Due to the large volume of parcels, the delivery of orders from Asia may be delayed.
alert
Due to the large volume of parcels, the delivery of orders from Asia may be delayed.
1. FAN Courier has established a simple, transparent and accessible complaint resolution mechanism , especially regarding the theft, loss, partial , total destruction or damage of postal items , as well as and non-compliance with service quality conditions (delivery, return deadlines, etc.). The procedures allow for the fair and prompt resolution of complaints as well as an adequate system of reimbursement or compensation.
2. The deadline for submitting a prior complaint addressed to FAN Courier as a postal service provider is 30 days, and is calculated from the date of submission of the postal item . For the postal services provided by FAN Courier, based on the individual contract, the deadline for submitting complaints is established by the contract concluded between FAN Courier and the user, but cannot be less than 30 days, and is calculated from the date of submission of the postal item.
3. FAN Courier, as a postal service provider, examines and responds to user complaints in the shortest possible time, which must not exceed 30 days from the date of submission of the complaint for domestic postal items , and for postal items international – the term established by the international treaties to which the Republic of Moldova is a party.
4. The sender or the recipient dissatisfied with the services offered (non-delivery of the service or inadequate delivery of the postal service ) can make a written complaint by personal submission to any of the FAN Courier locations , by e-mail to customer@fancourier.md , call center 14 455 or you can send it in an envelope, registered via the postal service with Receipt Confirmation, to the address: mun. Chişinău , str . Industrială 75, for the attention of the Customer Relations department you.
5. In order to resolve of the claim , the complaining user will have to describe in the content of the claim that he submits the event (facts, documents and causes) related to the claim , formulate his claims , the method of payment chosen in the case of compensation and the information necessary for the transmission of compensations, as well as the contact details (in the event that the complaint proves to be well-founded so that the complainant can be contacted), to attach relevant evidence to the complaint in order to carry out correct analyzes and complete, corresponding to the complained event (such as, as the case may be, copy of AWB, of the document certifying the payment of the postal service , of the invoice issued by the supplier, photographs, the packaging of the postal shipment , the destroyed/damaged good that is the object of the postal shipment , copy of the process statement of findings, etc.) and to provide any other data and information that could be useful for the solution the complaint.
6. The complaint is analyzed and resolved individually, for each individual postal item.
7. The Customer Relations Department registers each complaint and confirms its receipt to the complainant depending on how it was received, as follows: by issuing/giving a registration number in the case of complaints submitted in person, by telephone ( SMS), by e-mail, if the complainant makes his e-mail address public or requests this, by filling in and signing the acknowledgment of receipt in the case of a written complaint sent in an envelope through the acknowledgment of receipt service, respectively by the reply address in the case of the complaint received through any postal service distinct from the Confirmation of Receipt service; when there is an express request in this regard from the complainant regarding the method of confirming the complaint , his request will be taken into account.
8. Any complaint will be registered in the “Electronic Complaints Register ” and the sender will be compensated depending on the type of service chosen, with declared or undeclared value, within a maximum of 30 days from the date of the favorable completion of the analysis of the complaint , without exceeding the term of 3 months from the date of its introduction.
9. If the complaint is justified, the compensation is granted in cash (in cash) at the nearest FAN Courier location, by postal order or by bank transfer, if the sender is a natural person, and if the sender is a legal person, the compensation is will grant by payment order or compensation. The complaint will be considered justified if, according to the legal provisions and the provisions of this document, FAN Courier is obliged to grant compensation.
10. In the case of a postal service provided by several suppliers , the supplier who delivered the postal item is obliged to forward the complaints received , for resolution , to the supplier who took over the respective postal item.
11. FAN TRANSPORTATION SRL is responsible, in case of loss, theft or total destruction, for internal postal items , as follows:
12. In case of loss, theft or total destruction, in addition to the compensations mentioned above, the fees collected when submitting the postal item are also returned.
13. FAN TRANSPORTATION SRL is responsible for internal postal items, in case of loss or partial destruction or damage, as follows:
14. In the case of a shipment subject to a cash-on-delivery service, FAN TRANSPORTATION SRL is liable for the full value of the refund for the situation in which it did not return the full value to the sender or with the corresponding difference up to its full value, if the refund was partially collected from the recipient.
15. In the event that the sender declared a value lower than the real one, the compensation is at the level of the declared value. In the case of non-performance of the services that constitute additional features of the postal services , nominated by the sender through special instructions , only the fees collected in addition to the applicable fee for the standard postal service are refunded.
16. Complete loss of content is equivalent to loss of mailing.
17. In the event that the complaint addressed to the postal service provider FAN TRANSPORTATION SRL has been resolved satisfactorily or has not been responded to within the term provided for in the present general conditions regarding the provision of postal services , the user in question may submit, within a year from the date of submission of the mailing , a complaint to the regulatory authority accompanied by proof of completion of the prior complaint procedure or a request for a summons. The summons can be filed regardless of whether a complaint with the same object has been submitted to the regulatory authority or not.
18. In the following cases FAN Courier is exempt from liability:
19. FAN TRANSPORTATION SRL is responsible for postal shipments international in accordance with the provisions regarding the liability (compensation) applicable to the above -mentioned internal postal items.
20. All disputes, arising in connection with this Mechanism, and the provision of our services, are resolved in the competent courts of the Republic of Moldova.
21. FAN Courier may at its sole discretion modify this Mechanism unilaterally by notifying users by e – mail, letters, publications on the company ‘s website, and by the networks social.
FAN TRANSPORT SRL
Fiscal code: IDNO 1021600025816
VAT code: 0210786
Address registered office : MD-2037, Str. Industriala 75 , municipality Chisinau, Republic of Moldova
office@fancourier.md
Call Center FAN Courier: 14 455 or 068 66 7777