{"id":4373,"date":"2025-07-24T09:21:08","date_gmt":"2025-07-24T07:21:08","guid":{"rendered":"https:\/\/www.zaslat.cz\/blog\/?p=4373"},"modified":"2025-07-24T09:21:09","modified_gmt":"2025-07-24T07:21:09","slug":"vratky-bez-starosti-co-musi-mit-kazdy-e-shop-v-poradku","status":"publish","type":"post","link":"https:\/\/www.zaslat.cz\/blog\/vratky-bez-starosti-co-musi-mit-kazdy-e-shop-v-poradku\/","title":{"rendered":"Vratky bez starost\u00ed: co mus\u00ed m\u00edt ka\u017ed\u00fd e-shop v po\u0159\u00e1dku"},"content":{"rendered":"\n<p><strong>Vr\u00e1cen\u00ed zbo\u017e\u00ed mo\u017en\u00e1 nepat\u0159\u00ed mezi obl\u00edben\u00e9 \u010d\u00e1sti podnik\u00e1n\u00ed. Z\u00e1kazn\u00edci na n\u011bj ale maj\u00ed pr\u00e1vo a pokud m\u00e1te podm\u00ednky nastaven\u00e9 f\u00e9rov\u011b a srozumiteln\u011b, vr\u00e1t\u00ed se v\u00e1m to. Nejen v podob\u011b zbo\u017e\u00ed, ale hlavn\u011b v d\u016fv\u011b\u0159e a opakovan\u00fdch n\u00e1kupech. Nav\u00edc se vyhnete zbyte\u010dn\u00fdm probl\u00e9m\u016fm p\u0159i kontrol\u00e1ch, st\u00ed\u017enostem i po\u0161kozen\u00ed reputace.<\/strong><\/p>\n\n\n\n<!--more-->\n\n\n\n<h2 class=\"wp-block-heading\"><strong>V\u00edte, \u017ee polovina e-shop\u016f d\u011bl\u00e1 chyby?<\/strong><\/h2>\n\n\n\n<p>Podle posledn\u00edch dat poru\u0161uje a\u017e <strong>52\u202f% e-shop\u016f<\/strong> s pou\u017eit\u00fdm zbo\u017e\u00edm pr\u00e1va spot\u0159ebitel\u016f.<\/p>\n\n\n\n<p>Nej\u010dast\u011bji se chybuje v t\u011bchto oblastech:<\/p>\n\n\n\n<ul>\n<li>nejasn\u00e9 podm\u00ednky pro vr\u00e1cen\u00ed zbo\u017e\u00ed<\/li>\n\n\n\n<li>nedodr\u017een\u00ed z\u00e1konn\u00e9 z\u00e1ruky<\/li>\n\n\n\n<li>nebo zav\u00e1d\u011bj\u00edc\u00ed ekologick\u00e1 tvrzen\u00ed<\/li>\n<\/ul>\n\n\n\n<p>A\u0165 u\u017e prod\u00e1v\u00e1te nov\u00e9 nebo pou\u017eit\u00e9 zbo\u017e\u00ed, plat\u00ed zde jasn\u00e1 pravidla: i u pou\u017eit\u00e9ho zbo\u017e\u00ed mus\u00ed b\u00fdt z\u00e1ruka (alespo\u0148 zkr\u00e1cen\u00e1, nap\u0159. na 12 m\u011bs\u00edc\u016f) a z\u00e1kazn\u00edk m\u00e1 pr\u00e1vo v\u011bd\u011bt, co kupuje.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>Zp\u0159\u00edsn\u011bn\u00fd dohled a v\u011bt\u0161\u00ed transparentnost<\/strong><\/h3>\n\n\n\n<p>V oblasti vratek a z\u00e1ruk se klade \u010d\u00edm d\u00e1l v\u011bt\u0161\u00ed d\u016fraz na <strong>transparentnost a soulad s legislativou<\/strong>. Pokud nab\u00edz\u00edte pou\u017eit\u00e9, repasovan\u00e9 nebo zlevn\u011bn\u00e9 zbo\u017e\u00ed, doporu\u010dujeme m\u00edt pravidla pro vratky i z\u00e1ruky dob\u0159e o\u0161et\u0159en\u00e1. Dob\u0159e nastaven\u00e9 podm\u00ednky pom\u00e1haj\u00ed budovat d\u016fv\u011bru a z\u00e1rove\u0148 v\u00e1s chr\u00e1n\u00ed v p\u0159\u00edpad\u011b kontroly nebo reklamace.