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Jaminan Makanan Aman & Klaim Produk Rusak / Basi dan Hilang di PaxelMarket

Guaranteed Food Safe & Claims for Damaged / Stale and Lost Products on PaxelMarket

PaxelMarket has a Safe Food Guarantee feature and as a buyer you can claim that the product is damaged / stale and lost. Let's, see the explanation!

Jaminan Makanan Aman adalah fitur terbaru dari Paxel yang menjamin pengiriman makanan Kamu dapat sampai dengan baik untuk dapat Kamu nikmati. PaxelMarket sebagai platform wisata kuliner nusantara di bawah naungan jasa pengiriman Paxel sangat erat kaitannya dengan Jaminan Makanan Aman.

Jaminan Makanan Aman di PaxelMarket

Fitur Jaminan Makanan Aman ini meliputi:

1. Penanganan Makanan Beku

Paxel menyediakan fasilitas freezer di lokasi transit Paxel Point dan truk pendingin untuk luar kota dengan suhu -2 s/d 5 derajat Celcius, untuk memastikan pesanan Kamu aman dan terjaga dengan baik. Sementara itu, sebagai seller perlu mengemas paket dengan baik dan kedap air, dan pastikan paket tahan 4 jam di suhu ruang.

2. Penanganan Makanan Mudah Rusak (Buah, Sayuran)

Paxel menyediakan fasilitas chiller di titik transit dan truk pendingin untuk luar kota, dan memastikan pesanan Kamu aman. Sehingga sebagai seller perlu memastikan kemas paket dengan rapi dan baik.

3. Penanganan Makanan Tahan Lama

Paxel menangani pesanan makananmu dengan baik selama proses pengiriman. Untuk itu, sebagai seller perlu mengemas produk dengan rapi dan aman untuk ditaruh di suhu ruang.

Dengan adanya fitur ini, makanan dan minuman yang dikirim ke dalam hingga luar kota bisa sampai dalam kondisi aman bahkan tetap beku (untuk frozen food) sehingga layak dikonsumsi oleh pembeli. Tentunya didukung dengan packaging yang baik dan benar sesuai dengan jenis makanan atau minuman yang dikirim ya!

Proses Pengajuan Klaim Produk Rusak / Basi dan Hilang di PaxelMarket

Nah, bagaimana jika produk yang Kamu pesan sampai dalam kondisi rusak / basi dan hilang? Tenang, apabila Kamu mengalami kendala paket rusak / basi dan hilang, Kamu bisa mengajukan klaim kepada kami.

1. Klaim Paket Rusak

- Pengajuan klaim paket rusak bisa dilakukan apabila paket sudah terkemas dengan baik untuk proses pengiriman dan jenis barang sudah tahan di 14 jam di suhu luar ruang

- Untuk paket basi, jika penerimaan paket tidak sesuai estimasi pada aplikasi, tidak termasuk status undelivery jika ada kesepakatan tertentu oleh kurir / hero

Info lengkap tips packing bisa kamu cek di FAQ > Tips packing aman atau di sini

- Pengajuan klaim paket rusak dan basi bisa dilakukan maksimal 3x24 jam setelah status paket diterima di alamat tujuan dengan kelengkapan data yang sudah sesuai. Apabila laporan pengajuan klaim lewati batas maksimal tersebut, maka Paxel berhak untuk tidak melanjutkan proses pengajuan

Dokumen yang perlu Kamu siapkan:

  1. Foto bukti paket rusak atau basi
  2. Transaksi pembelian barang, seperti: Nomer AWB/Resi (contoh : CO.PM3-2023xxxxxxx / CO.PMARKET-2023xxxxxxx); Invoice / screen capture dari apikasi (contoh nomor order invoice : PXM230203xxxxxxxxxxxxx-O4YTBM)
  3. Identitas (KTP/SIM)

2. Klaim Paket Hilang

- Pengajuan paket hilang bisa dilakukan maksimal 3x24 jam dari tanggal estimasi paket seharusnya tiba di alamat tujuan. Apabila laporan pengajuan klaim melewati batas maksimal tersebut, maka Paxel berhak untuk tidak melanjutkan proses pengajuan.

- Dokumen yang perlu Kamu siapkan:

  1. Transaksi pembelian barang, seperti: Nomer AWB/Resi (contoh : CO.PM3-2023xxxxxxx / CO.PMARKET-2023xxxxxxx); Invoice / screen capture dari apikasi (contoh nomor order invoice : PXM230203xxxxxxxxxxxxx-O4YTBM)
  2. Identitas (KTP/SIM)
  3. Foto barang

Kamu bisa melakukan klaim produk rusak / basi dan hilang dengan cara berikut:

  1. Menyiapkan dokumen yang dibutuhkan seperti tertera di atas
  2. Mengisi form pengajuan klaim di sini
  3. Apabila dokumen Kamu tidak lengkap, Tim Claim / Customer Empathy kami akan menghubungi Kamu untuk melengkapi dokumen dengan batas waktu sampai dengan 2x24 jam dari saat kami menghubungi Kamu
  4. Proses validasi akan dilakukan 2x24 jam sejak formulir dan dokumen lengkap kami terima
  5. Proses klaim hanya di hari kerja (Senin - Jumat)
  6. Proses pembayaran akan diselesaikan 1x24 jam setelah semua dokumen lengkap dan validasi oleh tim kami, mengingat Tim Claim Paxel melakukan 2 kali transaksi (Siang dan Sore) per harinya
  7. Nominal yang akan diganti hanya nominal pembelian barang bukan imateril

Untuk kondisi tertentu seperti: jika produk yang diklaim pembeli tersebut salam tempel AWB, namun pembeli sudah mengkonsumsi salah satu produk dan ternyata menerima paket yang salah, maka paket tersebut tidak diambil oleh Hero. Pasalnya, paket hanya akan diambil oleh Hero jika barang / produk dalam kondisi basi / rusak.

Info lanjut terkait proses klaim dapat menghubungi Hera atau Customer Empathy melalui:

*Hera merupakan asisten personal chat Paxel yang siap memberikan pelayanan terbaik kepada pelanggan melalui bantuan dan informasi terkait layanan Paxel.

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