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For domestic shipments (delivery within France): depending on your terms and conditions, returns may be paid for by you or by your customer. Your customer will contact you to find out the return procedure and will inform HexaGO, who will arrange for the package to be returned. 

For international shipments (deliveries from France to overseas territories or other countries): the recipient is responsible for the cost of returning goods. You are not responsible for covering the cost of returns.
Please note: if you are contacted directly by your customer regarding an international or overseas return, you must not send a return label and you must ask your customer to contact HexaGO customer service. 

For domestic shipping, your customer must track the delivery of their package using the tracking link you provide. If they notice that the package has not been delivered, they should contact you. 
As soon as the package is received and processed by HexaGO, your customer will receive a notification from HexaGO.
If the package arrives damaged at the transit address in Marseille, your customer will be informed by HexaGO and should contact you directly.

Your customer must contact HexaGO and file a claim. You do not need to intervene; the HexaGO teams will take care of everything.

Your Colissimo sales representative remains your primary contact.
For any technical questions regarding the configuration or installation of the widget, please contact the HexaGO technical team.

This information is necessary to define the list of collection points (post offices, local shops, lockers) that will be open on the date of delivery of the parcel and during the time the parcel is held.
The order preparation time is set by default to 3 working days. If you do not change it, this value will be taken into account.
You can also enter your order preparation time in your call parameters, in which case the value entered in the parameter will take precedence over the Back Office.