<\/p>\n\n\n\n<figure class=\"wp-block-image size-large\"><img decoding=\"async\" src=\"https:\/\/www.zaslat.cz\/blog\/wp-content\/uploads\/online-nakupovani-1024x683.jpg\" alt=\"\"\/><\/figure>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>Co \u0159\u00edkaj\u00ed \u010d\u00edsla: Z\u00e1kazn\u00edci o\u010dek\u00e1vaj\u00ed jednoduch\u00e9 vr\u00e1cen\u00ed zbo\u017e\u00ed<\/strong><\/h2>\n\n\n\n<p>Podle pr\u016fzkum\u016f je vr\u00e1cen\u00ed zbo\u017e\u00ed jedn\u00edm z\u202fnej\u010dast\u011bj\u0161\u00edch d\u016fvod\u016f, pro\u010d lid\u00e9 v\u00e1haj\u00ed s\u202fn\u00e1kupem online. A\u017e <strong>67 % z\u00e1kazn\u00edk\u016f si p\u0159ed n\u00e1kupem ov\u011b\u0159uje, jak e-shop vratky \u0159e\u0161\u00ed<\/strong>. A \u010dtvrtina z\u00e1kazn\u00edk\u016f si n\u00e1kup rozmysl\u00ed, pokud jim obchod nevyjde vst\u0159\u00edc.<\/p>\n\n\n\n<p>V n\u011bkter\u00fdch detailech, jako je vr\u00e1cen\u00ed \u010d\u00e1stky za dopravu nebo kdo hrad\u00ed zp\u011btn\u00e9 po\u0161tovn\u00e9, panuj\u00ed \u010dasto nejasnosti. Jak tedy nastavit pravidla vratek tak, aby v\u0161echno sed\u011blo a z\u00e1kazn\u00edk m\u011bl jasno?<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>Co \u0159\u00edk\u00e1 z\u00e1kon: Z\u00e1kladn\u00ed pravidla pro vr\u00e1cen\u00ed zbo\u017e\u00ed<\/strong><\/h2>\n\n\n\n<p>Z\u00e1kazn\u00edk m\u00e1 podle z\u00e1kona <strong>pr\u00e1vo odstoupit od smlouvy do 14 dn\u016f od p\u0159evzet\u00ed zbo\u017e\u00ed<\/strong>. A to bez ud\u00e1n\u00ed d\u016fvodu. Pokud mu nesed\u00ed velikost, barva nebo si n\u00e1kup jednodu\u0161e rozmysl\u00ed, m\u00e1 pr\u00e1vo zbo\u017e\u00ed vr\u00e1tit. A to i v p\u0159\u00edpad\u011b, \u017ee zbo\u017e\u00ed rozbalil nebo pou\u017eil.<\/p>\n\n\n\n<p><strong>V jak\u00fdch p\u0159\u00edpadech m\u016f\u017ee z\u00e1kazn\u00edk zbo\u017e\u00ed vr\u00e1tit<\/strong><\/p>\n\n\n\n<ul>\n<li>Zbo\u017e\u00ed zakoupil online (ne v kamenn\u00e9 prodejn\u011b).<\/li>\n\n\n\n<li>Nejde o zbo\u017e\u00ed, kter\u00e9 podle z\u00e1kona vracet nelze (nap\u0159. rychle se kaz\u00edc\u00ed potraviny, personalizovan\u00e9 produkty).<\/li>\n\n\n\n<li>Kupuj\u00edc\u00ed je spot\u0159ebitel (ne firma).<\/li>\n\n\n\n<li>Od n\u00e1kupu neuplynulo v\u00edce ne\u017e 14 kalend\u00e1\u0159n\u00edch dn\u016f.