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Customer has placed the order, but...

Returning is always free, even without logical explanation. But within 14 days!

Customers can apply for return through the links below (depending on the website)

 

Directlampen.nl

Vivaleuchten.de

Lamparas-en-linea.es

Lampesenligne.fr

 

Once the return has been received, it will be processed within 72 hours.

Voorraad controleren

Oh that’s annoying. We have to solve this as best we can! The type of solution depends on the type of customer

(1) Very angry customer (order under 50 euros)

  • Is the price of the lamp(s) under 50 euros? In this case, we don’t need the lamp returned. 
  • First, check the stock of the product and fill in a dropshipment form.
  • Is the product out of stock? Ask the client if he/she would like to wait for the new lamp or that he/she rather receives a refund.

(2) Very angry customer (order above 50 euros)

  • Is the price of the lamp(s) above 50 euros? 
  • First, check the stock of the product and fill in a dropshipment form.
  • Is the product out of stock? Ask the client if he/she would like to wait for the new lamp or that he/she rather receives a refund.
  • Fill in a return form and email the return label to the customer.

Note: indicate in the form that a new lamp has already been sent. The status in Returnless needs to be adjusted to ”omgeruild”

(3) ”Calm” customer (order under 50 euros)

  • Is the price of the lamp(s) under 50 euros? In this case, we don’t need the lamp returned. 
  • First, check the stock of the product and fill in a dropshipment form.
  • Is the product out of stock? Ask the client if he/she would like to wait for the new lamp or that he/she rather receives a refund.

(3) ”Calm” customer (above 50 euros)

  • Is the price of the lamp(s) above 50 euros? Mail or explain the customer where they can return/exchange the order. Always check the stock in advance, to avoid any disappointment.
  • Please check the links below:

https://www.retourneren.nl/directlampen

https://www.vivaleuchten.de/widerrufsrecht/

Retours

https://www.lamparas-en-linea.es/devolucion-y-cambio-de-lamparas/

  • As soon as we have received the lamp, we will immediately send a new one!

Wat ontbreekt er?

Een complete lamp mist

This requires more research
Please read the Unit4 explanation!

Uitleg unit4 order info
Part is missing

Plan of approach:

  1. Go to Unit4 and login 
  2. Go to the tile ”Producten” en fill in the SKU-number.
  3. Check the tile ”Vervanging” or ”Samenstelling” for loose lamp parts.
  4. Did you find it? Check whether the product is still in stock and fill in a dropshipment form with the SKU of the component
  5. Did you not find it? Call with Patrick or Tamara just to be sure. Maybe something could be arranged.
  6. Is the component not in stock? Ask the customer whether he/she would like to wait or to receive a refund.

Is is not possible to send a loose component? Then the lamp needs to be switched, trhough the link below (per country different)

https://www.retourneren.nl/directlampen

Retours

https://www.vivaleuchten.de/widerrufsrecht/

https://www.lamparas-en-linea.es/devolucion-y-cambio-de-lamparas/

 

Always check the stock in advance to avoid any disappointment. 😉

 

Normal way of doing business.

The Netherlands: orders placed on working days before 16:00 will be delivered within 1 to 2 working days

For orders to Germany, France, Belgium and Spain we hold the standard of 2 to 3 working days

(Note: DPD delivers on Saturdays)

 

Has the customer been waiting longer than this? 

Research needs to be done! And the customer needs to be informed!

Unit4 uitleg

One of the most common problems is that the customer has not received his/her order even though it has left our warehouse.

This could have been cause by several possibilities:

  • The order has been delivered to one of the neigbors;
  • The order has been delivered to a parcel shop nearby;
  • The order was lost on the way;
  • The order cannot be delivered due to missing address details

Unfortunately, it often happens that DPD does not leave a note/message with the customer where they have delivered the package exactly.

In any case, start by taking out the track&trace code, so that you can see where the problem lies.

How to get here, click here (See ‘Afgeleverd’ under the tab ‘Order info checken’).

Communicate the problem to the customer. Kindly ask/request if they would like to ask their neighbors whether the order has been delivered there. Or tell the customer to which parcel shop the package has been brought.

Is the order still lost?

It is possible that they customer is not able to find out what DPD has done with the order. In this case, we will not start a discussion and we will resend the order.

Of course, check the stock in advance to avoid any disappointment. In this case, also check the customer’s address details.

Ask Tim, Anne or Rianne 🙂