Parcel investigation Monta

Parcel Investigation Monta

When

-          If a parcel has no movement / new scan on the track and trace after 3 working days

-          If a parcel is delivered according to the t&t but the customer claims that it is not delivered. Please note that you can start an investigation after 24 hours

-          We only start a parcel investigation for an amount higher than 40,-

Who

-           You start your own parcel investigations at Monta

-          If the investigation is solved for the customer than you note this in the comment (see at next steps)

-          The colleague who is responsible for the claims will take over the contact with Monta and the parcel investigation from here.

How

Go to the monta portal to the order for which you want to start a parcel investigation

1. You go to the order.

2.  You click on parcel investigation and select the appropriate reason.

3. You attach the necessary files (the NOV + Invoice or separately).

4.       Once that's done, click on start investigation, and you've started an investigation.

What do you need per courier & investigation duration?

Next steps

-          It is possible to send a reminder to the carrier yourself in between! This can be done after 7 full days for shipments to the Netherlands and after 12 full days for shipments abroad. The reminder button will only become visible at that time.

-          The carrier's response will be received by Monta and added to the investigation in the portal; you will receive an automatic email notification for this via solveronline@gmail.com

-          If a claim is approved, it will be communicated back within the investigation.

-          If an investigation is not solved after completion, please contact your contact person at Monta they can reopen the investigation

-          If a shipment is delivered during the investigation you can cancel the parcel investigation

In the status you can easily see the status of the investigation

Red arrow = parcel investigation on delivery

Yellow arrow = parcel investigation on a return

Customer service comment :

If Monta receives a reply from the courier than they will paste here the answer.

-          If the issue is solved Monta will close the investigation

-          If the issue is not solved Monta has to take action with the the courier

-          If monta is not taking the right action you have to contact Monta by mail or phone

Comment :

This comment is only for internal use. Monta will not read this but you can insert text as reminder for yourself or to inform your colleague.

If the issue is solved with the customer please update this field as the example below

“your name” New parcel shipped “date”

“your name” Refunded “date”

Followed up

If it is solved for the customer than flag “followed up” than the colleague who manages the claims knows it is solved.

Notes

-          You cannot start an investigation for PostNL and DHL for non-scanned shipments (it is possible for DPD)

-          You can always find Closed parcel investigations via the search bar in parcel investigation overview