A parcel was not collected and has gone back to DAGOBA, what should I do?

Short answer: The buyer writes to us using the shop's customer-service form to ask for a re-dispatch, which they pay for: the shipping costs again, plus a €7.50 inc. tax handling fee.

The collection deadline, and what happens after it

A deposited parcel does not wait forever: 7 days at a Point Relais, 3 days in a Pickup locker. Past that, the carrier sends it back to DAGOBA.

From then on the order is neither cancelled nor refunded: the products were made for that buyer. What remains possible is a re-dispatch, at the buyer's expense:

the shipping costs a second time, in the same amount as the first shipment;
a flat €7.50 inc. tax for handling the parcel at the dispatch centre.

These are the terms of the terms of sale the buyer accepted when ordering.

What to advise your members

Open the shop's messages. An email goes out as soon as the parcel reaches the pickup point, then an SMS reminder.
Collect the parcel within the deadline — 7 days at a Point Relais, 3 days in a Pickup locker.
If the parcel has already gone back, write to us using the shop's customer-service form to arrange the re-dispatch.

If a member asks you, the order's details tell you where their parcel stands: the Delivery tracking section shows Awaiting pickup, then Final pickup notice as the deadline approaches, then Returning to sender.

The order's status does not move in this case: it stays on Pending. It is the delivery tracking, not the pill, that carries the information.

The other tracking events

Delivery issue flags a problem the carrier ran into — incomplete address, pickup point closed, parcel damaged. There too, it is the buyer who writes to us using the shop's customer-service form, with their order number.

Going further

How do I track an order's parcel — where to read these events.
Deposited or Delivered — what is the difference — why an order stays "Deposited" until someone collects the parcel.