Get ready for Peak 2025 - Tips & Reminders to submit requests
We know how peak period can be quite intense, and every second can count.
This year, we’ve decided to compile our best reminders and tips to guide you though this period 😊
Our Care Team
To accompany you the best we can on your day-to-day requests, the Care team has grown to ensure smooth handling of the ticket volume starting on Black Friday.
The French team includes now 2 Squad Managers Farah and Gwendoline, 1 Care Enablement Manager Alexandre, and 6 Care Specialists Soukaina, Morgan, Sandrine, Tommy, Kenza and Anaïs.
In Spain, the team has significantly grown with the addition of a new Care Squad Manager, Gonzalo, and 2 Care Specialists, Paula and Mario, reinforcing the existing team composed of Andrea, Maria, and Andreina.
Our teams will be working from Monday to Saturday, and several operational plans have been put in place to ensure optimal support and manage the increased number of tickets.
As you probably know already, we’ve started to work with AI since last year to help us on the simplest request. Since then, Hugo has been handling easy tickets related to order delays and updates from carriers. If you receive a response from Hugo that doesn’t fully solve your issue, don’t hesitate to reopen the ticket so our team will take care of it.
And lastly, we’re working with a partner fully dedicated to carriers topics : they’re in charge of openings investigations to carriers, followup on them and ensure the fast resolution of transportation topics.
Reminders
Delivery delays
As carriers' volumes increase, their systems may become congested and delivery times may be longer than usual.
Please wait at least for 4 open days (without counting Saturdays and Sundays) of transit before opening a ticket ! It will help us be more efficient in solving ticket.
Delivery instructions
For B2B orders, make sure that all instructions are written in the app.
For B2C, we unfortunately are not able to share specific delivery instructions to carriers (such as “leave the package with a neighbor”). In those situations, we would recommend your customers to take contact directly with the carrier.
Pick Up Points
Unfortunately, we’re not able to retrieve the code ourselves for privacy, final customers needs to contact carriers directly. Here is how to do so for each carrier :
| How long is it available ? | How to retrieve the code ? | |
|---|---|---|
| Mondial Relay | 5 days (both pickup point & locker) | ⇒ Download the Mondial Relay app here and identify with the same address mail use for the order ⇒ Final customer can also join MR through 0970264264 |
| Colissimo | 5 days (both pickup point & locker) | ⇒ Final customer needs to contact them directly through their form here |
| Chronopost 2SHOP | 5 days (both pickup point & locker) | ⇒ Final customer can contact them directly through their chatbot on their website |
Investigations delay
During this period of time, investigations delays from the carrier may be longer than usual.
We would recommend reopening ongoing investigations tickets only in urgent situations.
Returns
As we will focus on orders preparation, please note that returns will take more time than usual to be processed (on carrier side but also on the warehouse side)
Useful tips
- Before opening a ticket, please check the timeline in the app and the carrier’s tracking — they contain lots of valuable information.
- Take time to select the correct request reason when opening a ticket, your ticket will have more chance to be handled quickly and efficiently.
- Our response times may be longer than usual, but we will do our utmost to get back to you as soon as possible. Please do not send multiple messages, as this will only delay our response.