How does a customer file a complaint?

To make the complaint process easier for the Customer, we provide instructions in the email confirming the shipment of the order.

The Customer can file a complaint for a product purchased from your store in two ways:

• Submit a Complaint Directly to the Seller:

  The Customer can submit a complaint directly to you as the Seller. They may use the complaint form included with the shipment or use the information available on your website. Remember, you have 14 days to accept or reject the complaint.

• Submit a Complaint through the MODIVO Website:

  The Customer also has the option to file a complaint through the MODIVO website. They can use the dedicated complaint form available on the MODIVO website in the "How to File a Complaint for a Product Purchased from a Partner?" section. A MODIVO consultant will inform you of the complaint submission. If the complaint lacks information, please contact us so we can inform the Customer what needs to be completed. Remember, you have 14 days to accept or reject the complaint.

Complaint decision and next steps

As a Seller, according to applicable law, you have 14 calendar days to consider the complaint and respond to the Customer:

If the complaint is justified - remember that the complaint settlement should be done outside the Mirakl system. Refunds should be made via bank transfer to the account number provided by the Customer.

If the complaint is not justified - inform the Customer of the decision within the statutory 14-day period. We encourage you to inform the Customer directly – this will ensure that the statutory response time is not exceeded. Also, provide feedback to the MODIVO team – this will confirm that the complaint has been processed.

Info

We aim to simplify the complaint process for Customers. We provide clear information and offer different ways to submit complaints. At the same time, you can rely on our full support in handling complaints.