Depending on your claim type, select the Type. Next, select the product number and action—refund (for example, a refund is possible for a defective product), quantity, and a comment. After filling in all fields, add the item by clicking Save. The information will appear in the claim.

We check the product information and click Approve.

The claim status is assigned to In transit.

Current Claim Types:

1. Defective – a physical return of defective products, created when defective products are identified

2. Return of Good Quality Products – a physical return of good quality products due to incorrect activation of a promotional offer, etc.

3. Shortage – indicates the quantity of the missing product

4. Overdelivery – if an item arrived that was not included in the order, indicate the article number and quantity

5. Re-sorted – if one item was replaced by another

The Return of a Quality Product claim type is used for returning quality products. However, it can't be created for all products, only those that meet the appropriate criteria. On the website, such products are marked with a special Returnable icon.

When using the Re-delivery type, a Consultant can return or repurchase the item they received. In the latter case, an additional order is created for this item. To close a claim, the Consultant must have the required amount in their personal profile.

When a different item arrives instead of one, the Re-delivery claim type is used. In the Incomplete Item field, select the item that did not arrive. In the Action field, select Refund if the Consultant refused to re-deliver it.

In the Re-delivery Item field, enter the item that was not in the order but arrived.

In the Action field, select Repurchase item or Return to Warehouse if the Consultant refused to re-deliver it.

For shortage items, funds are refunded; over-delivered items are either returned to the warehouse or purchased by the Consultant.

When creating a Re-delivery type claim, we receive two claim documents:

Shortage for an item that did not arrive and Over-delivery for an item that was not ordered.

The Claim document is then processed by a Regional Distribution Center (RDC) employee. If approved, the Claim document is assigned the status Confirmed/Satisfied. Claim processing time is determined for each region individually.

If Claims of the Defective, Short Delivery, or Return of Quality Goods types are approved, the Consultant receives a refund, including service fees instantly.

Attention! If the returned item was purchased on sale and has different prices in the order (for example, you purchase one package with a coupon and the other at the regular price), the refund will be for the lowest price in the order.

If a claim is incorrectly filed, the amount refunded to the Consultant will be deducted from the Agency Fee for the next reporting period.

When returning a paid item, the Consultant's points are deducted from the Agency Fee on the first day of the period following the period in which the claim was satisfied.

Attention! Returns of defective and surplus products to the RDC are processed in the manner established in the region (interaction between the PV and the Warehouse).

The Claim document is updated to the Completed status after confirmation by a warehouse employee.

TRY-ON CLAIM

If an item is marked with the Try-on icon, it can be tried on at the CP before purchasing (clothing, shoes). Opening items that cannot be tried on is prohibited.

If an item is rejected after trying on, the PV operator files a Try-on Claim claim.

In the order (with the status Delivered, Not Paid), click the Try-on Claim button.

Please indicate the products you wish to refuse:

Press the CONTINUE button,

The Claim document is then processed by a Regional Distribution Center (RDC) employee. If approved, the Claim document is assigned the status Confirmed/Satisfied. Claim processing time is determined for each region individually.

If Claims of the Defective, Short Delivery, or Return of Quality Goods types are approved, the Consultant receives a refund, including service fees instantly.

If a claim is incorrectly filed, the amount returned to the Consultant will be deducted from the Agency Fee for the next reporting period.

When returning a paid product, the Consultant's points are deducted from the Agency Fee on the first day of the period following the period in which the claim was satisfied.

Attention! Returns of defective and surplus products to the RDC are processed in the manner established in the region (interaction between the CP and the Warehouse).

After confirmation by a warehouse employee, the Claim document is assigned the Completed status.

FITTING CLAIM

If an item is marked Trying on is possible, it can be tried on at the collection point before purchasing (clothing, shoes). Items that cannot be tried on are prohibited from being opened.

If you refuse an item after trying it on, the pickup point operator will file a Trying on Claim claim.

In the order (status: Delivered, Not paid), click the Trying on Claim button.

Please indicate the products you wish to refuse:

Press the button CONTINUE,

Check whether the document is drawn up correctly.

To close a claim, the Consultant must have the required amount in their personal profile, minus the cost of the items covered by the fitting claim.

After clicking the PAY AND DELIVERY button, the claim cannot be deleted.

The Fitting Claim document is then processed by a regional distribution center (RDC) employee. If approved, the Fitting Claim document is assigned the status Confirmed/Satisfied."The processing time for Fitting Claims is determined individually for each region.

After confirmation by a warehouse employee, the "Fitting Claim" document is assigned the status Completed.