<\/li>\n<\/ul>\n\n\n\n<p><strong>Spot\u0159ebitel m\u00e1 n\u00e1rok na vr\u00e1cen\u00ed pen\u011bz v\u010detn\u011b po\u0161tovn\u00e9ho za p\u016fvodn\u00ed doru\u010den\u00ed,<\/strong> a to do v\u00fd\u0161e nejlevn\u011bj\u0161\u00ed nab\u00edzen\u00e9 dopravy. N\u00e1klady na vr\u00e1cen\u00ed m\u016f\u017ee n\u00e9st i z\u00e1kazn\u00edk, ale pouze v p\u0159\u00edpad\u011b, \u017ee o tom byl p\u0159edem v\u00fdslovn\u011b informov\u00e1n.<\/p>\n\n\n\n<p>Po odstoupen\u00ed od smlouvy m\u00e1 z\u00e1kazn\u00edk <strong>14 dn\u016f na odesl\u00e1n\u00ed zbo\u017e\u00ed<\/strong>.<\/p>\n\n\n\n<p>E-shop m\u00e1 pak povinnost <strong>vr\u00e1tit pen\u00edze do 14 dn\u016f od ozn\u00e1men\u00ed o odstoupen\u00ed<\/strong> v\u010detn\u011b n\u00e1klad\u016f na dopravu. Chcete m\u00edt jistotu? S vr\u00e1cen\u00edm pen\u011bz m\u016f\u017eete po\u010dkat, dokud z\u00e1kazn\u00edk bal\u00edk neode\u0161le, nebo ho neobdr\u017e\u00edte. Z\u00e1kon to umo\u017e\u0148uje.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>Kdo tedy plat\u00ed dopravu?<\/strong><\/h3>\n\n\n\n<ul>\n<li><strong>Doprava od e-shopu k z\u00e1kazn\u00edkovi:<\/strong> E-shop vrac\u00ed z\u00e1kazn\u00edkovi n\u00e1klady, ale jen do v\u00fd\u0161e nejlevn\u011bj\u0161\u00edho zp\u016fsobu dopravy, kter\u00fd nab\u00edzel. Pokud si z\u00e1kazn\u00edk zvol\u00ed expresn\u00ed slu\u017ebu, vr\u00e1t\u00edte jen z\u00e1kladn\u00ed sazbu.<\/li>\n\n\n\n<li><strong>Doprava od z\u00e1kazn\u00edka zp\u00e1tky do e-shopu:<\/strong> Plat\u00ed ji z\u00e1kazn\u00edk jen pokud o tom byl v\u00fdslovn\u011b informov\u00e1n v obchodn\u00edch podm\u00ednk\u00e1ch. Pokud ne, hrad\u00ed n\u00e1klady e-shop.<\/li>\n\n\n\n<li><strong>Reklamace:<\/strong> Pokud je d\u016fvodem vr\u00e1cen\u00ed vada zbo\u017e\u00ed, n\u00e1klady na dopravu zp\u011bt hrad\u00ed v\u017edy e-shop.<\/li>\n<\/ul>\n\n\n\n<figure class=\"wp-block-image size-large\"><img decoding=\"async\" src=\"https:\/\/www.zaslat.cz\/blog\/wp-content\/uploads\/kuryr-dorucuje-balik-domu-1024x683.jpg\" alt=\"\"\/><\/figure>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>Co kdy\u017e je zbo\u017e\u00ed pou\u017eit\u00e9<\/strong><\/h2>\n\n\n\n<p>Vr\u00e1tit lze i pou\u017eit\u00e9 nebo rozbalen\u00e9 zbo\u017e\u00ed. Pr\u00e1vo na odstoupen\u00ed plat\u00ed i v p\u0159\u00edpad\u011b, \u017ee si z\u00e1kazn\u00edk v\u011bc doma vyzkou\u0161el, nap\u0159\u00edklad obul boty nebo rozbalil elektroniku. D\u016fle\u017eit\u00e9 je, \u017ee se zbo\u017e\u00edm zach\u00e1zel <strong>p\u0159im\u011b\u0159en\u011b<\/strong>.<\/p>\n\n\n\n<p>Pokud z\u00e1kazn\u00edk zbo\u017e\u00ed pou\u017e\u00edval v\u00edc, ne\u017e bylo nutn\u00e9 k vyzkou\u0161en\u00ed, m\u016f\u017eete jako e-shop v takov\u00e9m p\u0159\u00edpad\u011b pon\u00ed\u017eit vr\u00e1cenou \u010d\u00e1stku. Ale pozor, je pot\u0159eba to um\u011bt z\u00e1kazn\u00edkovi srozumiteln\u011b vysv\u011btlit a dolo\u017eit.