Introduction

The Billie Shipping Policy will be valid only for all Billie B2B Pay by Invoice Merchants. In cases of a Partner Integration, e.g. Klarna, Mollie, Adyen, other Partners, the respective Partner Shipping Policy applies.

The Billie Shipping Policy shall provide the Merchant Company with guidance of how to perform the shipment to be eligible for protection against fraudulent disputes or chargebacks as a consequence of a Buyer Company’s claim or complaint.

This Shipping Policy may provide protection for the Merchant Company in relation to claims where the following Buyer Company’s complaints are made:

• ‘Item not received’: Buyer Company alleges to Billie in relation to a Claim, or part of a Claim, that the item(s) purchased have not been received.
• ‘Faulty goods’: Buyer Company alleges to Billie in relation to a Claim, or part of a Claim, that the item(s) purchased have been received with severe damages that happened during shipment
• ‘Return’: Buyer Company alleges to Billie in relation to a Claim, or part of a Claim, that the item(s) purchased and afterward returned to the Merchant have not been received by the Merchant.
• ‘Unauthorized transaction’: Buyer Company alleges to Billie that a Claim has not been placed by them.

The scenarios described above are hereinafter referred to as Dispute(s).

Billie reserves the right to change these Shipping Terms at any time.

General Requirements

Whenever a Buyer Company purchases goods from a Merchant Company using Billie’s payment method “Pay by Invoice”, the Merchant Company accepts responsibility for delivery of the goods, as outlined in this document.

The Merchant Company shall safely store information related to the delivery (tracking number, proof of delivery, third-party authorization and identification) for at least three months and, upon request, provide such information to Billie. A valid proof of delivery must contain certain information, like, for example, the date and the signature of the person receiving the goods (please refer to the Annex at the bottom of the page, under “valid proof of delivery”).

The general requirements are:

• The disputed Claim must be related to an order of physical, tangible item(s); and
• The Merchant Company has to provide Proof of shipment or Proof of delivery which meet the requirements set out in Annex (Proof of Shipment or Delivery); and
• The Merchant Company has shipped the ordered item(s) to the Buyer Company’s shipping address, as approved at the time of purchase. For clarity, if the Buyer Company has chosen a diverging delivery address in the check-out process, the address may not be changed again later and delivery may not be redirected during the delivery process; and
• The Merchant Company must respond to Billie’s requests for documentation and other order-related information within 7 days of receiving an email with Billie’s request. If the Merchant Company does not respond to Billie’s requests within the time requested, Billie will decide a dispute in favor of the Buyer Company. This decision could have a total or partial chargeback of the invoice as a consequence; and
• If the Claim involves pre-ordered or made-to-order items, the Merchant Company must ship within the timeframe specified to the Buyer Company.

A Merchant Company can choose to deliver goods itself or to have the goods delivered by a third-party delivery service, such as DHL, Hermes, DPD, FedEx etc.
Regardless of the delivery method used, the following rules apply:

• The goods must be shipped to the delivery address provided by the Buyer Company during checkout, providing a tracking number that allows Billie and/or the Buyer Company, to track the delivery online by Billie and/or the Buyer Company,
• Upon request, the Merchant Company will provide to Billie the tracking ID and the additional information/proofs listed in the Annex at the bottom of the page in a timely manner (7 days).

IIn a case of a ‘Goods Not Received’ Complaint, the Merchant Company must meet the General Requirements listed under “Annex - Valid proof of delivery” (you can find this at the bottom of the page).
In the case of an ‘Unauthorized Transaction’ Complaint, the Merchant Company must meet both the General Requirements and the additional requirements listed below:

• The order must have been approved by Billie at the time of purchase.

In the case of a claim or dispute raised by the Buyer Company, Billie will take the final decision based on the coverage and eligibility requirements, any information or documentation provided during the resolution process, and/or any other information Billie deems relevant and appropriate under the circumstances.

Return Policy

If the Buyer Company returns the order (or parts of it), the Buyer Company has to follow the same instructions for the return as the Merchant Company for their shipment. The Buyer Company has to be able to provide a Valid Proof of Shipment (according to Annex “Valid Proof of Shipment”).

If the Proof of Shipment shows that the return has arrived, the Merchant Company has to cancel/update the invoice accordingly. If the Merchant claims that they haven't received the goods, they have to cancel/update the invoice and start an investigation with the delivery company. If, at the end of the investigation, it turns out that it’s the Buyer Company's obligation, then the Merchant Company will create a new invoice for the Buyer to pay for the goods.

Please be aware of the different scenarios regarding returns:

• The Merchant Company provides the Buyer Company with a return label → the Buyer Company can provide a valid proof of shipment, then the Merchant Company is responsible for the return shipment.
• The Buyer Company has to send back the goods at their cost and can provide a Valid Proof of Shipment. In this case, the Merchant Company is responsible for the return shipment.
• The Buyer Company has to send back the goods at their cost and cannot provide a Valid Proof of Shipment (for example, returning goods without tracking ID). In that case, the Buyer Company is responsible for the shipping. If the Merchant Company does not receive the goods (for example, the package got lost or arrived empty), the Buyer Company should start an investigation with the delivery company and may have to pay the invoice .

Annex

Establishing Valid Proof of Shipment or Delivery.

Valid Proof of Shipment
Online or physical documentation from the shipping company that includes:

• Tracking ID
• Date of shipment (YYYY-MM-DD)
• An address for the recipient that matches the shipping address data approved by Billie at the time of purchase / provided by Merchant Company in case of return; and
• An address for the recipient showing at least the city/province, city/country, or postal/zip code (or international equivalent).

Valid Proof of Delivery

Online or physical documentation from the Merchant Company or from a shipping company that includes:

• Tracking ID
• Date of delivery (YYYY-MM-DD) and delivery status; and
• An address for the recipient that matches the shipping address data approved by Billie at the time of purchase; and
• An address for the recipient showing at least the city/province, city/country, or postal/zip code (or international equivalent); and
• Signature confirmation by the individual receiving the goods. Signature confirmation exists as online documentation, viewable at the shipping company’s website, indicating that the item was signed for.

OR;
Online or physical documentation of ID verification from an employee or authorized person of the Merchant Company or from a shipping company that includes:

• Date of delivery (YYYY-MM-DD) and delivery status; and
• Printed confirmation of a physical ID check of the person receiving the goods; and
• Printed name or employee ID of the person performing the ID check; and
• Type of ID presented.