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Compendium: unclaimed shipments
2025-08-18
Compendium: unclaimed shipments (ABC-RC store.pl + Allegro)
Table of contents
1) Quick conclusion (TL;DR)
- Mere failure to pick up a package is not a withdrawal from the contract. The customer must make a clear statement (e.g., form, e-mail).
- When the customer withdraws from the contract: we return the price + cost of the cheapest offered first-way delivery; the cost of sending it back to us is generally paid by the customer (unless we provide free return/Smart!/Delivery).
- When the customer did not pick up and waived: there is a creditor's delay - we can claim damages (shipping/return costs) and offer to resend after prepayment.
- Allegro (2025): co-financing of Smart shipments! is also returned to vendors on returns and unclaimed items.
- Collection dates (indicative): InPost parcel machine - 48 h (with the option of paid extension); Polish Post Office - usually up to approx. 14 days for advised shipments. We always verify the specific service.
2) Legal and platform basics - what is allowed, what is not
2.1. withdrawal from the contract (distance shopping)
- As a general rule, a consumer (and part of a JDG on consumer rights) has 14 days waiver.
- After withdrawal we return all payments: price + cost of the cheapest first-way delivery.
- We may withhold the return until we receive the goods back or proof of postage.
- Exceptions: m.in. personalized items, perishables, sealed media, etc. - in accordance with Article. 38 u.p.k.
2.2. failure to collect ≠ withdrawal
Failure to collect does not automatically terminate the contract - you need a statement from the customer to cancel.
2.3. creditor's default (when the buyer does not collect)
If the goods are evaded, the seller may demand compensation for damages (e.g., shipping/return costs) and condition re-shipping by prepayment costs.
2.4. Allegro - cost implications (2025)
- Smart co-financing! is also returned to the sellers on unclaimed.
- Withdrawal on Allegro: the buyer sends back at his own expense at your own expense (unless Smart!/Delivery provides for free return), and we will refund the price + the cheapest first-way delivery.
3) Operational procedures - step by step
3.1. prevention (before shipment)
- Collection Risk (COD): restrict downloads to customers with a history of missed pickups; reshipments only after prepayment.
- Pre-collection communication: automatic emails/SMS with tracking number + reminders before collection deadline (e.g. InPost 48 hr, paid extension option).
- Information in the offer/regulations: note that the re-shipment is carried out after payment of costs; insert link to withdrawal form.
3.2. when the package has not been received and is returned to us
Day 0 (status: "return to sender")
- Open notification (tag: Unclaimed - return), add tracking and carrier costs.
- Send Reminder #1 (template below) with three options: A) resend after prepayment; B) formal withdrawal; C) cancellation and settlement of costs.
Day 3 (no response)
- Send Call to choose an option with an additional time limit (e.g., 7 days) and information about the potential charging of costs.
After customer response
- Re-broadcasting: we generate a link to pay the cost of re-shipping (in Allegro - via Messages/Discussion).
- Waiver: upon receipt of statement - refund (price + cheapest first delivery) in 14 days; we may withhold until receipt of goods or proof of shipment.
- No response: we document and can issue debit note (store) or describe the issue in Discussion (Allegro).
3.3. channel differences
A) ABC-RC store.en (own)
- InPost Parcel Machine: collection standard 48 h; return to us after the deadline. The customer can renew for a fee in the app.
- Polish Post (aviso): storage generally up to approx. 14 days; possible delivery on request.
- COD: after unclaimed, we can claim the actual costs (shipping/return, possibly. storage) and condition the re-broadcast with a prepayment.
B) Allegro
- Smart! 2025: co-financing of the first shipment returned to the seller also on non-collection.
- Service: keep communication in the Allegro system (Messages/Discussions); keep deadlines.
- Returns: when withdrawing, the buyer sends back at his own expense (unless free return works), we give back the price + the cheapest first delivery.
4) Decision tree (shortcut)
- Has the customer submitted a withdrawal?
- Yes: return price + cheapest delivery (first page) in 14 days; waiting for goods/proof of shipment.
- Don't: non-collection without withdrawal → we inform, set additional deadline, offer to resend after prepayment; we can claim costs (creditor's delay).
