What is an Trade-in
A Trade-in is created when a customer trade-in their products via Prioont or partner channels (Ben or Alphacomm). You can identify an order with V-number (i.e. V250318875304)
Where do we sort Trade-in record
You can find all Sales (trade-in) records on Refine > Sales.
General Information
Terms and Conditions of Sale - ‘Liability for Lost or Damaged Packages’
9.2 Liability for Lost or Damaged Packages
Damaged Package: The Seller is solely responsible for adequately packaging the Product. Valyuu B.V. is not responsible for damage occurring within an unopened package. The condition in which Valyuu B.V. receives the Product upon opening the package is the condition in which Valyuu B.V. will assess the Product.
Lost Package: If a shipment is not delivered to Valyuu B.V. within 10 days after being received by the carrier, the Seller can notify Valyuu B.V. Valyuu B.V. will then initiate an official investigation with the carrier. The carrier’s investigation may take up to 14 days to complete. If the package is considered lost by the carrier, Valyuu B.V. will claim the costs through its insurance. To do so, Valyuu B.V. requires the following information and documents from the Seller:
Photos of the package prior to shipment / Description of the package’s appearance
Proof of drop-off
Purchase invoice - proof that the Seller is the legal owner of the Product
IMEI number
Copy of ID / Passport
Official police report
With this information, the insurance can confirm that the Seller is not at fault and is the rightful owner of the lost Product. Resolving the insurance claim may take up to 30 days. The Seller will receive reimbursement within these 30 days via the bank account provided when registering the Product.
If the Seller fails to provide the necessary documents (or provides them incompletely), the insurance (and therefore Valyuu B.V.) is entitled to reject the claim.
General Steps to Process Delayed or Lost Trade-in
Wait for the first 10 days
After 10 days, request customer information/documents (Phase 1 email)
Use the customer’s details to start an investigation with Sendcloud
Based on the investigation outcome, proceed and inform the customer
Pay the customer or inform them of non-payment
Collect all case files in a zip folder (purchase invoice + customer-provided documents + shipment label from Sendcloud + screenshots of the Sendcloud investigation) and submit them to Ferhat.
Start research at Sendcloud
Step 1: Find correct A-number
If the customer did not send this in their message, you can also just look up the sale using the email address. Go to Refine > Sales paste the email address in the search bar. Please be careful to use the correct V-number if the customer has made multiple purchases.
Step 2: Create ticket on SendCloud
All shipped purchases can be found at Shipping > Shipped. If something has not yet been shipped, you will not find it here, but at Created labels.
Click on the "eye" icon.
Click on the Customer Service dropdown menu at the top right. Choose the reason why you are contacting us:
Delivered - not received: the customer must fill out a claim form. You can find this at the bottom of the page if you have chosen this option. Send the claim form to the customer. Only when you have received the form back can you start the investigation.
Delayed: fill in the details:
Dimensions: always enter 25 x 25 x 15
Description of the parcel: the type of device (go back to the sale in Refine and click on SKU Items)
Exterior: fill if the customer provide you information about it
Sales invoice: we have to create this manually, see this article
Go back to the SendCloud Customer Service page with all tickets and open the ticket you just created. SendCloud has now sent us an automatic response. We will respond to that with this text:
Dear team SendCloud,
Please find out with the carrier what the status of this shipment and when we will receive. We’d love to have it delivered asap.
Thanks!
Kind regards,
When Sendcloud then sends their (standard) message with the small compensation, we do not agree with that. Of course we always want the package to end up there (or to be reported as 'lost', so we can claim it from the insurance). That is why we respond with this text:
Dear team Sendcloud,
Thanks for the feedback!
Since PostNL/DPD/DHL has not started an investigation yet, please make sure they do proper research and come back to us with more information. Of course we'd like to have the package delivered asap instead just of go with a small compensation.
Keep us updated!
Thanks in advance.
Kind regards,
After this, we will (probably) have to ask them regularly for an update. Make sure you keep snoozing your ticket in Intercom, until you have a conclusive answer to your question. Until you have that, we cannot claim it from the insurance.
For ongoing investigations, go to SendCloud 'Support' by clicking on Support at the bottom left of the menu. To look up an ongoing ticket, you will need the Sendcloud ticket number or the tracking number. Copy this into the search bar of Shipments or Sendcloud platform to find the specific ticket.
