Complaints may be filed for:

• Damage;
• Invoicing;
• Loss;
• Shipment not picked-up or late delivery.

If a complaint has already been submitted, select the relevant item from the list of submitted complaints or filter it, e.g. by waybill number, and then click Search.

You can file a damage complaint.

Invoice complaints can be made online, on our website, in the “Contact” section from the Customer Panel.

In order to file a complaint online, you must log into your account and select the Complaints tab.

See below how to file a complaint:

• Log in to ecolet.ro and click on the “Contact” tab;
• Press the button “Add a new ticket”;
• In the next step, fill in all the fields;
• Select the “Reason”, then the waybill number. For multipack shipments, enter the main waybill number. Complaints can only be made about delivered parcels – lost is an exception;
• Attach the relevant documents;
• Once submitted, the message below will be displayed and the complaint should be visible in the list of available complaints.

The post Complaints for damage appeared first on ECOLET.

For each complaint you file, you will need relevant information about the shipment or invoice that is being reported, as well as documents that must be attached to the complaint. Below is a list of required documents and information for filing a specific complaint.

Transport costs

The claim for this type of complaint, can only be made for the transport costs (cancellation of transport costs).

What do you need? (required documents):

• Copy of the consignment note,
• Value of the claim.

Damage

What do you need? (required documents):

• Copy of the consignment note,
• Damage protocol,
• Proof of value (invoice),
• Photos of damage and of packaging,
• Value of the claim,

Loss

What do you need? (required documents):

• Copy of the consignment note,
• Confirmation of shipment with courier’s signature,
• Proof of value (receipt or invoice),
• Value of the claim (with a detailed description of the consignment content and packaging),

Shipment costs

What do you need? (required documents):

• The number of the invoice to which the surcharge has been applied,
• Waybill number,
• Shipment parameters (weight, dimensions, packing method).

The post What do I need to submit a complaint? appeared first on ECOLET.

Using the following tips will speed up the complaint process and increase the chance of a favorable resolution.

Complaints are divided into:

• Claims for damage,
• Invoice claims

Invoice complaints can be made online from the Customer Panel

See below how to make a complaint:

• Log in to ecolet.ro and click on the Contact tab.
• Select the next tab – Add new ticket.
• In the next step, fill in all the fields
• In the field “Reason” select “Invoice error”, then choose the invoice number

Shipment cancelled

If your shipment was cancelled and you still received an invoice, file a complaint as above

Optionally, you can also add attachments.

Once the complaint has been submitted, a message below will be displayed and it should be visible in the list of available complaints. The claim will be processed within 90 days of proper submission.

The post Invoice complaints appeared first on ECOLET.

Forgot to load your account before sending the order? Do you want to use a postponed payment date and a credit limit?

Change the payment form from prepaid to postpaid!

All you have to do is contact the sales representative in charge with your account.

The post How to change the billing method from prepaid to postpaid? appeared first on ECOLET.

Irrespective of the form of cooperation with the customer, we are obliged to issue invoices for shipments sent in a given settlement period (every two weeks)

Invoices are available in the Customer Panel, in the Invoices tab, twice a month.

Check below where to find invoices:

• log in to the ecolet platform
• Choose tab Invoices in the side menu.The system will display a list of invoices. These invoices are sent informatively (they contain a list of shipments sent during the billing period) and do not require payment.

By selecting the appropriate option you can download:

• Invoices in PDF format,
• Invoice specifications in PDF format,

The “Paid” information will appear in the Gross Outstanding column.

However, it may happen that the courier company will charge additional fees for the service, e.g. return, redirection, weight and size verification. In this case, the invoice issued requires payment within 7 days from the date of issue.

See also: Invoice complaints.

The post Why is an invoice required if I pay for the parcels in advance? – Prepaid customers appeared first on ECOLET.

A billing cycle is a period of time for which an invoice has been issued. The invoices are issued twice a month for 01-15 and 16-30/31 of each month. After receiving all the invoices from the courier companies, we can issue them as well for our customers.

To check your billing period, click on the Billing tab in the Customer Panel. The information is located in the top right corner, under the heading Billing.

The post Where to check your billing period? appeared first on ECOLET.

A reverse invoice shall be issued:

• When an error is found in the price, rate or amount,
• When a discount is granted before the original invoice was issued,
• When the courier company confirmed the reimbursement for the loss
• When the courier company confirmed the reimbursement for the damage

The reverse invoice is issued by the vendor. Once issued, it is available on the Invoices tab.

The post When do we issue a reverse invoice? appeared first on ECOLET.

Ecolet will charge a fee for each additional intervention carried out at the client’s request.

The fee for additional intervention will be shown on the invoice. Additionally, after logging into your account, you will find a list of additional charges under My price list.

The additional service applies to the following interventions (made as per customer’s request):

• Addition of a COD amount after the release of the shipment,
• Third attempt of delivering an order (where possible. Not all curriers have this option available)
• Redirection after the pick up.

We would like to remind you that the sender of the parcel is responsible for its measurement, weighing, use of good quality packaging and appropriate labelling.

In addition:

• make sure you are entering the correct address details for the sender and recipient,
• check that you are entering the correct COD amount,
• read the Terms and Conditions, verify the limits and what is excluded from the shipment

The post What charges might there be on the invoice? appeared first on ECOLET.

See below how quickly you can send a parcel with Ecolet. Reserve 5 minutes and follow the steps below.

Ecolet.bg – How to send a parcel?

• Enter the addresses where you want the courier to pick up the package and where you want it delivered. You can continuously add addresses to your address book.
• specify the type of shipment.
• give dimensions and weight.
• specify the content and use the additional options that interest you.
• select a courier company.
• Choose the date and time when the parcel will be picked up by the courier, or use the option “without ordering a courier” when you want to deliver the parcel to a parcel drop-off and pick-up point.
• Click “Send” or pay for the package (for prepayment)->Print the waybill->Prepare the package and wait for the courier.

Picking up a parcel from an address other than your own

If you want to order a courier to pick up a parcel from your client and deliver it to you, enter the client’s address in the pickup address and your address in the delivery address.
Email the waybill to the customer and ask them to stick it on the parcel.

This may be important to you:
How to properly pack a parcel?

The post How do I send a parcel on Ecolet.bg? appeared first on ECOLET.

Before a consignment reaches its recipient, it arrives at several different sorting centers. It is identified and entered into the system. Each identification is recorded in the system. This allows you to keep track of its status on our website.

New

The order has been created, but the package is not yet picked up by the courier.

Collected

The courier already has your package and it is on its way to the recipient.

Delivering

The parcel has been scanned at the delivery warehouse and given to the courier for delivery to the indicated address.

Exception

• the courier has made a first delivery attempt, but the recipient wasn’t available,
• the parcel is misaddressed,
• the recipient has refused to accept the parcel,
• the consignment has not arrived at the delivery warehouse.

Delivered

The parcel has been delivered to the recipient.

Returned

The consignment has been returned to sender. This can happen for several reasons:

• two unsuccessful delivery attempts have occurred
• the recipient has refused to accept the consignment
• The content of the consignment is not allowed for transport

This may be important to you: How to pack a parcel? – Courier companies’ guides

The post What do the shipments statuses mean? appeared first on ECOLET.