<\/p>\n\n\n\n<p>A\u0165 u\u017e prod\u00e1v\u00e1te nov\u00e9 nebo pou\u017eit\u00e9 zbo\u017e\u00ed, p\u0159ehledn\u011b nastaven\u00fd proces vratek v\u00e1m u\u0161et\u0159\u00ed \u010das, starosti i reputa\u010dn\u00ed rizika.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>Jak si nastavit vratky v e-shopu krok za krokem<\/strong><\/h2>\n\n\n\n<ol>\n<li><strong>Napi\u0161te srozumiteln\u00e9 obchodn\u00ed podm\u00ednky.<\/strong>\n<ul>\n<li>Uve\u010fte p\u0159esn\u011b, do kdy m\u016f\u017ee z\u00e1kazn\u00edk zbo\u017e\u00ed vr\u00e1tit a kdo plat\u00ed dopravu.<\/li>\n\n\n\n<li>Pokud chcete, aby z\u00e1kazn\u00edk hradil zp\u011btnou dopravu, mus\u00edte to m\u00edt jasn\u011b uvedeno.<\/li>\n<\/ul>\n<\/li>\n\n\n\n<li><strong>Zve\u0159ejn\u011bte vzorov\u00fd formul\u00e1\u0159 pro odstoupen\u00ed.<\/strong>\n<ul>\n<li>M\u016f\u017ee b\u00fdt sou\u010d\u00e1st\u00ed e-mailu po n\u00e1kupu nebo dostupn\u00fd ke sta\u017een\u00ed na webu.<\/li>\n<\/ul>\n<\/li>\n\n\n\n<li><strong>Automatizujte proces.<\/strong>\n<ul>\n<li>Nastavte, aby z\u00e1kazn\u00edk mohl jednodu\u0161e zadat vratku, z\u00edskat instrukce a p\u0159\u00edpadn\u011b i zp\u011btn\u00fd \u0161t\u00edtek. <a href=\"https:\/\/app.zaslat.cz\/login\">Mana\u017eer z\u00e1silek<\/a> v\u00e1m s t\u00edm pom\u016f\u017ee a vy vy\u0159\u00edd\u00edte vr\u00e1cen\u00ed zbo\u017e\u00ed na p\u00e1r kliknut\u00ed.<\/li>\n<\/ul>\n<\/li>\n\n\n\n<li><strong>Zjednodu\u0161te odesl\u00e1n\u00ed zbo\u017e\u00ed.<\/strong>\n<ul>\n<li>Nab\u00eddn\u011bte v\u00edce mo\u017enost\u00ed dopravy jako pod\u00e1n\u00ed p\u0159es Z\u00e1silkovnu, PPL, boxy\u2026 A ide\u00e1ln\u011b i mo\u017enost v\u00fdb\u011bru dopravce. V <a href=\"https:\/\/app.zaslat.cz\/login\">Mana\u017eeru z\u00e1silek<\/a> na v\u00e1s \u010dek\u00e1 10 spolehliv\u00fdch dopravc\u016f.<\/li>\n<\/ul>\n<\/li>\n\n\n\n<li><strong>Myslete na komunikaci.<\/strong>\n<ul>\n<li>E-maily o vratk\u00e1ch pi\u0161te stru\u010dn\u011b, s jasn\u00fdm odkazem, kde najdou podrobnosti.<\/li>\n<\/ul>\n<\/li>\n<\/ol>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>Jak prob\u00edh\u00e1 vr\u00e1cen\u00ed zbo\u017e\u00ed p\u0159es Zaslat?