Email Customer in Phases
1. Package not received within the first 10 days
Email customer macro: 'Bezorging - Pakket kwijt - Pakket nog niet ontvangen binnen de eerste 10 dagen'
EN version:
Hi,
How annoying to hear that your package is taking longer to arrive to us!
I see in the track and trace information that there has indeed been no movement for a few days. Unfortunately, it happens more often that the package stays in the same place for a few days for unknown reasons. Our experience is that it still gets delivered quickly 😊
We have established agreements with our logistics partners. If a package has not been delivered to us within 10 days after it has been reported to them, we can start an official investigation.
We would like to ask you, however annoying, to wait until the 10 days have passed. Please let us know immediately if you still have not received a receipt from us by then. We will then start an investigation immediately.
Kind regards,
2. Package received, but contents are missing
Email customer macro: 'Bezorging - Pakket ontvangen, maar inhoud ontbreekt'
EN version:
Hi,
We have received your package. Unfortunately, in doing so we quickly noticed that the product you submitted for sale was missing. In the box we found only [product name]. We will report this immediately to the parcel service.
The attached photos show the condition in which we received your package. Can you tell us if you see any noticeable changes here from how the package looked when you sent it? Any information you can share with us we would love to hear from you, if you have any photos of the product or packaging before you sent it we would welcome those as well.
We will immediately start an investigation with the parcel service and do our best to find out what happened as soon as possible.
I look forward to hearing from you.
Kind regards,
3. Package still not received after 10 days
Email customer macro: 'Bezorging - Pakket kwijt - Pakket nog niet ontvangen na 10 dagen'
EN version:
Hi,
Thank you for your message.
It’s unfortunate to hear that your package still hasn’t arrived. The tracking information indeed hasn’t been updated for a while. We will start an official investigation immediately to determine what went wrong and when we can expect the package. Investigations can take up to 14 days to complete. To initiate the investigation, we need the following:
Proof of drop-off at the drop-off point
Description of the package's appearance
In the worst-case scenario, the investigation may conclude that the package is considered lost. If that happens, we will file a claim with our insurance. To prepare for this, we can start gathering some documents in advance so we can act quickly if we receive bad news from the carrier. If you wish, you can already provide us with the following:
Purchase invoice - proof that you are the legal owner of the product
IMEI number / Serial number
Depending on the investigation, the insurance may later require:
Copy of ID / Passport
Police report
With this information, we can initiate the claim with the insurance, should the package be declared lost.
Kind regards,
4. Customer asks for an update, but there’s no update yet
Email customer macro: 'Bezorging - Pakket kwijt - Klant vraag om update onderzoek'
EN version:
Hi,
Thank you for your message. Unfortunately we do not have any updates from the investigation at this time, it is still in progress. On average we have a response from the parcel service within 14 days of the start of the investigation, in some cases it can even take a little longer. We have no control over this ourselves, as it is in the hands of the parcel service. As soon as we have information we will inform you.
You can count on us to offer a suitable solution as quickly as possible based on the outcome of the investigation and to complete it for you. For now, we must ask for your patience.
Kind regards,
5. Investigation completed → All documents provided → Payment (€300) made and case closed internally
Email customer macro: 'Bezorging - Pakket kwijt - Onderzoek afgerond + klant heeft alles aangeleverd. Bedrag is lager dan €300,- > Uitbetalen'
EN version:
Hi,
We have received a message from the parcel service indicating that they consider your parcel to be definitively lost. This is very annoying, but something we were unfortunately already taking into account by now. I have just contacted the insurance company to ask if they have all the information they need to finalize this matter quickly and proceed with payment. They do! Thank you for providing everything so neatly.
We will continue to finalize the matter with the insurance company; you don't have to wait any longer for this. We will make the payment to you, you can expect the amount in your account within 10 days.
I hope that despite the unpleasant situation you are happy that the payment will still be made. I would like to thank you for your patience and understanding.
Please let us know if you have any further questions about this.
Kind regards,
6. Investigation completed → High value (€300+) → Request for police report + ID copy
Email customer macro: 'Bezorging - Pakket kwijt - Onderzoek afgerond - Bedrag is hoger dan €300,- dus kopie ID en aangifte nodig'
EN version:
Hi,
We have received a message from the carrier stating that your package has been definitively declared lost. This is very unfortunate, but something we had already taken into account.
I have just contacted the insurance company to ask if they have all the necessary information to quickly resolve this case and proceed with payment. The insurance company has indicated that, due to the high value of the product, it is required to file a police report and provide a copy of your ID. Only with this information can they rule out any involvement on your part as the sender in the disappearance of the package. Of course, we do not assume this to be the case, but unfortunately, this is a standard procedure that the insurance company follows to prevent (attempted) fraud.
