Missing products at delivery

General

This incident type covers the case of missing products at the delivery and wrong products received.

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

Information to provide for resolution

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

• 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)

• 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. 

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

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

If the consumer prefers to receive the missing products 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.

*In case of wrong products sent, they can be kept by the final consumer.

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.

• Consumers have up to 14 days after the delivery date to report such incidents and be compensated.