Customer service - Incident Management

Standard expected

As a reminder, your incident rate must not exceed 5% of your orders.

If you don't receive the photos sent by customers in the Mirakl conversation, it's necessary to tell the customer to go through the conversation from their space on the Alltricks site.

The reasons for incidents included in your incident rate are as follows:

• Item not received
• Product received does not correspond to product ordered
• Counterfeit item
• Delay longer than announced
• Defective item
• Other reasons

How do I close an incident?

When you refund the order, the incident is automatically closed. 

When you are in incident procedure, it is up to you to declare the incident closed, specifying an appropriate reason if there are no refunds.

If, despite this, the incident persists, don't hesitate to contact our support team.