{"id":129,"date":"2019-08-21T12:01:47","date_gmt":"2019-08-21T12:01:47","guid":{"rendered":"https:\/\/snailelockers.com\/fr\/?page_id=129"},"modified":"2020-04-15T09:45:05","modified_gmt":"2020-04-15T09:45:05","slug":"questions-frequemment-posees","status":"publish","type":"page","link":"https:\/\/snailelockers.com\/fr\/questions-frequemment-posees\/","title":{"rendered":"Questions fr\u00e9quemment pos\u00e9es"},"content":{"rendered":"<section class=\"container-flud support pdg clearfix\">\n<h1>ASSISTANCE FRAN\u00c7AISE ET ANGLAISE<\/h1>\n<div class=\"pdg clearfix top-content\">\n<h2>Merci pour votre visite<\/h2>\n<p>Votre question ou pr\u00e9occupation est tr\u00e8s importante pour nous. Veuillez consulter la liste des questions les plus fr\u00e9quemment pos\u00e9es ci-dessous. Si vous ne trouvez pas la r\u00e9ponse \u00e0 votre question, veuillez contacter Snaile ci-dessous. Un de nos repr\u00e9sentants vous contactera dans les plus brefs d\u00e9lais. ,<\/p>\n<\/div>\n<div class=\"brochure clearfix\">\n<ul class=\"top-content clearfix\">\n<li><a href=\"https:\/\/docs.wixstatic.com\/ugd\/7dbf07_27a8ff102f6144cf961fac724e9cd93f.pdf\" target=\"_blank\" rel=\"\">Instructions \u2013 Parcel Collection<\/a><\/li>\n<li><a href=\"https:\/\/docs.wixstatic.com\/ugd\/7dbf07_4faaadb3c6154589b5ee53fb3ec5d4eb.pdf\" target=\"_blank\" rel=\"\">Instructions \u2013 Collection de colis<\/a><\/li>\n<li><a href=\"https:\/\/docs.wixstatic.com\/ugd\/7dbf07_0c59f9196b4a4a32bd40a523980231ba.pdf\" target=\"_blank\" rel=\"\">Instructions \u2013 Parcel Deposit<\/a><\/li>\n<\/ul>\n<\/div>\n<div class=\"container\">\n<div class=\"content\">\n<h2 class=\"title-h2\">FAQs<\/h2>\n<ul class=\"nav nav-tabs\">\n<li class=\"active\"><a data-toggle=\"tab\" href=\"#home\">COLLECT FAQs \/ La collecte et questions fr\u00e9quemment pos\u00e9es<\/a><\/li>\n<li><a data-toggle=\"tab\" href=\"#menu1\">DEPOSIT FAQs | Les d\u00e9p\u00f4t et questions fr\u00e9quemment pos\u00e9es<\/a><\/li>\n<\/ul>\n<div class=\"tab-content\">\n<div id=\"home\" class=\"tab-pane fade in active\">\n<div class=\"panel-group\" id=\"accordion\">\n<div class=\"panel panel-default\">\n<div class=\"panel-heading\">\n<h4 class=\"panel-title\"> <a class=\"card-link\" data-toggle=\"collapse\" data-parent=\"#accordion\" href=\"#collapse1\">How do I collect my package? \/ Comment je r\u00e9cup\u00e8re mon colis ?<\/a><\/h4>\n<\/div>\n<div id=\"collapse1\" class=\"panel-collapse collapse in\">\n<div class=\"panel-body\">\n<ul>\n<li>Go to the Snaile locker<\/li>\n<li>Select English or Fran\u00e7ais<\/li>\n<li>Select Collect<\/li>\n<li>Select the button that corresponds to your method of notification (Mobile Phone or Email)<\/li>\n<li>Key in your notification coordinates (email or SMS)<\/li>\n<li>Key in your 6-digit code<\/li>\n<li>The compartment containing your parcel will open automatically<\/li>\n<\/ul>\n<p>Snaile uses two-tier authentication for your security. Tier 1 is the method by which you are notified of deliveries (email or SMS); tier 2 is your 6-digit one-time-use code<\/p>\n<ul>\n<li>Allez au casier Snaile<\/li>\n<li>Appuyez sur English ou le Fran\u00e7ais<\/li>\n<li>Appuyez sur Recueillir<\/li>\n<li>Appuyez sur le bouton correspondant \u00e0 votre type de notification, par Num\u00e9ro de t\u00e9l\u00e9phone portable ou par Courriel<\/li>\n<li>Tapez vos coordonn\u00e9es de notification (courriel ou SMS)<\/li>\n<li>Tapez votre code \u00e0 6 chiffres<\/li>\n<li>Le compartiment contenant votre colis s&#8217;ouvrira automatiquement<\/li>\n<\/ul>\n<p>Snaile utilise une authentification \u00e0 deux facteurs pour renforcer la s\u00e9curit\u00e9. Le facteur 1 indique comment vous avez \u00e9t\u00e9 inform\u00e9 (courriel ou SMS). Le facteur 2 est votre code \u00e0 usage unique \u00e0 6 chiffres.<\/p>\n<\/div>\n<\/div>\n<\/div>\n<div class=\"panel panel-default\">\n<div class=\"panel-heading\">\n<h4 class=\"panel-title\"> <a class=\"card-link\" data-toggle=\"collapse\" data-parent=\"#accordion\" href=\"#collapse2\">I have lost or deleted my code \/ J&#8217;ai perdu ou effac\u00e9 mon code <\/a><\/h4>\n<\/div>\n<div id=\"collapse2\" class=\"panel-collapse collapse\">\n<div class=\"panel-body\">If you have received a delivery notification but cannot find your access code, rest assured that your parcel is securely contained in its assigned compartment. For privacy reasons, theft protection and identification requirements, Snaile is unable to re-issue the access code, however, your property manager has access to your code and can verify your ID. Please contact your property manager who will reissue your access code.