
• In the case of an insured parcel — insurance information.
• If the complaint is filed by the recipient — a statement in which the sender relinquishes the right to vindicate 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 relinquishes the right to vindicate a claim in favor of the sender.
• If the parcel is damaged — the recipient's statement of damage filed at an InPost facility directly after receiving the parcel (or within 7 days of the parcel pick-up in case of damage that is not visible at pick-up).

Complaint timeframe

If you do not receive a response to your complaint or appeal within a given timeframe, the complaint will automatically be granted.

You can file a complaint:

• on your own, through our 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]
• directly through the form on the DPD website — you will find it in the My DPD tab
• in writing, addressed to: DPD Polska Sp. z o.o., Dział Reklamacji, ul. Mineralna 15, 02-274 Warszawa.

Simply choose the best method for you and send all the necessary information and documents.

What you should include in the complaint:

• the power of attorney to file a complaint, granted by Allegro
• documents required in the complaint - you will be able to access a complete list when you choose a reason for filing a complaint in the complaint form. For example, if your parcel is damaged, you will need to provide: a complaint form, a dispatch protocol/consignment note, a shipping damage report compiled with the courier, and a parcel value confirmation.

Complaint time frames

When can I file a complaint?

File a complaint as fast as possible after the incident and completion of all documents. Deadlines for filing a complaint are dependent on what service you were provided. Find the detailed information in the relevant DPD terms and conditions.

When can I expect a decision regarding my complaint?

You will receive a decision within 30 days from the day you filed a complete complaint to the carrier.

If you want to file a complaint regarding a parcel picked up by DPD in the Allegro One program, you can do it within Allegro Delivery parcel complaints.

Allegro Delivery is our service, so you can file a complaint directly to us. Use 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.

In such a case, 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.

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.

See the details.

Complaint timeframe

You can file a complaint:

• on your own, through our 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]
• directly through the UPS form ― if the parcel was damaged or lost.

Make sure to include our power of attorney when filing such a complaint.

If it turns out that the fees were calculated incorrectly after you have filed a complaint, you will receive a correction to the bank account you provide.

If you want to file a complaint regarding a parcel picked up by UPS in the Allegro One program, you can do it within Allegro Delivery parcel complaints.

You can file a complaint in several ways:

• through our 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]
• through this form on the Poczta Polska website
• in writing, using a complaint form available at every post office
• through the E-Nadawca (e-sender) service (available only in Polish).

How to file a complaint through E-Nadawca (e-sender)

1. Sign in to your account in E-Nadawca (e-sender) and open the Przesyłki (Parcels) tab.
2. Open one of the three catalogs: Wysłane (Sent), Odebrane (Received), or Archiwum (Archived), depending on where your file with the parcel data is.
3. Find a relevant Zbiór (set) and choose the parcel you want to file a complaint about.
4. Provide the reason for the complaint and click [zgłoś](report).
5. In the next window:
   • provide comments to your complaint
   • provide the invoice ID
   • add our power of attourney
   • determine if you want to receive damages, and if so, how much
   • determine whether you want the damages to be paid through the postal order or bank transfer (in that case, provide your bank account number).
6. Click [Zapisz](Save), and that is all! You will find a complaint filing confirmation in the Zgłoszone reklamacje (Filed complaints) window.

You can file a complaint in two ways:

• through our 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]. Use this form if your complaint concerns parcels you dispatch in the Ship with Allegro tool without a separate agreement with the carrier. You can then file a complaint regarding: fees for delivery services, fees for additional services, damage or loss of the parcel.
• directly through the form on the DHL website — if the parcel was damaged or lost. Make sure to include our power of attorney when filing such a complaint. You can find it in the Delivery Settings tab. All you need to do is change the language settings to Polish and click [pobierz pełnomocnictwo] (download the power of attorney) in the Reklamacje dostaw (Delivery complaints) section.

If you file a complaint and the fees prove to be improperly charged, we will settle them on your account.

If the complaint relates to damage or loss of a parcel, and you file it without our involvement, the correction will go directly to the bank account number you indicated.

Allegro International is our own service, that is why you should file complaints directly to us.

Learn more.

You can file a complaint:

• through our 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]. Use this form if your complaint concerns parcels you dispatch in the Ship with Allegro tool without a separate agreement with the carrier.
• with the carrier by yourself ― through the form or email: allegro.cs@packeta.pl if the parcel was damaged or lost.

If you file a complaint and the fees prove to be improperly charged, we will settle them on your account.

If the complaint relates to damage or loss of a parcel, and you file it without our involvement, the correction will go directly to the bank account number you indicated.

You can use the contact form to file a complaint regarding a return parcel dispatched by a buyer from allegro.cz, allegro.sk, or allegro.hu. We need the following to process your complaint:

• order number
• tracking number of the return parcel
• description of the returned parcel (product name, product description, price, receipt or invoice for the product)
• claim value
• bank account number to which we should return the money if we accept the complaint
• in case of damaged products: damage report and photos of the damage.