Damaged products at delivery

General

This incident type covers the case of damaged products during the delivery but does not cover non-functional products properly delivered.

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/ Documents to provide for resolution: 

• Concerned product(s) list (on app declaration)

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

• Pictures of damaged product(s)

• Pictures of the shipment label and parcel

• Preferred resolution method (on app declaration)

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

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. 

The first one (recommended) being the shipment of the damaged product(s).

The second one being the refund of the product(s) damaged.

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

If the consumer prefers a reship 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.

• The parcel has to be declared as delivered.

• Attachments prove the legitimacy of the incident (parcel damaged and products damaged)

• Consumers have up to 7 days after the delivery date to report such incidents and be compensated.