Return shipment damaged or missing (RLIM)
On this page, you will find more information about return shipments that are damaged or missing.
How to help the customer with a damaged or missing return shipment
When returning an order, something can always go wrong unexpectedly – for example, a damaged or missing package. Your customer is responsible for shipping and handing over the return shipment at a parcel point, and for receiving proof of delivery (track & trace). If something goes wrong, you should contact the customer and work together to find a solution.
Tip
Has the item not arrived at all? Then check the status of the item together with the customer using the associated track & trace number found on the proof of shipment. Based on this information, you can assess how it will be handled further.
For a missing or damaged return shipment with your own delivery service
If you handle returns yourself, you can submit a request for investigation to the delivery service you engaged. Any request for compensation should be made to your own delivery service.
If the item arrived damaged or incomplete, you can send photos to the customer showing the condition in which the item was returned. These photos can help with the investigation.
For a missing or damaged return shipment with a bol return label
Is an order returned with a bol return label? Then bol will handle your complaint. In this case, please contact Partnerservice; they will be happy to help you.
If a package is damaged, it is useful to gather the following information before contacting us:
- The invoice
- Photos of the packaging and the damaged contents (if applicable). Any photos must meet the following conditions:
- A photo of the entire package, with the parcel label visible.
- A top-down photo of the opened package, showing the contents and inner packaging clearly.
- A photo of all types of inner packaging included in the package.
- A photo of the entire item.
- A detailed photo of the specific damage to the item.
Does your claim meet the conditions for a missing package? Then you may be eligible for compensation. This compensation is a gesture of goodwill and is not a guarantee. Depending on the situation, we will assess whether compensation is necessary or not. If the damage is caused by the delivery service, the compensation depends on the condition of the item.
Tip!
Do you use Logistics via bol? Then customer returns are not sent to this return address but to the bol return center. When you use Logistics via bol, the handling of return problems is taken care of for you.