Category: 🚛 Shipping & Delivery  |  Section: Damaged parcel  |  Contact reason: Conformity / Damaged parcel

Summary — read this first

What this article covers: an empty or damaged parcel received by a customer (postal litigation rules) and items damaged inside the Vestiaire Collective hub. 4 use cases across 2 guides; each one states the exact conditions it applies to and the steps to follow.

Pick your use case:

1. Empty/damaged parcel - L1 — ✅ There is already a claim — Explain to the customer that they already have an investigation opened with us
2. Empty/damaged parcel - L1 — ❌ There is no claim — Inform the customer that we will handle his case via email
3. Item damaged at VC — Seller item send-in, damaged at the warehouse — Create an outbound ticket to inform the seller their item was damaged accidentally at the warehouse and apologize
4. Item damaged at VC — Seller item not sold, stocked at the warehouse — “Withdraw from sale” button in C360 will only be available if VDC+ picking action hasn’t been done yet at the warehouse

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Empty/damaged parcel - L1

Context: customer contacts saying that they have received an empty or damaged parcel If damage is the reason, we only open a postal litigation if: • If the content of the parcel (THE ITEM ITSELF) is damaged AND If the PARCEL/PACKAGING was damaged and clearly visible on pictures. Otherwise please set the contact reason to conformity and handle the case as per • If the item was damaged during the transit (‘damaged’ event on…

First steps (all cases)

🎯 Process

1. Set contact reason to Damaged parcel
2. Check if there is already a claim ongoing: Go to C360 > Search for the item number > Return Status

1. ✅ There is already a claim

🎯 Process

1. Please explain to the customer that they already have an investigation opened with us. You can send the following macro: Ongoing PL - cust chases
2. Solve the Messaging ticket DO NOT MERGE THE TICKET

2. ❌ There is no claim

🎯 Process

1. Inform the customer that we will handle his case via email. You can send the macro: Transfer from L1 to CS PL team
2. Please create a PL ticket via C360 > item > postal litigation
3. Check the price sold in C360 and assign the ticket to the dedicated team depending on the item value:
4. <1000€ = CS postal litigation team
5. 1000€ - 2000€ = SWAT team
6. >2000€ = L3 team

Item damaged at VC

Context: internal request from a team at the hub since they damaged an item during their process: • Log —> Reception • Styling (creative studio) —> When photo shooting • Authentication —> Authentication check • QC —> QC check • VIP / Consignment —> listing for VIP customer • Log —> Expedition If the article is damaged but still in good condition it may be listed at VDC+ with a revised price. You can get contacts from…

First steps (all cases)

🎯 Process

1. Set contact reason to “Damaged parcel”
2. Go to C360 > Histo > Last action If the last action states “Lost effective”, it means the item has been damaged by our teams.
3. Then, it depends whether the item was sold or being listed when damaged at the warehouse

3. Seller item send-in, damaged at the warehouse

🎯 Process

1. Create an outbound ticket to inform the seller their item was damaged accidentally at the warehouse and apologize. Please reassure the seller they will get paid within 5 business days. You can use the macro “ Item damaged in warehouse ”
2. Create an outbound ticket to inform the buyer the item they bought was damaged accidentally at the warehouse and apologize. Please reassure the buyer they will be refunded.
3. Please check if there is a ‘ Loss - defective ’ action in the Histo Go to C360 > Histo

Sub-cases

4. Seller item not sold, stocked at the warehouse

🎯 Process: “Withdraw from sale” button in C360 will only be available if VDC+ picking action hasn’t been done yet at the warehouse

1. If not done yet, please follow this guidelines to remove seller’s item from sale
2. Create an outbound ticket to inform the seller his item was damaged accidentally at the warehouse and apologize. Please reassure the seller he will get paid within 5 business days. You can use the macro “ Item damaged in warehouse ”
3. Create an outbound ticket to inform the buyer the item they bought was damaged accidentally at the warehouse and apologize. Please reassure the buyer they will be refunded.
4. Please check if there is a ‘ Loss - defective ’ action in the Histo Go to C360 > Histo

Sub-cases