Process of packet rejection in case of damaged packet
If the client refuses to receive the package, and it is not damaged?
The package is returned to the Sender (Saiva doo), and the paid delivery service is not returned to the Principal.
If the client refuses to receive a package that is damaged?
In case of damage to the Package, upon delivery, GLS offers the possibility to check the content, and in order to settle the compensation, it registers the result of the check together with the Recipient in the log. One copy of the record is delivered to the Recipient. If, during delivery, the client notices that the package has external damage, he has the right to refuse collection or to request the opening of the package, the checking of the contents and the drawing up of a record of possible damage. In case of damage or loss of the contents of the Package, the Recipient or another authorized person must file a complaint immediately upon delivery. When delivering the Package, the Recipient has the right to request the completion of the Damage Report form (which is owned by the Deliverer), and the damage can be reported subsequently (after delivery) with proof that the damage did not occur after delivery.
In the case of damage or partial loss of content, the timeliness of the report is a prerequisite for the creation of a justified compensation claim under the GLS. The claimant must ensure the possibility of inspecting the Package or taking the package for inspection to GLS's premises, within 5 Working Days from the date of GLS's notification of the need to inspect the damage, in the condition and packaging in which the Package was delivered. GLS reserves the right to conclude a claim for damages as unjustified, i.e. - depending on the circumstances and in accordance with GLS's free judgment - it reserves the right to conclude a claim for damages based on other available information, if due to non-compliance with the specified procedure it is impossible to determine the circumstances and the party responsible for the damage. Claims for damages are opened when or after reporting damage, via the GLS website on the link Report damage/loss, with the attachment of documentation proving the following:
value of damaged or lost goods (preferably purchase value)
- connection of the content with the Recipient of the damaged or lost package (shipping note, sales invoice, etc.)
- timeliness of reporting damage/partial loss
- a statement about the absence of external insurance coverage for damaged or lost content
- proof that the Package was handed over to GLS (in the case of a loss report of a Package for which there is no trace of receipt in the GLS system).
GLS reserves the right to demand additional documentation, in addition to or instead of the above, if the circumstances of the harmful event require it or if it is necessary for the investigation of responsibility for it. In the event that a compensation claim is opened with incomplete and/or invalid documentation, GLS will ask for its completion by contacting the e-mail addresses registered by the applicant when starting the compensation claim on the dedicated website (Report of damage/loss). If these contacts do not exist or are invalid, GLS will contact e-mail addresses from its own database or from publicly available data. Upon notification by GLS about incomplete documentation and the request to submit additional documentation, the applicant has a deadline of 5 working days to submit the requested. In the event that the requested documentation is not delivered within the specified period, the compensation claim is closed and it is considered that the applicant has given up on it. In the event that the applicant does not submit complete documentation within the specified period or that the submitted documentation does not comply with the requested conditions of GLS, GLS reserves the right to conclude a compensation claim based on incomplete documentation. It should be noted here that, as you said and it is written with them, it is not allowed to send gold and silver, so they disclaim all responsibility and potential compensation for damages.
In order to ensure the quality of its service and prevent losses, when delivering the Package from the Recipient, the delivery person may (and with the service AddresseeOnlyService, must) also request information that can facilitate the identification of the Recipient (identity card number, OIB or other information that can facilitate the identification of the Recipient). This information is used exclusively for the purpose of proving the performance of the service when resolving a possible delivery dispute. Evidence of delivery containing the above information is archived in physical and electronic form, and is not transferred to third parties or used for other purposes. With his signature upon collection, the Recipient confirms that he has collected the Package in an undamaged condition. After receiving the Package by the Recipient, GLS is not responsible for any complaints, damage or reduction in the contents of the downloaded Package, except with proof that the damage did not occur after delivery.
