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Product complaints: rules and settings
How to save complaints terms and add them to an offer
Complete the complaints terms and add them to your offers to make shopping easier for customers.
You can find information about complaints in the Complaints Terms tab. If you want to, you can create different complaints terms, for example, for different product groups.
How to save complaints terms
To do it:
- Go to the Complaints Terms tab and click [add complaints terms] — we will redirect you to the Enter complaints details page.
- Enter the name of complaints terms — only you will see it. It will make it easier for you to choose the appropriate terms while listing or editing an offer.
- Select the time limit of filing a complaint — you can choose between 2 years and more than 2 years.
- Enter the address for complaints.
- In the Complaint description field, you can add your criteria for handling complaints. The description you provide will be visible on the offer page.
Once you enter details of complaints terms, you can add them to selected offers.
How to add a translation of the saved complaints terms
Providing a translation will make it easier non-Polish customers to buy from you.
You can add the description of the complaints terms in Enter complaints details. You can add your own or automatic translation into the following languages:
- Polish
- English
- Czech
- Ukrainian
- Slovak.
To add a translation of complaints terms:
- Go to the Complaints Terms tab and click [edit] next to the complaints terms to which you want to add a translation. We will redirect you to the page with complaints terms details.
- The translation tool is located under the Complaint description field — click [change language] and select the language in which the description is currently available.
- Then, click [add translation] next to the language to which you want to translate the complaints terms saved in the tab. If the original language is Polish, you can translate the text into English, Czech, Ukrainian and Slovak.
- Add your own or automatic translation. Before you save it, make sure it is correct — automatic translations may contain errors. You can always edit automatic translations.
- Click [confirm] to confirm the added translation and [save] to save changes in the complaints terms details.
How to add the saved complaints terms to the offer
There are two ways of adding complaints terms:
In the listing form
- Go to the Offer Terms section.
- If you have only one term for complaints, we will automatically enter it in the listing form. If you have more than one term, select the terms you want to add to your offer from the Complaints Terms list.
If you want to create a new template, click [add complaints terms]. We will redirect you to the tab where you can do it.
In the My Assortment tab
- Select the Offers to which you want to add Complaints terms.
- On the green bar, select [edit] and then [complaints terms].
- Select the appropriate information and click [save].
What the Online Dispute Resolution (ODR) is and how it works
ODR (Online Dispute Resolution) is a platform that is used to resolve disputes between consumers and entrepreneurs selling online.
What the Online Dispute Resolution (ODR) is
The Online Dispute Resolution (ODR) is a platform used to settle disputes between consumers and sellers (entrepreneurs).
Under EU Regulation no. 524/2013, from January 9, 2016, online stores must inform consumers that they can settle disputes electronically via the ODR platform.
This solution makes it possible for consumers to file a complaint about their online purchase easily and conveniently.
How ODR works
The consumer files a complaint via ODR, and the seller is notified about this. Together with the consumer, they choose a mediator (Alternative Dispute Resolution - ADR), whose role is to help settle the dispute.
Under section 17 of the Allegro Terms & Conditions, in case of a dispute related to the services provided by Allegro.pl, a user who is a consumer may also use the EU ODR online platform. If you want to do it, write to us at odr-allegro@allegro.pl.
Where to find information about ODR
Under the Regulation no. 524/2013, information about ODR with a link to the platform should be placed prominently. Entrepreneurs selling on Allegro should place it in the Reklamacja (Complaints) tab. Apart from this, they should also provide an email address which a consumer can enter while using the platform. Additionally, sellers are obliged to inform a consumer about the ODR platform after they file a complaint.
A sample information about the ODR platform
As a consumer, you have a right to initiate out-of-court proceedings to solve a complaint and enforce claims. If you want to settle disputes regarding online purchases amicably, you can file a complaint, for example, via the EU ODR platform at: http://ec.europa.eu/consumers/odr/. There, enter our email address: ...@...
