App – Frequently Asked Questions
HERE ARE 18 OF THE MOST FREQUENTLY ASKED QUESTIONS AND ISSUES ENCOUNTERED WHEN SHOPPING IN THE RESERVED APP:
1. What should I enter in the “username” field?
Your username is the email address you used to log in to your customer account on the website. The password is the same as well.
2. Are my login details in the app the same as on the website?
Yes. Your username is your email address, which you used to log in to your customer account on the website. The password is the same as when logging in via the website.
3. Why can’t I download the app even though I’m in the United Kingdom?
Your device location and the app’s operating region are not the same. To download the app, you need to change the location in the Google Play Store.
4. Can I change the app language to another one?
The app is currently available in several countries and operates in the local languages used there. Unfortunately, changing the language is not yet possible. In the settings, you can change the region, and all currently available regions where the app operates are listed there.
5. Where can I view my return history?
You can check your return history in the “Orders and returns” section. There you will find all the details related to your return, such as its status, returned items, and the refund amount.
6. Can I edit my personal details?
In the “Personal details” section, you can edit information such as your first name, last name, date of birth, phone number, and email address. Once you have finished, remember to save your changes.
7. Can I change my email address?
In the “Personal details” section, you can change the email address used for order-related communication. Unfortunately, it is not possible to change your login details.
8. How can I complete my payment?
The option to complete an interrupted payment is available via the website. Please log in to your customer account and find your latest order in the order history. In the “Details” section, you will find the “Complete payment” button. In the next step, you will be redirected to the payment provider’s page. Please note that orders not paid within 24 hours are automatically cancelled.
9. How can I sign up for an availability notification in the app? / If a product becomes available again and I’ve signed up for a notification, will I receive it in the app?
If the product you’re interested in is unavailable, it’s worth using the availability notification option. The unavailable size will be shown in grey, and next to it you will find the “Notify me when available” button. After selecting it, you will be asked to confirm the email address to which a notification will be sent when the product is back in stock.
Information about the availability of the product you expressed interest in will be sent to the email address you provided.
10. How can I track my order in the app?
After placing an order, you can monitor its status in the “Order history” section. When the status changes, the app will send you a notification. At the same time, you will also receive this information at the email address you provided.
11. Are purchases made in physical stores also visible in the app?
Any purchase made in a physical store where you scanned your RE-ID code will be visible in your purchase history in the app. Additionally, the data saved in the app serves as proof of purchase, so you do not need to present a receipt when making a return.
12. How can I remove a product from the basket?
To remove a product from the basket, swipe from right to left. When the red “Remove” button appears, tap it.
13. How can I register a return in the app?
If the ordered products did not meet your expectations, you can return them within 30 days from the date of receiving the parcel. To register a return, please find the relevant order number in your purchase history. At the bottom of the order summary page, you will find the “Return” button. After selecting it, you will be able to choose the products, their quantity, and the reason for the return. Once you submit the return form, you will receive a confirmation at your email address.
14. Can I change the payment method after selecting it?
Currently, the app does not offer the option to change the payment method. However, if you have an account in the Reserved app and on the Reserved website, you can complete your order on the website and choose a different payment method there. With products in your basket in the app, click “Proceed to checkout”. Then log in to your account on the Reserved website, where your basket will be saved. You can complete the transaction there, with more payment methods available.
15. What is RE-ID? / Where can I find RE-ID?
After opening the app, you will find a barcode icon in the top right corner – this is your RE-ID code. Once it is scanned, your purchase will be saved in your purchase history. Additionally, you can make a return without presenting a receipt – simply show the purchase screen in the app.
RE-ID is your individual code linked to your customer account. Once it is scanned, your purchase will be saved in your purchase history. Additionally, you can make a return without presenting a receipt – simply show the purchase screen in the app.
16. Can I share my RE-ID code with someone else?
You can share your RE-ID code by logging into your customer account on another phone or by allowing someone else to use your device. Please note that by sharing your code, purchases made by others will also appear in your order history.
17. Do I need to have location services enabled when using the app?
Enabling location services is not required when using the app. However, it can be helpful when selecting a collection point – the app will suggest the nearest locations based on your enabled location. You can also enter these details manually or edit them after they have been filled in automatically.
18. If I scan the code from the app, do I need to present a receipt when making a return?
We encourage you to scan your RE-ID code when shopping in our store. This way, your purchase details will be saved in your history, allowing you to make a return without a receipt. Simply show the purchase information to a member of our staff.