Cancellation and guarantee

17/02/2025 13:24

Last updated on 28/02/2025 11:39

Pepita Group

9 minutes

After logging in to the Pepita Admin interface, you will find the “Cancellation and Guarantee” menu on the left hand side, under ‘Administration’.
The red highlighting indicates the number of open requests.

To ensure customer satisfaction and long-term successful cooperation, it is important that you contact the customer who made the report preferably within one working day and that the request is closed via the admin interface within 14 days at the latest.

Table of contents

Data

Date of notification, Notification ID

The date on which the customer recorded the notification in their user account.
The identification number of the notification. This ID is the easiest and most accurate way to identify the case.

Contact of the customer, alias email address

This column shows the customer’s name, alias email address and phone number.

Alias email cím

Az alias email címek a következő séma alapján épülnek fel:

order+(csomagszám)(4 véletlenszerű karakterből álló betűsor)@sysmail.pepita.com

Például: [email protected]

Ezeket az email címeket a rendszerünk generálja, minden egyes csomaghoz külön-külön (tehát egy-egy email cím nem vásárlóhoz, hanem csomaghoz kapcsolódik).

Az alias email címeket át lehet adni a futárszolgálatok számára is (kivéve MPL Futárszolgálat). Fontos, hogy nem engedélyezett semmilyen más célra használni őket, csak ami az adott vásárlással kapcsolat információközlés. A vásárló direkt, magán email címét nem áll módunkban kiadni.

Az alias email címekre küldött üzenetek a Pepita szerverén keresztül érkeznek meg a vásárlóhoz, feladóként szintén egy alias email cím szerepel. Ennek a felépítése annyiban tér el a vásárlói alias email címektől, hogy az “order+” helyett “info+” szerepel benne.

Például: [email protected]

A kommunikáció kétirányú, tehát oda-vissza üzenetváltásra alkalmas.

Package ID

The package ID is the identification number of the packages within an order. Clicking on the number will take you to the order details page.

Note

Each order has 2 IDs: order ID and package ID.
Within an order, it is possible to order one or more packages, products, even from different distributors. The two IDs are different sets of numbers, regardless of whether the order contains one or more products.
Both IDs will be included in the automatic email to customers informing them of the success of the order.

Product

Clicking on “Ordered product” under the product name will display a link to the product details page. This allows you to identify exactly which product has been notified.

Type

Within 14 days: the notification was received within 14 days of the order date
Over 14 days: notification received more than 14 days from the date of the order

Fault/Withdrawal

This column contains the message from the customer. They can also attach a picture to the text message during the notification.

By clicking on the arrow next to “Comment”, an entry can be added to the cases, but this entry will not be sent to the customer. It is only visible to you and Pepita Staff.

Closing cancellation and guarantee tickets (“Status”)

There are 3 types of withdrawal and guarantee tickets:

Pending
Solved
Solved without action

When you go to the “Cancellation and warranty” menu, the default setting is “Pending” cases.

To ensure customer satisfaction and long-term successful cooperation, it is important that you contact the customer preferably within one working day and that the request is completed within 14 days at the latest within the admin interface.

Solution

To close, click on the “Solution” button.

In the pop-up window, under Customer details, Order details and Request type, you need to select the action corresponding to the type of case from the drop-down menu next to “Solution”.

Once selected, a template message will appear in the text box to help you draft your letter, but it can be fully customised.

Annak érdekében, hogy minél gyorsabban megtörténjen a bejelentést tett vásárlóval a kapcsolatfelvétel, minél közelebb álljon a visszajelzés a Ti folyamataitokhoz, illetve minél hamarabb megoldásra kerüljenek az esetek, érdemes előre megírt levél sablonokat használni.

Ezeket a sablonokat Ti magatok is meg tudjátok szerkeszteni a “Garancia levélsablonok” menüpontban, mely a “Céginformációk” alatt található.

Az adott megoldási lehetőségnél (pl. pénzvisszafizetés) válaszd ki az “Egyéni szöveg használatát” és add meg a szövegmezőben a sablon üzenetet.

Return address

You can set the return address in another menu: Profile → Profile details → Return details
Here you can enter the address to which you want the products to be returned.

In the “Cancellation and Warranty” menu, in the Status column, under “Solution”, click on “Send return address” and this address will be included in the automatic email sent to the customer.

The product(s) must be returned to the address provided within 14 days of the cancellation, so it is very important that the email with the return address is received as soon as possible. Preferably within 1 working day.

Detailed information on the relevant legislation is available at the following link: https://www.magyarefk.hu/hu/hasznos-tudnivalok/internetes-vasarlas/elallasi-jog.html

Change order status, refund of purchase price

The trader must refund the purchase price to the buyer within 14 days of the notice of withdrawal, but may delay the refund if it has not received the returned goods or proof that the buyer has returned them. If the buyer has also paid for delivery at the time of purchase, the trader must reimburse this in addition to the purchase price, but the buyer is responsible for the cost of returning the goods. Except where the nature of the goods is such that they cannot be sent by post.

Closing open withdrawal and guarantee tickets alone is not enough.

Cancellation within 14 days for pending orders (not yet confirmed)

In this case, the “Pre-delivery customer withdrawal” solution type should be selected.
Next, go to “Orders” and proceed as follows according to the payment method.

Bank transfer or cash on delivery payment method

Click on the “I will not send” button and in the “Comments” field, indicate “Customer withdrawal”.

Bank card payment method

Send an email with the package ID to your dedicated contact or email [email protected].

Clicking on the “I will not send” button is not appropriate in this case, as provided for in point 10.5 of the current Partner General Terms and Conditions:
“If the parties agree on varying commission percentages per product category, the Partner can view this in the Administrative Platform and the Partner accepts that any product displayed in a product category also constitutes acceptance of the commission applicable to that product category. If the product cannot be sold due to the fault of the Partner, the Provider is entitled to charge a commission on the order regardless of the success of the sale.„

Note

In accordance with clause 7.3 of the current Partner Terms and Conditions:

„Partner is obligated to send confirmation about the order to Provider within 1 day of receipt of the notification of Provider. If the partner does not confirm the order within a time limit determined, without prior notice and consent of Partner Provider can consider the order as refused and offer other product for the User.”

Cancellation within 14 days for active orders (already confirmed)

If you have not yet handed over the parcel to the courier, do not do so and select the “Pre-delivery customer cancellation” solution type.

Under “Current commissions” or “Commission reconciliation”, change the status to “Not sent”.

If you already have an invoice, upload the cancellation invoice.

If you have not yet prepared an invoice, upload a pdf of the withdrawal request.

Furthermore

– In case of credit card purchases, the amount will be refunded to the customer through the admin system.

– In case of bank transfer payment you have to refund the customer.

– In the case of a cash-on-delivery purchase, there was no movement of funds, so there is nothing further to do.

If the parcel has already been handled to the courier, contact the customer and let them know that their order is on its way. In this case, close the ticket with the “In agreement with the customer, no action required” solution.

In case the product has already been received by the customer, the “Cashback” option is required. The refund of the purchase price and the modification of the order status must be done in the previous point, as described above.

Guarantee claim

In the case of a guarantee claim, the customer must be contacted within 1 working day, the details must be agreed and the ticket must be closed by selecting the appropriate solution type. In case of warranty problems, Pepita’s commission will be charged and no refund will be possible.