In the event of theft or disappearance of a package, the customer must contact his seller to request a refund, a credit note or the re-launch of the order at no additional cost.
In the event that the package has been marked as delivered by La Poste, it is very difficult to prove its good faith. It is then necessary to complete an online complaint form which has little chance of success but which can, in certain cases, help to obtain the reimbursement of the order by the supplier.
“Filing a complaint for the theft of packages is a matter of contractual law and cannot lead to criminal proceedings,” recalls Commissioner Nicolas Hoarau, who confirms the marked increase in this type of dispute in Thionville. Litigation according to him “generated by the significant increase in online purchases”.