Processing unclaimed orders and documents
If an order is returned to your warehouse because the customer did not pick it up, you need to cancel the order. The cancellation is done in the system where you manage orders. If you use the Trade portal for order processing, simply click on the trash can icon to cancel the order.
If you use Expando, you can find a guide on how to cancel an order here. If you have API integration, send a Delivery Result Rejected Delivery Result Rejected message to cancel the returned order. This action is irreversible, and it will automatically refund the customer's payment, so you should only cancel orders that are genuinely returned to the warehouse and undamaged.
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If the order is damaged, please follow the Guidelines for Handling Damage Incidents.
If you have chosen Selfbilling for invoice management, we will automatically issue a credit note after canceling the order, which is automatically applied to the invoice.
For EDI users, you need to send the credit note through EDI and enter the order number in the "reference" field. To resolve the offset, contact the accounting department: [email protected].
Processing claims and documents
If a product for which a claim has been filed is returned to your warehouse, you do not cancel the order in the system.
You have the option to send the repaired product to the claims department or issue a credit note for the claim. If you use Selfbilling, we will issue the credit note for you.
For suppliers using EDI, you need to send the credit note through EDI and enter the SET reference, which is provided on the claim report.
The supplier sends a repaired product only if it is required in the claim; otherwise, the claim is processed with a credit note. (In the case of suppliers using Selfbilling, Alza will issue the credit note on their behalf).
Claims address:
Alza.cz - Claims
Prologis Park - Gate B1 / Gate 40
Severní 255,
252 19 Chrášťany
Processing returns and documents
In cases where an order is returned to you, and it is neither a claim nor unclaimed goods from the customer (e.g., incorrect delivery to the branch store), the supplier does not cancel the order.
In these cases, Alza generates a VP reference, which is used to issue a credit note. If the supplier uses Selfbilling, the credit note will be issued automatically. If the supplier uses EDI, you need to send the credit note through EDI and enter only the VP reference in the order field.
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If it's a return from Packeta and you don't have a regular collection set up, you need to pick up the return at a branch store using the PIN code sent to your email.
