Product not received

Step 3

Check Label Active Days to see if it has elapsed.

Note: Please refer to the “Last Update” date in orders on b2b.vidaxl.com.

Step 4

Explain the situation to your end customer and ask if they would prefer a replacement or a refund.

Step 5

Contact dropshippingXL customer services and include:

• Order number
• Missing parcel reference (SKU + tracking number)
• Reason: inactive label
• Expected solution: replacement or refund

Step 6

dropshippingXL customer services will check and confirm the solution:

Note: The replacement is the default option.

Replacement: This will be shipped directly to your end customer and the new tracking number will be visible in “ORDER HISTORY” when available

Refund:

• If return is necessary: Return instructions will be provided and the refund will be issued to your Wallet once the return tracking is active
• If no return is necessary: The refund will be issued to your Wallet and you can refund your end customer.

Step 7

Confirm the solution to your end customer.

Step 3

Check the status of the tracking number.

Step 4

Ask your end customer to wait and provide them with the tracking information if necessary. If the customer wants to cancel, please go to Order Cancellation.

Step 3

Check the status of the shipping information if there is no update for more than 5 business days.

Step 4

Explain the situation to your end customer and ask if they would prefer a replacement or a refund.

Step 5

Contact dropshippingXL customer services and include:

• Order number
• Missing parcel reference (SKU + tracking number)
• Reason: lost in transit
• Expected solution: replacement or refund

Step 6

dropshippingXL customer services will check and confirm back the solution applied.

Replacement: This will be shipped directly to your end customer and the new tracking number will be visible in Order History when available.

Refund: If a return is necessary, return instructions will be provided and the refund will be issued to your wallet once the return tracking is active.

If no return is necessary the refund will be issued to your wallet and you can refund your end customer.

Step 7

Confirm the solution to your end customer.

Step 3

Check if the tracking number is delivered and check the claim period for the relevant carrier below.

Claim period (for disputed delivery)

Carrier	Claim period (start from the date of delivery)
PostNL	15
Fastway	30
GLS	45
SEUR	60
UPS	60
DPD AT	6 months
Colis Prive	6 weeks from the day the carrier received the parcel
Hermes GB	30

For the rest of the carriers, there is no claim period required.

Note: Please advise your customers to claim non-receipt as soon as possible and preferably within the carrier’s claim period. This allows for a faster and better answer from the carrier.

Step 4

Contact dropshippingXL customer services and include:

• Order number
• Missing parcel reference (SKU + tracking number)
• Reason: disrupted delivery
• Expected solution: replacement or refund

Note: if the customer chooses a refund and the product is composed of several boxes which are already in transit or delivered, they will have to be returned to vidaXL before a refund is issued.

Step 5

dropshippingXL customer services will check and provide you with the POD if available.

• UPS you can download the POD on the UPS page
• DPD_PL / Packs / Post NL / Colis Prive / HR Parcel / STRECK / Ceska Posta/ Bpost: No POD available.
• If your end customer has signed an ATL (Authority to Leave) with the carrier, we cannot claim this and the custAuthority to Leaveomer will bear the cost of the loss.

Note: VidaXL has agreed to ATL with Aramex-AU-formerly known as Fastway/Aramex–UAE/Bring/DirectFreight/DPD CH/ Evri formerly Hermes UK/ GLS DK/Purolator/Toll/UPS-US.

Step 6

Provide the POD (If available) to your end customer and request them to check with neighbours and to fill the non-receipt form if the package cannot be found.

Note: For BE, FR, IE, NL, and UK with GLS BE, GLS EU and Packs carriers, the non-receipt form does not need to be filled out by hand. For all other countries or carriers, the non-receipt form must be filled in handwriting. If the customer cannot print the NRG form, they can write the content of the form by hand and send it back to us.

For parcels shipped with DPD(except DPD RO) ,GLS DE, GLS AT, GLS BE, GLS DK, GLS EU, SEUR, Hermes UK, Post NL, Bpost, Yodel UK, ColisPrive and Packs and Mondial Relay specific non receipt forms are required. You can download the forms by yourself below.

Non-receipt-form

Step 7

Send the filled in document to dropshippingXL customer services, who will confirm the solution applied.

Replacement: This will be shipped directly to your end customer and the new tracking number will be visible in Order History when available.

Refund: If a return is necessary, instructions will be provided and the refund will be issued to your Wallet once the return tracking is active.

If no return is necessary, the refund will be issued to your Wallet and you can refund your end customer.

Step 8

Confirm the solution to your end customer.

Step 3

Check the status of shipping information and see if “Return to Sender” shows on the Tracking History.

Step 4

Explain the situation to your end customer and ask if they would prefer a replacement of a refund.

Step 5

Contact dropshippingXL customer services and include:

• Order number
• Missing parcel reference (SKU + tracking number)
• Reason: return to sender
• Expected solution: replacement or refund

Note: If the customer chooses a refund and the product is composed of several boxes which are already in transit or delivered, they will have to be returned to vidaXL before a refund is issued.

Step 6

dropshippingXL customer services will check and confirm the expected solution.

Replacement: This will be shipped directly to your end customer and the new tracking number will be visible in Order History when available.

Refund: If a return is necessary, instructions will be provided and the refund will be issued to your Wallet once the return tracking is active.

If no return is necessary, the refund will be issued to your Wallet and you can refund your end customer.

Step 7

Confirm the solution to your end customer.

How to calculate inactive label period:

• See table below for the number of business days. Do NOT count weekends and bear in mind bank holidays.
• Take into account any time zone differences between where you and the customer are located.

Example:

• Label was printed on a Monday. Current inactive label period is 5 business days. The first day is then Tuesday. You can then consider the label inactive after the following Monday (Tuesday, Wednesday, Thursday, Friday, Monday = 5 business days).

Current label active days:

	Country	Active within XX business days
Parcels	NL	1
	BE – IE – JP – LU – SE – UAE – US	2
	AU – CA – DE – EE – FI – LT - SI	3
	CHAT-CH - ES - HR – KSA - LV – PT – PL	4
	HU - RO - SK - UK- FR	5
	BG – DK	6
	GR- IT	7
	NO	8
	IS	11
	TR	13
Pallets	BE - DE – NL - LU	7
	CH - FR	8
	AT - PL - CZ - BG - DK– EE – ES – FI – GR - HR – IE – IT – LT – LV – PT – RO – SI – SK – SE	9