In view of this festive season and the upcoming discount days (Black Friday, Cyber Monday), h EETT makes recommendations to consumers, courier companies and e-commerce companies.
Η Significantly increased demand for postal services in the corresponding period last year, as a result of the restrictive measures of the pandemic, led to major problems in the response of postal providers, as evidenced by the number of complaints received by the EETT.
For this reason, in view of this year's festive season and the upcoming discount days (Black Friday, Cyber Monday), h EETT makes recommendations to consumers, courier companies and e-commerce companies.
Consumer recommendations
For the best service and to avoid problems during the process of receiving their orders, consumers are advised to pay special attention to the following:
1. Time & place of delivery / receipt: Before confirming your order from an online store (e-shop), find out about the availability of the product, the cooperating courier company, the estimated delivery time, the possibility of notifying you regarding the exact day it will be received, as well as its shipping number (tracking number).
In addition, make use of the space «comments»In the product order form, indicating additional information to the courier company that will facilitate the management of your shipment, especially if there is a long absence from your home on a daily basis.
2. Shipping tracking: Look for the delivery process of your order from the tracking system on the website of the courier company. It is noted that it is common practice for companies to inform about the progress of the shipment via sms, email, phone, etc.
3. Repeat the performance effort: Courier companies are obliged on a second attempt to deliver the item, in case of your absence during the initial attempt, with your relevant written / electronic notice.
4. Reservation with reservation: You have the option to pick up a reservation or to make a reservation within one day of receiving the shipment if the item delivered to you is damaged or damaged.
5. Possibility of non-signing: For the purpose of preventive protection of public health, it is allowed, exceptionally and only temporarily, the delivery of postal items by courier without the signature of the recipient and with the registration by the distributor, the unique personal identification code that will have already been sent to you.
6. Right to compensation: You have the right, conditionally, to claim compensation, within 6 months from the date of dispatch, for the defective provision of postal services (loss / destruction / overdue delivery). Compensation in the above cases is paid to the sender or, if he waives his rights, to the recipient of the postal item.
Recommendations to courier companies
In order to maintain a high level of service and the best possible response to the needs of consumers, the EETT Recommends to courier companies the following:
- To prepare at the business level for the next period of intense demand, utilizing the experience of the last 1,5 years, avoiding practices that may degrade the quality of their services and cause inconvenience to consumers.
- Carefully review the expected delivery times, inform the cooperating companies / e-shops in time and consequently the users about any changes, and offer reliable information on the progress of the shipment, especially upon receipt of the order from the company / e-shop and before its final delivery to the recipient. If the large volume of shipments makes it difficult for them to respond, do not undertake additional shipments, since they can not guarantee their timely performance.
- To take care of the increase of the delivery actions to the recipients, with alternative ways of service, utilizing e.g. cooperating local courier companies / lockers / extended service points, so as to avoid the long wait of consumers outside the stores of courier companies for the receipt of parcels.
- To increase the number of staff engaged in telephone service and management of user requests, with the aim of better management of requests / complaints and consumer information.
- To exhaust the possibility of returning the shipments to recipients who were absent from the declared point of receipt. In addition, it is recommended to establish a policy for the non-subsidized to stay at the local branch for more working days after notifying the recipients, when there is the necessary space inside the store, as well as additional notification before returning to the sender.
Recommendations to e-commerce companies
In e-commerce companies (e-shops), EETT recommends:
- To inform consumers about the availability of the product, the cooperating courier company, the day of receipt of the product by the courier company, the shipment number and the expected delivery time under the courier contract.
- Carry out a careful research of the postal market and choose a courier company, based on a combination of quality criteria and cost. Do not hesitate to change a courier company or to work with more companies in order to serve their customers faster.
- To take advantage of the possibility of assigning to the recipients of their products, the right of compensation by the courier companies for defective postal services, especially for prepaid / paid electronic orders.
Η EETT, within the framework of its responsibilities, intensively continues the control of the postal market and systematically monitors the observance of the regulatory framework for the provision of postal services.
Press Release
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