I would therefore like to ask you to officially file a report for the misappropriation of your property. You can go to this page: https://www.politie.nl/aangifte-of-melding-doen#link-diefstal-zakkenrollerij-of-inbraak, and select "Something else was stolen." There you can answer the questions and explain the situation in the text box. You can mention that your property was most likely misappropriated by the carrier (staff). Once you have completed the report, you will receive an official email from the police with confirmation of your report. Please share this with us, along with a copy of your ID. We will forward these to the insurance company so they can finalize the case and process the payment as quickly as possible.
I look forward to receiving the documents and please let me know if you have any further questions.
Kind regards,
Email when suspicion of fraud
1. Suspicion of supplying false documents (Example)
Email customer macro: 'Verdenking aanleveren valse documenten'
EN version:
Hi ,
We have received a message from the insurance company who are in the process of finalizing your (suspected stolen) product. Because we unfortunately have to deal with fraud attempts on a very regular basis, the insurance company conducts strict investigations on the authenticity of submitted documents. Hence, this takes a lot of time. In your case, 2 questions / comments have emerged from this about documents that we are not yet able to verify with certainty.
The copy passport - Here you can see a black bar covering some numbers at the bottom of the passport. They ask what is the reason for this and whether the copy can be supplied without this bar.
The proof of issue - There are doubts about the authenticity of this because of 'pixel like' discoloration in the white. Can you provide a new photo of this proof taken from a slightly greater distance?
If you can provide this to us it is clear to the insurance company that everything is in order and they can proceed with payment.
I would love to hear from you so we can get this completed quickly.
Kind regards,
2. Suspicion of fraud due to strange drop-off point (Example)
Email customer macro: 'Verdenking van fraude vanwege vreemd afgifte-punt'
EN version:
Hi,
Since we still haven’t received any updates from the carrier, it’s becoming increasingly likely that the package will be definitively considered lost. From now on, we will proceed under that assumption. I have just contacted the insurance company to check if they have all the necessary information to quickly resolve this case and proceed with payment. The insurance company informed us that at the drop-off location where you handed in your package, there have been multiple cases of fraud involving packages that are scanned but are never found again in the PostNL process. This is a known fraud tactic used to make it appear as if a package has been sent when, in reality, it hasn’t. Because this could involve fraud by the sender in collaboration with the drop-off point staff or theft by a PostNL employee, the insurance company requires that a police report be filed. Only with this can they rule out any involvement on your part as the sender in the misappropriation of the package.
We therefore need to ask you to officially report the misappropriation of your property. On this page: https://www.politie.nl/aangifte-of-melding-doen#link-diefstal-zakkenrollerij-of-inbraak, you can select "Something else was stolen." From there, you can answer the questions and explain the situation in the text box. You can mention that your property was most likely misappropriated by PostNL (staff). Once you have submitted the report and completed the process, you will receive an official email from the police confirming your report. Please share this with us, along with a copy of your ID, and we will forward it to the insurance company so they can finalize the case and process the payment as soon as possible.
I look forward to receiving your proof of the police report. Please let us know if you have any further questions.
Kind regards,
Refund customer
Normally we wait for the outcome of the investigation (i.e. they decide for themselves that the package is lost) before we proceed with the refund.
If the customer has been waiting for a response for a long time, you can choose to pay the customer anyway, even if you are not sure whether the package is lost. It is important that we try to rule out fraud as much as possible. If fraud is suspected, we ALWAYS wait until we have the results of the investigation. In addition, it also depends on the costs > for devices above €300,- we also always wait for the results of the investigation.
Important: for lost packages with a value of more than €300, we ALWAYS ask for proof of ID and proof of report.
When we are going to pay the customer (in advance):
Find the V number in Refine > Sales
In Refine, change Sale status to "Cancelled" and Sale Item status to "Not Received". Click Save.
In Trello, create a card in "2. C2B+C2C daily payment list - Arvin only" (if there is no existing one for this trade-in)
Add to the notes in the Trello card that the customer should be paid and with what amount, e.g. PAY 120.
Add the tags: Lost Package
Complete the case with the insurance company
Currently we cannot submit claims to insurance unless the total costs exceed €1000. However, we do keep a list of all lost packages, so that we can keep track of this. You can do this in the document Insurance Cases CS.