- Sales channel
- Allegro: we use Discussion and Clearing Smart!.
- Store: debit notes/settlements according to regulations and KC; e-mail/SMS communication.
5) Communication templates (ready to use)
Reminder #1 - parcel unclaimed, returns to us
Topic: Your package has not been received - choose what we do next
Good morning,
consignment no {tracking} has not been picked up and is coming back to us. Please let us know within 7 days, which option you choose:
1) Re-broadcasting - We will send a payment link for the cost of re-shipping;
2) Withdrawal from the contract - We will send you a simple form to fill out;
3) Resignation - We will settle the case in accordance with the regulations (we can charge the costs arising on our side).
If no response, we will contact you again.
Greetings, ABC-RC.en
Call with an additional deadline
Topic: Deadline for selecting options for shipment {tracking}
Good morning,
please make a decision by {date+7}: reshipment (after paying shipping costs) or withdrawal from the contract. Failure to make a decision will be treated as a cancellation of collection - we can then claim the cost of returning the shipment incurred on our side.
Thank you in advance, ABC-RC.en
Allegro - reply in Discussion when not answered
Good morning,
package {tracking} was not picked up and returned to us. Please choose:
- Re-shipping after payment of shipping costs, or
- withdraw from the contract by Allegro ("Return all or part of your purchase").
Informative: the cost of co-financing Smart! of the first delivery is also billed by Allegro on non-collection. We are waiting for a decision.
6) Settlements and costs - practice
- What we can charge for non-collection without withdrawal: actual, documented shipping/return costs, any additional charges (storage, reprocessing), reasonable administrative costs.
- Market Forks (indicative): returns often in the range of 20-65 zł depending on the carrier and dimension (illustrative information, not a tariff).
- Allegro Smart! (2025): co-funding of the first delivery returned to the seller also on return/non-collection (check billing in the panel).
7) Collection dates - the most common scenarios
| Carrier/service | Standard time for collection | Comments |
|---|---|---|
| InPost Parcel Machine | 48 hours | Possible paid extension in app; return to sender after deadline. |
| Polish Post Office (advice letter) | usually up to about. 14 days | Possible delivery on request; details depend on type of shipment. |
Note: Carriers' regulations are subject to change - always verify the terms and conditions of a particular service before making a decision.
8) Operational checklist for the team
- [ ] Verify tracking and carrier; archive status.
- [Rate the channel: Allegro or store.
- [ ] Send Reminder #1 (e-mail/SMS; on Allegro - message/discussion).
- [After 3 days - ] Call with an additional deadline (7 days).
- [ ] Customer Decisions:
- retransmission → link to payment → shipment after posting;
- withdrawal → accept the statement → payment refund (price + cheapest first delivery) → documentation;
- no response → document costs → debit note (store) / description in Discussion (Allegro).
9) Recommended provisions for regulations/offers
- Re-broadcasting we realize only after prepayment of shipping costs.
- Waiver: we refund the price + the cost of the cheapest first-way delivery; the cost of sending it back to us on the customer's side (unless we provide free return/Smart!/Delivery).
- COD shipments: we reserve the right to restrict this form to customers with a history of missed pickups and the right to claim the resulting costs.
- Withdrawal Form: we provide a simple form/reference in the store and on Allegro.
10) FAQ - the most common questions from the team
Can we deduct costs from the payment if the package came back unclaimed?
Only as part of the settlement after withdrawal and only the costs to be borne by the customer (e.g., return) and any reduction in the value of the item. Everything must be documented.
Customer demands full refund "because he didn't pick up". What we do?
The lack of reception is not is to waive. Please make a statement (if he wants to withdraw) or pay for reshipment.
On Allegro, do we have to cover the first delivery on non-collection?
In 2025 Allegro settles Smart co-funding! also on non-collection; the rest of the settlements are carried out according to the rules of withdrawal/delay.
11) Formal note
The material is operational in nature. In individual disputes or cost recovery, legal consultation is recommended. Basics: Consumer Rights Act (returns, obligations), Civil Code (creditor's default), OCC guidelines, Allegro rules.
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August 2025