<\/strong><\/h2>\n\n\n\n<p>Nechcete \u0159e\u0161it zp\u011btn\u00e9 \u0161t\u00edtky? Z\u00e1kazn\u00edk chce pohodln\u011b vr\u00e1tit bal\u00edk odkudkoli? Nab\u00eddn\u011bte mu mo\u017enost vr\u00e1cen\u00ed p\u0159es <a href=\"https:\/\/www.zaslat.cz\/\">Zaslat<\/a>. Z\u00e1kazn\u00edk si s\u00e1m vybere z v\u00edce ne\u017e 10 dopravc\u016f a 22 000 v\u00fddejn\u00edch m\u00edst a box\u016f. Podle toho, co mu vyhovuje nejv\u00edc \u2013 t\u0159eba nejbli\u017e\u0161\u00ed box cestou z pr\u00e1ce nebo kur\u00fdra, kter\u00fd si bal\u00edk vyzvedne doma. A pokud u\u017e vyu\u017e\u00edv\u00e1te <a href=\"https:\/\/app.zaslat.cz\/login\">Mana\u017eer z\u00e1silek<\/a>, m\u016f\u017eete si cel\u00fd proces automatizovat. <strong>Vratky vy\u0159\u00edd\u00edte na p\u00e1r kliknut\u00ed<\/strong>, bez p\u0159episov\u00e1n\u00ed adres nebo \u0161t\u00edtk\u016f.<\/p>\n\n\n\n<figure class=\"wp-block-image size-full\"><a href=\"https:\/\/www.zaslat.cz\/business\"><img decoding=\"async\" src=\"https:\/\/www.zaslat.cz\/blog\/wp-content\/uploads\/utecte-konkurenci.png\" alt=\"\"\/><\/a><\/figure>\n","protected":false},"excerpt":{"rendered":"<p>Vr\u00e1cen\u00ed zbo\u017e\u00ed mo\u017en\u00e1 nepat\u0159\u00ed mezi obl\u00edben\u00e9 \u010d\u00e1sti podnik\u00e1n\u00ed. Z\u00e1kazn\u00edci na n\u011bj ale maj\u00ed pr\u00e1vo a pokud m\u00e1te podm\u00ednky nastaven\u00e9 f\u00e9rov\u011b a srozumiteln\u011b, vr\u00e1t\u00ed se v\u00e1m to. Nejen v podob\u011b zbo\u017e\u00ed, ale hlavn\u011b v d\u016fv\u011b\u0159e a opakovan\u00fdch n\u00e1kupech. Nav\u00edc se vyhnete zbyte\u010dn\u00fdm probl\u00e9m\u016fm p\u0159i kontrol\u00e1ch, st\u00ed\u017enostem i po\u0161kozen\u00ed reputace.<\/p>\n","protected":false},"author":2,"featured_media":4378,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"inline_featured_image":false,"_uag_custom_page_level_css":"","site-sidebar-layout":"default","site-content-layout":"default","ast-global-header-display":"","ast-main-header-display":"","ast-hfb-above-header-display":"","ast-hfb-below-header-display":"","ast-hfb-mobile-header-display":"","site-post-title":"","ast-breadcrumbs-content":"","ast-featured-img":"","footer-sml-layout":"","theme-transparent-header-meta":"","adv-header-id-meta":"","stick-header-meta":"","header-above-stick-meta":"","header-main-stick-meta":"","header-below-stick-meta":""},"categories":[7,25],"tags":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v20.2.1 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Vratky bez starost\u00ed: co mus\u00ed m\u00edt ka\u017ed\u00fd e-shop v po\u0159\u00e1dku<\/title>\n<meta name=\"description\" content=\"Z\u00e1kazn\u00edci maj\u00ed pr\u00e1vo na vr\u00e1cen\u00ed zbo\u017e\u00ed a pokud m\u00e1te podm\u00ednky nastaven\u00e9 f\u00e9rov\u011b a srozumiteln\u011b, vr\u00e1t\u00ed se v\u00e1m to. 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