What will you find in this article?

• Procedure in case of Receipt of Product Diverging from the Ordered Product

• Procedure in case of Receipt of Incomplete Order

• Procedure in case of Discrepancy between Invoiced Weight and Actual Weight of Shipments

• Procedure in Case of Discrepancy between Recorded Delivery Status and Non-Receipt of Package by Recipient

• Procedure and Exclusions for Claims for Non-Compliance of Two Attempt Delivery Service

If you have any disagreement when reviewing your invoice, you can send an email to facturacion@beeping.com. Don't forget to specify the order you want to complain about, so we can help you quickly and efficiently.

Procedure in case of Receipt of Product Diverging from the Ordered Product

In the event that the recipient receives a product different from the one specified in the purchase order, it is required to open an incident case (ticket) through the designated channels. For the correct management and resolution of this situation, it will be necessary to attach the following information to the ticket:

1. Photographic or videographic evidence of the product actually received.

2. Complete and legible photograph of the shipping label attached to the packaging (box or bag).

3. Record of the shipment number, together with the barcode corresponding to the product originally ordered.

Procedure in case of Receipt of Incomplete Order

If the recipient notes the receipt of an incomplete order, an incident case (ticket) must be opened. To facilitate the management and shipment of the missing items, the following information is requested to be provided when attaching the ticket:

1. Photograph of the product(s) actually received.

2. Complete and legible photograph of the shipping label attached to the packaging (box or bag).

3. Record of the shipment number.

4. Barcode of the missing product(s) or, failing that, the precise designation of the missing accessory.

Procedure in case of Discrepancy between Invoiced Weight and Actual Weight of Shipments

In order to optimize efficiency in the delivery of express parcel services, an automated weight verification system is implemented using high-precision scanners. However, despite the technology used, we do not rule out the possibility of possible errors in weight determination.

It is recalled that the determination of the billable weight can consider both the physical weight and the volumetric weight of the shipment. In the event that the volumetric weight calculated is greater than the physical weight, the former will be applied for the calculation of the corresponding rate. For more information on the volumetric weight calculation methodology, please refer to the following link: Rates and Volumetric Weight

In those cases where an overweight charge is identified in your shipments, you are kindly requested to record the corresponding information in the designated electronic format and submit it through the incident management system (tickets).

Freight Claim Form for Weight Discrepancy

IMPORTANT: In compliance with the terms and conditions established for claims management, no claim requests for weight discrepancy will be accepted for shipments whose shipment date exceeds forty (40) days after shipment.

If a shipment is overweight (in favor of the customer), a credit will be applied to your virtual wallet, which will be processed within 10 business days of the following month.

If a shipment is underweight (in favor of Beeping), a charge will be applied to your virtual wallet, which will be processed within 10 business days of the following month.

Procedure in Case of Discrepancy between Recorded Delivery Status and/or Non-Receipt of Package by Recipient

While the delivery service is based on direct confirmation with the recipient, we recognize the possibility of operational errors that may lead to inconsistencies in recording the status of shipments. We understand the frustration and the potential economic and reputational implications that this situation may entail.

However, it is important to note that there is an established protocol for the recovery of packages reported as delivered but not received, which can be handled within a maximum period of ten (10) calendar days after the date on which the shipment appears as delivered in our systems.

To initiate the process of investigation and possible recovery of the package, it is essential to open an incident case (ticket) through the designated service channels, attaching the following information:

1. Proof of the recipient's formal claim, in legible photographic or digital format. Such proof must visibly include the recipient's telephone number or e-mail address, which must match the data provided in the original shipment information.

2. Correct identity document number (DNI) of the recipient.

IMPORTANT: 
In compliance with the terms and conditions established for claims management, no claim requests for discrepancy between the Registered Delivery Status and Package Non-Receipt will be accepted for shipments whose date exceeds seven (7) days after delivery.

In the event that recovery of the package is not feasible, a compensation procedure will be activated for the loss, misplacement or theft of the item. Payment of such compensation will be made within 10 business days from the first business day of the following month.

Procedure and Exclusions for Claims for Non-Compliance of Two Attempt Delivery Service

The courier service is designed to make two (2) delivery attempts to the specified address. The subsequent delivery will be made in accordance with the instructions provided in the resolution of the incident.

IMPORTANT: Claims for non-compliance with the two-attempt delivery service will not be accepted in the following circumstances:

1. Delivery Incident Not Resolved: When the shipment presents a delivery incident on the first attempt, and such incident is not resolved within forty-eight (48) hours of notification.

2. Return by Sender's Request: When the shipment has been returned to origin at the request of the sender (store).

3. Exceeded Delivery Attempts: When the shipment records more than two (2) delivery attempts made within the established business hours (8:00 am to 2:00 pm and 3:00 pm to 6:00 pm). It is important to take into account that not all geographic areas offer coverage for deliveries in the second schedule.

4. Availability of Collection: When, after the first delivery attempt, the package is available for collection by the recipient in a delegation, office or collection point (parcelshop).