Suppliers with their own warehouse: report returns with issues
This procedure applies to suppliers with their own warehouse who receive returns managed by the transport companies TIPSA and GLS.
If you receive a return with any issues, you must report it to the Dropea team so that the corresponding claim can be processed.
📅 Deadline:
The report must be made within 30 days of receiving the return .
The report must be made within 30 days of receiving the return .
⚠️ What cases can you report?
- 📦 Cross-order return: the product received does not match the original order.
- 📭 Incomplete return: units, pieces or accessories are missing from the order.
- ⚠️ Damaged/affected return: the product or its packaging shows obvious physical damage (breaks, crushing, dents) suffered during transport.
📸 Mandatory evidence
To process your claim with TIPSA or GLS , you must send the following photographs:
- Package label: It must be taken from the front, completely clear and legible. The tracking number, recipient details, and order ID must be fully visible.
- Outer packaging: You must show the complete outer packaging (box or bag) in the exact condition in which it was delivered by the delivery person.
- Product received: detailed photos of the merchandise received where the anomaly is clearly visible (crossed/different product, missing units or physical damage).
⚠️ Important:
The shipping company requires clear and unambiguous photographic evidence. Blurry, cropped, or illegible photos will invalidate the claim and result in its automatic rejection.
The shipping company requires clear and unambiguous photographic evidence. Blurry, cropped, or illegible photos will invalidate the claim and result in its automatic rejection.
🖼️ Example of correct evidence
📩 Information for submitting the report
When reporting the incident to the Dropea team, please include:
- Type of incident: clearly specify if it is a Cross Return, Incomplete Return or Damaged Return.
- Order ID: Unique identifier of the order in question.
- Tracking ID: tracking code or carrier waybill number (if available)
- Brief description: a concise and objective explanation of what happened with the package or product.
- Attachments: Please attach the required photographs without exception.
✅ Process completed:
Once all the information has been sent, the Dropea team will be able to manage the claim with the corresponding transport company.
Once all the information has been sent, the Dropea team will be able to manage the claim with the corresponding transport company.