Complaints about parcels settled with Allegro
If you want to file a complaint about the parcel delivery which you have settled directly with us - you need a power of attorney. You can download it from the Delivery Settings tab on the Allegro account.
- 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 authorized to file complaints from these delivery options, so you need a power of attorney to file a complaint against a carrier on your own.
You can file a complaint through Allegro for every delivery option you settle with us.
Where you can find the power of attorney
You can download the power of attorney from the Delivery Settings tab on your Allegro account. 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.
Always remember to attach the power of attorney to file a complaint against a carrier effectively.
General complaint conditions
- You can file a complaint up to 12 months after you dispatch a parcel.
- A complaint will be rejected if it concerns a parcel that was not dispatched in accordance with the carrier regulations.
- You should include all relevant information and documents in your complaint. Learn more about it below.
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
| Stage | Who | Timeframe |
|---|---|---|
| Filing a complaint | Who You |
Timeframe Up to 12 months after dispatching a parcel or charging a fee. In the case of complaints involving delay in delivery — at least 5 days and up to 60 days from the day the parcel was dispatched |
| Complaint assessment | Who InPost |
Timeframe Within 30 days of filing the complaint. In the case of complaints involving a lost parcel — 30 days after parcel dispatch |
| Attaching missing documents | Who You |
Timeframe Within 7 days of receiving the message about the documents missing |
| Appeal against a decision | Who You |
Timeframe Within 14 days of receiving the response to the complaint |
| Appeal assessment | Who InPost |
Timeframe Within 30 days of receiving the appeal |
| Compensation payment | Who InPost |
Timeframe Within 30 days of accepting the complaint |
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.
Complaint timeframe
| Stage | Who | Timeframe |
|---|---|---|
| Filing a complaint | Who You |
Timeframe Up to 12 months after dispatching a parcel or charging a fee |
| Complaint assessment | Who Allegro |
Timeframe Within 7 days of filing the complaint. In special cases, the waiting time for a response may be extended up to 30 days |
| Attaching missing documents | Who You |
Timeframe Within 7 days of receiving the message about the documents missing |
| Appeal against a decision | Who You |
Timeframe Within 14 days of receiving the response to the complaint |
| Appeal assessment | Who Allegro |
Timeframe Within 7 days of receiving the appeal. In special cases, the waiting time for a response may be extended up to 30 days |
| Compensation payment | Who Allegro |
Timeframe Within 3 days of accepting the complaint. In special cases, the waiting time for a response may be extended up to 30 days |
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)
- Sign in to your account in E-Nadawca (e-sender) and open the Przesyłki (Parcels) tab.
- Open one of the three catalogs: Wysłane (Sent), Odebrane (Received), or Archiwum (Archived), depending on where your file with the parcel data is.
- Find a relevant Zbiór (set) and choose the parcel you want to file a complaint about.
- Provide the reason for the complaint and click [zgłoś](report).
- 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).
- 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.
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.
Who is responsible for a missing package
Liability for a lost shipment depends on whether the seller and buyer are entrepreneurs or private individuals.
Purchases from private individuals or transactions between entrepreneurs
If a buyer purchases an item from a private individual or if both sides of the transaction act as entrepreneurs — the purchased items are released when the seller delivers the package to a carrier. At that moment the responsibility for the package passes to the buyer. If the item is damaged during the shipment, the sender (seller) may send a complaint to the carrier — but they may also authorize the buyer to do so.
Learn more
What to do if the buyer files a complaint about defective goods
Details related to complaints are fixed because they result from legal provisions. Check what rules and deadlines apply to you and your customers.
As a seller, you are liable within the statutory warranty and in case of lack of conformity of the goods with the contract unless you informed the buyer about the defects and non-conformities in the offer.
Consumer sales (when the consumer buys from the entrepreneur)
How much time you have to address the complaint
You have 14 days of filing a complaint by the buyer to consider it. If you do not do it within that time frame, the complaint is deemed upheld by you.
