A parcel is defined as lost following confirmation of an anomaly by Chronopost.
Delivery takes 5 working days from the time the parcel is delivered to our workshop.
We advise you to wait for this period before opening a carrier inquiry.
We advise you to wait for the carrier's validation before making any commercial gesture.
Chronopost parcel tracking indicates that the parcel has not yet been delivered
Chronopost parcel tracking indicates that the parcel has been delivered
Open a Chronopost investigation for a lost parcel
Identify trade-in fraud
The parcel was dropped off by the customer more than 5 working days ago and the return has not yet been credited.
Confirm with the customer which trade-in references were contained in the package. This is an important step to avoid wasting time investigating simulated trade-ins, or providing compensation for unsent parts.
Check the status of the trade-in on the Faume back office using the trade-in ID. If the package has an opening date of less than 15 days, the trade-in will soon be credited. If the date is later, there is an anomaly in our workshop ⇒ contact us with the trade-in ID and the customer's email address.
If there is no opening date on the return, the parcel has not been delivered to our workshop. ⇒ Check the status of the parcel on the Chronopost tracking link (following sections in this documentation).
Chronopost parcel tracking indicates that the parcel has not yet been delivered
If the tracking status is "in preparation at the sender's" and the customer confirms having used this transport label reference, then there is a tracking anomaly ⇒ open a Chronopost investigation with the customer-validated parts transfer voucher, the proof of parcel deposit and the encrypted letter. If the parcel has been picked up by the carrier, the customer may have entered the wrong tracking number, so check the trackings of any other returns in progress.
After these checks, if the parcel is indeed blocked at a tracking stage, you need to open a carrier inquiry with the following documents:
Encrypted letter
proof of parcel delivery
the associated transfer note(s)
ask Chronopost to confirm the size of the parcel (envelope = suspicion of fraud)
ask Chronopost for the recorded weight (basis for calculating compensation)
Here is a sample request to open your carrier inquiry: Hello, the resale package N°ABCDE has still not been delivered to our workshop. You will find attached the transfer note with the estimate of the parts transmitted, the proof of deposit of the parcel and the letter with the figures. Can you please confirm after investigation: the status of the parcel, its location, the weight of the parcel recorded in the agency and its format. Thank you very much. Sincerely
Chronopost undertakes to respond within 48 hours and up to 5 working days if the request requires investigation by an agency in their network. The more complete the initial request, the more efficient the exchange.
If the parcel is declared lost before a Chronopost driver picks it up, no compensation will be paid and the investigation will be closed. The customer must consult the chosen relay point to resolve the loss of the parcel.
Chronopost will either unblock the delivery or, after internal investigation by their agency, classify the parcel as an anomaly, which justifies compensation of 23€/kilos lost on the basis of the transfer note sent. Chronopost must provide an accounting note and written confirmation in the ticket to validate this compensation.
You can send us a simple screenshot of the Chronotrace ticket showing the ticket reference to on the chatbot and Faume will then be able to track the credit to be made to the brand on the following month's invoice.
Chronopost parcel tracking indicates that the parcel has been delivered
Confirm with the customer which trade-in references were contained in the package. This is an important step to avoid wasting time investigating simulated trade-ins, or providing compensation for unsent parts.
Check the status of the trade-in on the Faume back office using the trade-in ID. If the package has an opening date of less than 15 days, the trade-in will soon be credited. If the opening date is higher, there is an anomaly in our workshop ⇒ contact us with the trade-in ID and the customer's email address.
If there is no opening date, the parcel has not been delivered to our workshop. ⇒ Check the status of the parcel on the Chronopost tracking link.
If the parcel is indicated as having been delivered to our logistician or to the Bourges Chronopost agency more than 7 days ago, you need to open an inquiry with the carrier using the following documents: customer's letter with figures + the transfer note.
Here's a sample request to open your carrier inquiry: Hello, the resale package N°ABCDE has still not been delivered to our workshop. Enclosed you will find the transfer note with the estimate of the parts sent, as well as the letter with the figures. Can you please confirm the following after investigation: the status of the parcel, its location, the weight of the parcel recorded in the agency and its format. Thank you very much. Sincerely
Chronopost will either unblock the delivery or, after internal investigation with their agency, classify the parcel as an anomaly, which justifies compensation of 23€/kilos lost on the basis of the transfer note sent. Chronopost must provide an accounting note and written confirmation in the ticket to validate this compensation.
You can send us a simple screenshot of the Chronotrace ticket showing the ticket reference on the chatbot and Faume will then be able to track the credit to be made to the brand on the following month's invoice.
Open a Chronopost investigation for a lost parcel
Chronopost provides answers within 48 hours, and up to 5 days maximum for the return of an inquiry to a Chronopost agency.
Before deciding on any commercial gesture, it is essential to check with Chronopost:
whether the parcel has been scanned by Chronopost (no compensation is possible if this is not the case)
the weight recorded by Chronopost is consistent with the declared contents
the parcel format recorded is logical in relation to the declared contents (an envelope = risk of fraud)
the customer is not involved in any fraudulent activity (high-value parcels already lost, multiple high-value recovery baskets lost at the same time)
the customer has been able to provide you with proof of purchase of the part (your history or the invoice from the reseller site)
In the event of a confirmed loss by Chronopost, the amount of compensation will be indexed to the weight recorded by the carrier, i.e. €23 per kilo weighed.
Labels default to 200gr if the parcel has not yet been weighed or if it is an envelope (high risk of fraud with envelope format).
Our legal mention on the website and contract: As delivery is carried out by third-party service providers, the Vendor customer is hereby informed that [the brand] cannot be held responsible in the event of non-execution or poor execution of this delivery. In the event of a lost parcel, the Vendor customer must provide proof of deposit of the parcel by the chronopost agency or relay point, together with the weight of the parcel. However, in the event of proven loss by the Chronopost carrier, [the brand] undertakes, exceptionally, to compensate the seller customer according to the weight of the lost parcel recorded by Chronopost, with a ceiling of €23 in credits per kilo per parcel on the seller's kitty. (Taken care of by Faume)
Identify trade-in fraud
The estimation of the parts and contents of the return packages is purely declarative (transfer order before control by our logistics specialist).
We cannot rule out the suspicion of fraud or simple confusion on the part of the customer between his forms (a common occurrence).
Before deciding on any commercial gesture, it is essential to check with Chronopost:
whether the parcel has been scanned by Chronopost (no compensation is possible if this is not the case)
whether the weight recorded by Chronopost is consistent with the declared contents
If the parcel format recorded is logical in relation to the declared contents (an envelope = risk of fraud)
If the customer is not involved in any fraudulent activity (high-value parcels already lost, multiple high-value recovery baskets lost at the same time).
If the customer has been able to provide you with proof of purchase of the part (your history or the invoice from the reseller site)
Our legal mention on the website and contract : As delivery is carried out by third-party service providers, the Vendor customer is hereby informed that [the brand] cannot be held responsible in the event of non-execution or poor execution of this delivery. In the event of a lost parcel, the Vendor customer must provide proof of deposit of the parcel by the Chronopost agency or relay point, together with the weight of the parcel. However, in the event of proven loss by the Chronopost carrier, [the brand] undertakes exceptionally to compensate the seller customer according to the weight of the lost parcel recorded by Chronopost with a ceiling of 23€ credits per kilo per parcel on the seller's kitty. (Taken care of by Faume)