支持常见问题解答

Depending on the delivery address of the recipient, you can choose from different shipping methods.

Our goods are dispatched as fast as possible. If you do not want your order to be dispatched at the next possible date, you can enter a later date (desired dispatch date) during the completion process. The actual dispatch date will be given in the order confirmation.

In the ‘Orders’ section 1 select your desired order 2.

In the detail view in the ‘Order history’ tab 3 you will find the current status of your order.

If your order has already left our facility, in the ‘Deliveries’ tab 4 the current delivery status can be tracked via the forwarder’s tracking link 5.

如果送货与订单不符（如数量错误、商品错误、包装损坏、产品缺陷等），则属于投诉。如果交付的商品与订单相符，但您不再需要这些商品，则属于退货。

如需提交投诉，请登录Meusburger门户网站，进入您的账户，点击“订单”选项卡，然后选择“已完成”。选择相应的订单。在此处，您可以选择具体商品进行投诉。如果您想对整个订单提出投诉，请点击右上角的“整个订单…”按钮，然后选择“提交投诉”。在这段简短的视频指南中，您可以了解如何提交投诉。

要开始退货流程，请登录 Meusburger 门户网站的个人账户，进入“订单”标签页，并选择“已完成”。请选择您要退货的订单。在此处，您可以选择具体商品进行退货。如果您希望对整个订单进行退货，请点击右上角的“整个订单…”按钮，然后选择“退货”。在这段简短的视频指南中，您可以了解如何申请退货。

请注意，只有在最近 6 个月内交付给您的产品才能退货。根据您的要求定制的商品不能退货。退货运费由您（客户）承担。

揽件日期是指货物可以从您处取货的日期。如果您自行安排退货，揽件日期不是必填项。如果货物由 Meusburger 安排揽件，则实际揽件日期将显示在退货单上。在这两种情况下，请等待我们的退货单，并将其与货物一起附上。如果没有退货单，我们将无法处理退货。如果缺少退货单，我们将收取 25 欧元/瑞士法郎的管理费。

如果退货，您将收到发票金额减去相关费用后的贷项通知单。不能通过银行转账退款。贷项通知单将在我们收到退货商品后发出。只有在检查过程中发现是全新的物品才能退款。

In the detail view of each offer/order, you will find all related documents such as the quote, the order confirmation, the delivery note, the invoice and the credit note in the ‘Documents’ tab 1. You can also download the documents in this tab. To do so, select the desired document 2 and click on the ‘Download’ button 3.

In the shopping cart or a parts list, you can add information per position via the notes (e.g. project number, internal item number), which will then be printed on the receipts and the respective label on the packaging. This information is only relevant for you as the customer, not for Meusburger as the supplier.

There are different ways you can use the parts list in the Meusburger portal.
This video introduces the key points.

In the shopping cart or in a parts list, you can get to the item import via button 1.

Here you can add items to the shopping cart/parts list via the search fields 2. You can add notes 3, adjust the quantity 4, and add more position rows to the list 5. Single rows can be deleted using the trash can icon 6 and the entire list using the ‘Delete all rows’ button 7.

The item import allows you to easily import Excel spreadsheets into the portal. This not only saves you time, but also reduces errors and maximises convenience. Learn how to use the item import in this video.

In order to upload MEU files from the offline catalogue in the item import, select the ‘MEU file’ tab 1. Use the drag-and-drop field 2 to upload the desired file.

You can then add your items to the list 3. Then click 4 to add the items to your shopping cart / parts list.