Guidelines for Handling Damage Incidents

Supplier’s responsibilities when handing over a consignment to the carrier:

• The supplier bears the risk of damage to the consignment until it is handed over for shipping.
• The supplier is required to adequately pack the consignment (suitably selected shipping container and fillings inside the consignment) in accordance with the nature of the goods to prevent any damage caused by normal handling of the goods during shipping (the recommended packing method is specified on the carriers' websites).
• During the loading of the parcel, the supplier is obliged to hand over the product to the carrier in perfect condition, particularly by visually inspecting the condition of the packaging material to ensure it shows no signs of damage.
• Upon request from Alza.cz, the supplier must provide a signed transport/collection note from the carrier (scanned), confirming the acceptance of the consignment for transport.
• In the event of damage or loss of the consignment, the supplier is required to provide camera footage (if the space with the consignments is equipped with cameras) from loading into the carrier's vehicle, which must show that the consignment was handed over in perfect condition.
  • The camera footage must include:
    • Clearly identifiable products that are part of the consignment.
    • The consignment, which means a recording of the condition of the packaging at the time of handover to the carrier.
    • A readable shipping label affixed to the consignment.

If the supplier is unable to prove that the consignment was handed over for transportation using a signed collection list (which must always be provided), or camera footage from loading into the carrier's vehicle (if the space with the consignments is equipped with cameras), the supplier is responsible for the damage, loss, or shortage from the consignment. The supplier acknowledges that without a camera recording, Alza.cz may not be able to negotiate the carrier's acknowledgment of the damage compensation claim.

Supplier’s responsibilities in case of return of the consignment by the carrier:

• In case the consignment is returned to the supplier by the carrier, the supplier must visually inspect the consignment, and if there is reasonable suspicion of damage to the consignment or the product, the supplier must raise a written objection in the handover protocol to the carrier.
• If a damaged consignment is returned, the supplier must report the damage to Alza using the method described below. In this case, do not cancel the order in Expando/Alza Trade or send a Delivery Result Rejected message.

Procedure for handling damage events due to a lost consignment:

• In the event the carrier reports the loss to the supplier, the supplier must report the damage event no later than the following business day from the discovery of the loss.
• The supplier always reports the damage event via email to the address: [email protected]. The email must always include:
  • Clearly identifiable products that are part of the consignment.
  • The parcel number or readable shipping label.
  • A signed collection note from the carrier proving the handover of the consignment.
  • Alternatively, a signed delivery protocol with a written reservation confirmed by the carrier (if the carrier issues this document, in case of refusal, you can use https://www.dpd.com/cz/cs/podpora/reklamace/ or the attached claims protocol)
  • A verbal description of the case, including the order number.
  • A camera recording of the loading or dispatch (if the consignment was handed over on a pallet) of the lost product into the carrier's vehicle (if the space with the consignments is equipped with cameras.

Procedure for handling damage events in case of the return of a damaged consignment or loss in transport:

• The supplier is required to report any damage event no later than the following business day after receiving the consignment from the courier.
• The supplier reports the damage event via email to the address: [email protected].
• The email must always include:
  • A camera recording of the consignment being loaded into the carrier's vehicle (if available)
  • Photodocumentation of the case:
    • One photo of the entire product, clearly showing what product it is and where the damaged part is located.
    • One photo of the carrier's label.
    • A detailed photo of the damaged product.
    • Photos of the packaging and packing materials.
    • n the event of a loss, the packaging and packing materials and any remaining contents of the shipping container, if any.
  • A scan of the delivery protocol with a written complaint to the carrier (if the carrier issues this document; in the event of the driver's refusal to sign, you can use https://www.dpd.com/cz/cs/podpora/reklamace/ or the attached claims form).
  • A camera recording of the unloading of the returned product (if the space with the consignment is equipped with cameras) upon request.

If a claim is reported after the deadline or does not contain all the required documentation, the consignment is considered to have been returned in good condition and the supplier is responsible for the damage. Alza.cz will confirm the receipt of the request to initiate damage claims handling by email to the sender no later than one working day from the date of receipt.

Alza.cz reserves a period of 30 days from the date of receipt of the claim from the supplier to review the damage event and provide a response. During this time, or until the damage event is resolved, the supplier retains the product on its warehouse, and the product remains the property of Alza.cz. If Alza.cz does not provide a response on how to resolve the claim within the specified period, the supplier's claim is automatically considered to be valid and the damaged goods will be sent to Alza's warehouse.

Processing limits for individual carriers

• Damage claims handling procedure for DPD