The delivery of goods will be made at the address designated by the sender, unless the recipient is repeatedly absent, or the weight, volume or characteristics of the shipment don’t allow a single person to handle it. In such cases, prior notice will be given at street level or at the SEUR office of destination.
Diversion to collection points (SEUR Pickup Network)After two unsuccessful delivery attempts due to absence, wrong address or unknown recipient, mono-bulk shipments weighing less than 20 kg and shipments with a perimeter under 175 cm, will be diverted to a collection point in SEUR’s Pickup network near the delivery address. If the recipient doesn’t collect the shipment within 10 calendar days, it will be returned to its origin.
If it is a multi-bulk shipment or one that exceeds the standards of the Pickup network, after two delivery attempts, the carrier will open a case for the issue to be resolved by the buyer with SEUR Customer Service in the shortest time possible.
Proof of deliveryThe buyer's signature on the delivery note will be required to proceed with the delivery of the goods. In case the buyer refuses to sign the delivery note, SEUR will be absolved from any responsibility. SEUR will be able to collect the buyer's signature in order to accredit the collection and delivery of the goods, a means that buyers accept without reservation.
You can access a copy of the proof of delivery from your SEUR Pro account.
There are 3 different scenarios:
If your on-time shipment rate has been affected by SEUR-related pickup issues (premature, belated or missed pickup), and you have received a performance warning, respond to the case with proof that SEUR missed the agreed pickup. You can provide a signed handover list, or a report downloaded from your SEUR Pro account.
Specific details on how to do it can be provided by Seur itself as it something about their internal system.
For any claims for lost or damaged packages, follow these instructions:
Claim type: | Misses | Incomplete content | Damages | Others |
Description: | Total miss: The buyer's order has not been delivered | Buyer received the package but there are one or more items missing | Order has been damaged during transportation. | Other reasons |
Partial miss: The buyer´s order consists of several packages and has been partially delivered, missing one or more packages. | ||||
When to file a claim: | Total miss: within 1 year | Within 7 days | Externally detectable: at delivery time |
Depends on the reason. To get consultation, write an email at: atencionalcliente@seur.com |
Partial miss: at delivery time | Not externally detectable: within 7 days | |||
Documents to share: | Order invoice | Order invoice | Order invoice | Depends on the reason |
Photograph of the package and its content Photograph of the damage Photograph of the shipping label |
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Photograph of the package and its content Photograph of the damage Photograph of the shipping label |
Keep item and packaging | |||
SLA: | Claiming 1-3 days | Inspection: 1-12 days | Resolution: 7 days | Compensation |
1. Check if you can solve the issue through SEUR Pro | ||||
2. If you cannot solve the issue through SEUR Pro, contact your SEUR depot’s customer service by email with the claim. | The carrier will validate if the information that you shared is enough to solve the issue and if not, they will ask you to complete all the information | The claim will be reviewed and you will be contacted by email. | If the claim is admitted, you will be refunded*. The refund date** depends on factors such as the payment method or bank holidays. | |
If damages exceed €100, a SEUR verification will be necessary. | ||||
* within 30 days after you are informed about the claims admission. | ||||
** Response time is indicative, it could change depending on the case. |
For SEUR to be able to process and ship your packages on time, you must pay attention to the following:
For tracking, go to SEUR.com, enter the tracking IDs and click Track. The tracking ID is available in Seller Central on the order details page for specific orders. You can also download a bulk report through SEUR Pro, filtered by date, tracking ID, or reference.
The delivery status of your package, seen on the tracking page, will be one of the following:
For a proof of delivery, contact Amazon Selling Partner Support with the relevant order and tracking ID.
In case SEUR Pro has not been able to offer you the information or solution you need, and you can contact a SEUR Customer Service agent and get support:
Email: atencionalcliente@seur.com
For claims regarding Correos Express pickups, write an email to clientes@correosexpress.com, call +34 976459541, or contact your Correos Express representative if you have one.
For lost packages, you must file a claim within one year of the ship date. For claims regarding damaged packages, you must file the claim within seven days, unless stated otherwise in the proof of delivery. The following documentation is required in either case:
You will see the delivery status of your package on the tracking page.
For a proof of delivery, contact Amazon Selling Partner Support with the relevant order and tracking ID.
Don't cancel the order (the buyer must cancel the order) or the shipping label. You will not be charged for the shipping label unless it is scanned by the carrier. Your metrics will not be affected by failing to cancel the order.
Refund the buyer in Seller Central > Orders > Manage Orders and click the order number before selecting Refund Order.