When the buyer sends the product back within a complaint
They should properly secure the product. They do not have to return the goods in the original packaging or include the receipt.
Consumer sales ― transactions made before January 1, 2023
If the buyer receives a defective product and it becomes apparent within 2 years of the product delivery, the buyer has the right to file a complaint within the statutory warranty.
As stipulated in the Allegro Returns Policy, if the buyer selects one of the complaint reasons[1] in the Returns form, that means they apply for a full or partial refund. You are obliged to address any complaint within 14 calendar days of receiving it. If you:
- uphold the complaint — refund the buyer
- reject the complaint — send the product back to the buyer. Then, they have the opportunity to pursue their case in court.
If the buyer does not want a refund and instead wants you to: replace the product, send them the missing parts, or remove the defect, they should contact you directly ― they can find your contact information in the Complaint section in your offer.
[1] Among others: Missing element, The product is damaged, but the parcel is intact, or Defect revealed during use.
The limitation period of claims
The claim for removing the defect or replacing the sold product for a defect-free counterpart expires 1 year from the day the defect was revealed. Remember that the limitation period cannot expire before 2 years have passed. In practice, that means a consumer may have up to 3 years to inform you about the defect. Within 12 months of receiving the return, you are the one to prove that the buyer is responsible for the defect occurrence.
Consumer sales ― transactions made from January 1, 2023
In case of a lack of conformity of the goods with the contract, the buyer has the right to file a complaint. As stipulated in the Allegro Returns Policy, if the buyer selects one of the complaint reasons[1] in the Returns form, that means they apply for a full or partial refund as:
- you refused to make the goods conform to the contract due to it being impossible or too expensive
- you did not make the goods conform to the contract (did not fix or replace the goods)
- you are unable to make the goods conform to the contract in a reasonable time or without undue inconvenience
- despite your attempts to make the goods conform to the contract (by fixing or replacing them), the non-conformance is still present
- the non-conformance of goods is severe enough to justify an immediate withdrawal from the agreement/lowering the price.
If you uphold the complaint, you have to refund the buyer immediately.
If the buyer wants you to fix or replace the product, they can contact you with the details you provided in the offer in the Complaints section. The repair or replacement should be carried out within a reasonable time frame and be free for the buyer.
If making the goods conform to the contract in the way the buyer chose is impossible or overly costly, you can:
- replace the product when the buyer demands fixing it
- fix the product when the buyer demands replacing it.
[1] Among others: Missing element, The product is damaged, but the parcel is intact, Other defect, or lack of conformity of the goods with the contract.
The limitation period of claims
Check the key deadlines.
- The complaint claim may expire after 6 years.
- Within 2 years of delivery, the seller should be able to prove that the goods conformed to the contract at the moment of their delivery to the buyer.
A complaint decision and a refund
Filing a complaint is free for the buyer. You are obliged to refund the buyer for all the costs they bore in regard to the transaction (for example, the total cost of assembly or installation of the device). The entrepreneur bears the cost of fixing or replacing the product, including postal charges, shipping, labor, and materials. The buyer should make the defective goods available to you so can fix it.
If you reject the buyer's claims ― send the product back to them. Then, the buyer can pursue their case in court. You can also demand the buyer cover the shipping cost in case of an unfounded complaint.
Non-consumer sales
The Polish Civil Code is the legal basis of a non-consumer purchase complaint within the statutory warranty.
As stipulated there, you as a seller, are responsible for defects that decrease the product's value or usefulness. You are also responsible for the lack of features or properties that a given product should have or that you have promised in the offer if the buyer has received an incomplete product.
If the product sold has a defect, the buyer has the right to request you to replace the product with a defect-free counterpart or remove the defect. They can also demand you to lower the price and ― if the defect is serious ― withdraw from the agreement. The liability period is 2 years.
The Polish Civil Code stipulates that the parties can limit or extend the liability under the statutory warranty. However, that rule does not apply if it turns out that you have been aware of the defect and you purposefully hid this information.
