Discover a New and Better Way to Submit Complaints
We are constantly improving our services and processes based on feedback from you – our customers and partners. Thanks to this feedback, we have also improved and simplified the process of submitting complaints regarding parcels. Take a look at how we’ve improved the complaints procedure!
Packeta is the synonym for simplicity – and this also applies to parcel complaints. Simply fill in the complaint form at zasilkovna.cz/en/complaints. Click on the banner here to choose whether you are:
- the sender of the parcel/e-shop and submit a complaint via the Client section
- the sender of the parcel/individual
- the recipient
In the case of individuals, the next step is to verify via SMS whether the mobile number is registered to the claimed parcel, and then all that is required is to fill in a short complaint form.
Our New Complaint Form Is ❤
Which aspects are better compared to the original version?
Faster and easier completing: you will no longer have to fill in all the details.
Interactive solution: the fields that need to be filled in change according to the reason for the complaint, and, therefore, only the details required for the type of complaint are requested in the form = you do not fill in any unnecessary fields.
Greater security: the new form is protected from attacks from the internet, while protecting your personal details with modern IT security methods.
Saves time: the form requests information and documents from the user and our customer service team no longer has to contact you several times.
Easier handling of complaints for parcels from abroad: the complaints procedure is now identical for the entire Packeta Group and the complaint can thus be easily and systematically forwarded to another country for handling, while preserving the history.
Language switching: the form can be completed in seven languages, which can also be continuously switched during completion.
Fewer typos and mistakes: verification of the parcel number and contact details now takes place at the start of the complaint procedure, eliminating common problems with incorrect details – and making the complaint procedure much faster
” For C2C senders who send parcels through our Between Us service, for the first time in the history of Packeta, we have introduced electronic signing of documents in the complaints procedure – either with a mouse or on a touch screen.”
Stanislav Kovář
Project Manager
3 Great Pieces of News for E-Shops
Simplified submission: now you can simply submit a complaint by clicking on the “!” icon in Submitted Parcels under the Client section directly on the parcel being claimed. This will pre-complete the entire complaint and you only need to confirm it with a few clicks.
Parcels from external carriers: now it is also possible to automatically claim parcels according to external tracking numbers and parcels within reverse logistics.
We have improved the Client section: you can find a new tab here with an online overview of the status of open complaints.
Important news for e-shoppers: Soon, we will stop accepting complaints by email.
Voicebot With Artificial Intelligence
In the future, new automation will allow us to connect our artificial intelligence technologies to complaints, which will inform customers of the status of the complaint and, if necessary, will automatically handle the complaint with them.
