You wait for the dream product ordered online, nervously refreshing the position of the shipment until yet the position dies and the package does not reach. This is simply a script that in the era of increasing e-commerce becomes a scourge of thousands of Poles. First thought? Contact the store and request a refund or reshipment. That's logical, but do you know that according to the rules in force in 2025, it's you, not the salesman, who is the main organization in the courier dispute? fewer people realize that at the minute erstwhile the store passes the package to the carrier, most rights, including the key right to compensation for her disappearance, pass straight to you. This subtle but highly crucial change in work gives consumers a powerful tool to fight for their money. No more powerless waiting for the store to move. It's time to take matters into your own hands and realize how to effectively claim your claims straight from the courier company that blamed it. In this article we will guide you through the full process step by step.
Key moment: erstwhile does work pass on to you?
To realize why you have the right to compensation, we request to know the key minute of online transactions. This minute is not the minute erstwhile you click “Buy Now” or even make a payment. Pursuant to Article 544(1) of the civilian Code, the landmark minute is issue of goods sold to the carrier. In practice, this means that as shortly as the seller packs your goods and hands it over to the courier, its main part of the contract is executed. From now on, you, as a buyer, are at hazard of accidental failure or harm to the shipment.
It may sound negative, but it besides has a second, much better side. If the hazard passes to you, then they besides pass with it any claim against the courier company. In another words, from a legal point of view, erstwhile the package is lost in transport, you are the individual affected by the carrier, not the store. The seller did his occupation – sent the goods. It was the courier who failed to comply with his contract, which is to deliver the shipment to the recipient. That's why you're the 1 who's entitled to claim compensation from him.
Step by step: How to successfully claim compensation in 2025
Knowledge is power, but action is only effective. If your package is missing, don't wait for the store to move. Follow the instructions below to maximise your chances of recovering money quickly.
- Step 1: authoritative confirmation of missing persons. Contact both the seller and straight the courier company. Your goal is to get written (preferably email) confirmation that the consignment has “missing” status. This is simply a key evidence in the further proceedings.
- Step 2: Collection of documentation. Prepare a set of documents. You'll need:
- Proof of acquisition (in fact, receipt, order confirmation).
- Confirmation of transportation (often made available by the seller).
- The number of the consignment note.
- Declarations about the value of the consignment (usually the amount from the invoice).
- The aforementioned confirmation of the missing courier package.
- Step 3: Make a formal complaint. You're filing a complaint directly to the courier companyNot the store. Most carriers have peculiar complaint forms on their websites. Fill it in precisely, attaching all collected scans of documents. In the description of the event, clearly indicate that you are demanding compensation of the full value of the order along with the transportation costs.
- Step 4: Patience and Consequence. According to the shipping law, the courier has 30 days to process your complaint. If the answer is negative or the company tries to lower the amount of compensation, do not give up. You have the right to appeal.
What if the courier refuses to pay? Your Further Opportunities
Unfortunately, courier companies sometimes effort to avoid responsibility, hoping for ignorance and discouragement of the customer. If your complaint is rejected unjustly, you have respective paths of action. The first and simplest step is to ask for aid to the municipal or territory Ombudsman for Consumer Rights. His intervention frequently has immediate effect. The Ombudsman can send an authoritative letter to the carrier on your behalf, which greatly strengthens your position.
Another option is to usage amicable consumer courts or mediation. As a last resort, there is simply a judicial path. Although this sounds serious, in the event of having complete documentation and evident responsibility of the carrier, these cases are usually simple to win.
What is the function of an online store in all this?
Although legally you are the organization in the dispute with the courier, this does not mean that the store is completely washing its hands. A good salesman, caring about your relation with a client, should aid you. It can supply you with all essential papers (signation confirmation, proof of the value of the package) and frequently service as advice. any shops, as part of taking care of their image, decide to send a fresh product or refund the money right away, and then themselves come to claims from the courier. Remember, however, that it is their good will, not their legal duty.
Knowing your rights gives you a immense advantage. You don't should be at the mercy of the seller. You can act on your own, rapidly and effectively. The lost package is simply a frustrating experience, but in 2025 you are equipped with tools to get out of this situation with a defensive hand and a full wallet. Do not hesitate to usage them.
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Did the courier lose your package? The fresh regulations give you full compensation, not the store!