Parcel never received

General

This incident type covers the case where the parcel has not been received. Either it is still in transit or it has been marked as delivered but the consumer confirms it was not delivered to them. 

By choosing this type of incident, the consumer will be able to provide information and documents.

A Consumer Care Specialist will manually check all information and documents provided with the incident declaration to establish his judgement of the legitimacy of the incident reported.

Information/Documentation to provide for resolution

• Commercial invoice in the name of the consumer (ad-hoc document)

• Preferred resolution method (on app declaration)

• Bank information in order to proceed to compensation (on app declaration)

• If delivered but not received:
  • Recipient ID
  • Affidavit* (if value < 150€) or Police report (if value >= 150€)

*This checkbox that consumers have to check in order to open the claim counts as the affidavit:

Cubyn is not responsible for any mistake in the transmission of consumer’s bank account details and will not provide further compensation for this incident if it happens.

Resolution

There are two favorable resolution methods possible here. 

1. The first one (recommended) being the re shipment of the parcel.
2. The second one being the refund of the parcel.

The resolution workflow asks the consumer about his preferred resolution method.

If the consumer prefers a reshipment but we happen to be out of stock of this specific product at the moment the  Consumer Care Specialist validates the incident, we will proceed to a refund instead.

In case of refund, it will be in the form of a bank transfer.

So it takes between 7 and 10 days to be effective and require consumer’s bank account details.

Conditions to be eligible for resolution

• A compensation for this incident has not been validated yet.

• We do not have any proof that the parcel has been received by the consumer (pin code, signature matching)

• Consumers have a period of 14 days to report this incident. 

  • If the package is declared as delivered, this period runs from the date of delivery.

  • If the package has not been declared as delivered:

    • For Domestic deliveries (FR/ES) :
      From promiseDeliveryDate +7 to promiseDeliveryDate + 14
      
      For International deliveries :
      From promiseDeliveryDate + 14 to promiseDeliveryDate + 21