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Shipping - Managing special cases

Updated over 2 months ago

You are in the following situations and you don't know how to deal with it.

The carrier has not collected the parcel

In the case of an Express shipment, a courier is responsible for collecting the parcel directly.

Check the collection date

Times may vary depending on the carrier, but generally collection takes place between 9am and 7pm.

If the time slot is passed without collection, click on the "Request a new collection" button and indicate the reason for your request from the drop-down list.

We will reschedule a collection with the courier.

Rescheduled Date

The couriers new pick up date will be updated in the item's paperwork and you will receive an email notification.

Please repeat the procedure if the parcel has still not left by the new date.

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A parcel has been returned to sender

You have received a parcel back from the sender. Sometimes a parcel is returned to your establishment.

What should you do in this situation?

  1. Go to the item concerned in the "Lost property" tab

  2. Click on "I have received the package as a return from sender".

  3. Add a photo of the returned parcel (packaging showing the return label with the reason)

  4. Select the reason for the return from the list

Incorrect or incomplete address, unclaimed address or expired deadline

  1. Choose whether or not to offer the next shipment

  2. Tick the box to notify the customer

  3. Click on Confirm

✉️ An email is automatically sent to your customer containing a photo of their returned parcel, the reason for the return and a new choice link allowing them to request a new shipment, choose an on-site return or abandon their item.

To view the email received by your customer, click on the relevant situation below:

--> New shipment at your customer's expense

The customer receives a new notification by message and/or email.

--> New shipment offered by your establishment

This is what your customer receives.

We can't see the email... that's normal! We're sorry for the inconvenience 🚧

Our team will update the guide as soon as possible. 🚀

Other reason -> investigation by the PeeK'In team 🕵️

If your parcel has been returned for one of the following reasons, our team will need to intervene and we will get back to you as soon as possible.

  • Damaged/empty (theft)

  • Refused by the recipient

  • Missing document (proforma)

  • Input error (weight/size - parcel too large)

  • Carrier error

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Shipping a parcel abroad

You need to ship a parcel abroad. Proceed that way :

  • Print the marketing message et le shipping label

THEN

  • Click on "Print the customs invoice"

  • Print this document in 3 copies

  • Date et sign them

  • Put them in the document holder behind the packing slip before handing over the parcel to the carrier

Make sure you don't forget them, as they will be required when you go through customs!

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The item to be sent does not fit into the PeeK'in packaging

Find packaging in your stock

In order to inform the owner of the item that you have found it and to propose the appropriate shipping rate, you must enter the packaging dimensions. These are essential for obtaining shipping quotes from carriers.

Look in your stock (kitchen, storeroom,...), you will find a suitable parcel for sure!

Enter the dimensions of this packaging

You found a suitable packaigng 📦

Good news 👏 you will be able to notify the owner of the item and offer a shipping solution.

To do so:

  • Select "Customer" en type de colis

  • Tick "No" to the question "Is it a suitcase?"

  • Tick "Yes" to the question "Do you have packaging?"

  • Enter the dimensions of the packaging

  • Click on "Save"

You can now notify the owner.

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You have found a valuable item

High-value items

You've just found a high-value item (IPad, laptop, jewelry, luxury accessories...) and would like to offer its owner a declared value shipment. Now you can!

  • Register the item with PeeK'in and enter the owner's contact details

  • Click on "Register" BUT DO NOT notify your customer

  • Contact us, specifying the item reference

We'll contact your customer directly and propose a shipment with insurance on the declared value of the item.

If your customer wishes to take out insurance, the order will be placed outside the traditional route. Once the order has been validated, we'll issue the packaging slip you'll find in the item's file, and you'll be able to dispatch the parcel.

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