You can manage your orders in the Lengow platform.
Order retrieval
Lengow retrieves orders placed on the BricoBravo's website:
- every 15 minutes over the last hour.
- once a day for updates over the last 2 days.
Order processing
Orders go through various statuses in Lengow while being processed.
Orders statuses
| Lengow Status | BricoBravo Status | Possible Actions at this status |
|---|---|---|
| waiting_shipment | paid | - "ship" action requires: • "carrier" (must be from the predefined list approved by BricoBravo) • "tracking_url" • "tracking_number" |
| shipped | completed | ❌ No action possible |
| to_refund | to_refund | ❌ No action possible |
| refunded | refunded | ❌ No action possible |
Multiple Tracking Values
If an order is split into multiple shipments, the tracking_url and tracking_number fields can contain multiple values. Each value must be separated by a comma (,). Please ensure the sequence of the values matches exactly between the Tracking URL and Tracking Number fields.
Return / Refund
On BricoBravo, customers have a 30-day right of withdrawal from the delivery date.
- Italian Warehouses: The customer is responsible for return shipping costs.
- Non-Italian Warehouses: The seller must cover all return shipping costs, with no deductions allowed on the initial price.
Best Practice: Physical returns for withdrawals are rare. To avoid the logistical hassle of a return, BricoBravo strongly encourages sellers to offer a partial refund to incentivize the customer to keep the product.
Customer messages
Customer claims and messages are managed via tickets exclusively within the BricoBravo Seller Hub - not through Lengow or other external integrations. Make sure to check it daily.
To reply: You must log directly into your Seller Hub account to respond. All communication must be in Italian.
Escalation: If a ticket remains unresolved after 3 calendar days, the customer can open a complaint, which escalates the case to BricoBravo for intervention.
See attached the Procedure for managing Tickets and Claims provided by BricoBravo.
Billing
The billing ("Fatturazione") section of your BricoBravo Seller Hub provides a detailed summary of your monthly fees and calculations for completed orders.
This section will only appear in your account after you process your first orders on BricoBravo.
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