<\/p>\n<p>Si vous avez re\u00e7u un avis de livraison mais que vous ne trouvez pas votre code d&#8217;acc\u00e8s, soyez assur\u00e9 que votre colis est bien contenu dans le compartiment qui vous a \u00e9t\u00e9 attribu\u00e9. Pour des raisons de confidentialit\u00e9, de protection contre le vol et d\u2019identification, Snaile ne peut pas r\u00e9\u00e9mettre le code d\u2019acc\u00e8s. Cependant, votre administrateur immobilier a acc\u00e8s \u00e0 votre code et peut v\u00e9rifier votre identit\u00e9. Veuillez vous adresser \u00e0 votre administrateur de biens qui r\u00e9\u00e9mettra votre code d&#8217;acc\u00e8s.<\/p>\n<\/div>\n<\/div>\n<\/div>\n<div class=\"panel panel-default\">\n<div class=\"panel-heading\">\n<h4 class=\"panel-title\"> <a class=\"card-link\" data-toggle=\"collapse\" data-parent=\"#accordion\" href=\"#collapse3\">My code is not working \/ Mon code ne fonctionne pas<\/a><\/h4>\n<\/div>\n<div id=\"collapse3\" class=\"panel-collapse collapse\">\n<div class=\"panel-body\"> Note the error message on the terminal. If the error indicates that no delivery is found, you may have made an error typing in your mobile number or email address. Please try again.<br \/>\nAlternatively, the parcel may have been collected by another person on your account. In that<br \/>\ncase, you will have received a pick-up notification. Please check your text or email history. If the error message indicates an incorrect PIN, ensure that you are entering the correct information in both fields (email or SMS + code) and following the correct input sequence. If the problem persists, please contact Snaile.<\/p>\n<p>Notez le message d&#8217;erreur sur le terminal. Si l&#8217;erreur indique qu&#8217;aucune livraison n&#8217;a \u00e9t\u00e9 trouv\u00e9e, vous avez peut-\u00eatre commis une erreur en tapant votre num\u00e9ro de t\u00e9l\u00e9phone portable ou votre courriel. Veuillez r\u00e9essayer. Sinon, le colis peut avoir \u00e9t\u00e9 collect\u00e9 par une autre personne de votre compte. Dans ce cas, vous aurez re\u00e7u une notification de prise en charge. Veuillez v\u00e9rifier votre texte ou votre historique de courrier \u00e9lectronique. Si le message d&#8217;erreur indique un code PIN incorrect, assurez-vous que vous entrez les informations correctes dans les deux cellules d&#8217;entr\u00e9e (courriel ou SMS + code) et suivez la s\u00e9quence correcte. Si le probl\u00e8me persiste, veuillez contacter Snaile.<\/p>\n<\/div>\n<\/div>\n<\/div>\n<div class=\"panel panel-default\">\n<div class=\"panel-heading\">\n<h4 class=\"panel-title\"> <a class=\"card-link\" data-toggle=\"collapse\" data-parent=\"#accordion\" href=\"#collapse4\">The locker is not opening\/responding \/ Le casier ne s&#8217;ouvre pas \/ ne r\u00e9pond pas<\/a><\/h4>\n<\/div>\n<div id=\"collapse4\" class=\"panel-collapse collapse\">\n<div class=\"panel-body\">If the lockers are not responding, your building\u2019s internet connection may be down. Please alert your property manager who can check the internet connection. If you continue to experience technical difficulties despite an internet connection, please contact Snaile or ask your property manager to do so, and one of our representatives will follow up shortly.<\/p>\n<p>Si les casiers ne r\u00e9pondent pas, la connexion Internet de votre immeuble est peut-\u00eatre en panne. S&#8217;il vous pla\u00eet alerter votre gestionnaire de propri\u00e9t\u00e9 qui peut v\u00e9rifier la connexion Internet. Si vous continuez \u00e0 rencontrer des difficult\u00e9s techniques malgr\u00e9 une connexion Internet, veuillez contacter Snaile ou demandez \u00e0 votre administrateur de le faire, et l&#8217;un de nos repr\u00e9sentants en assurera le suivi sous peu.<\/p>\n<\/div>\n<\/div>\n<\/div>\n<div class=\"panel panel-default\">\n<div class=\"panel-heading\">\n<h4 class=\"panel-title\"> <a class=\"card-link\" data-toggle=\"collapse\" data-parent=\"#accordion\" href=\"#collapse5\">The wrong package has been delivered \/ Le mauvais colis a \u00e9t\u00e9 livr\u00e9<\/a><\/h4>\n<\/div>\n<div id=\"collapse5\" class=\"panel-collapse collapse\">\n<div class=\"panel-body\">If you have opened the compartment using the PIN provided and the package inside is not.<br \/>\naddressed to you, then the carrier has made a mistake. Please give the package to your property manager.<\/p>\n<p>Si vous avez ouvert le compartiment en utilisant le code PIN fourni et que le colis qu\u2019il contient ne vous est pas destin\u00e9, le livreur a commis une erreur. S&#8217;il vous pla\u00eet donner le paquet \u00e0 votre gestionnaire immobilier.<\/p>\n<\/div>\n<\/div>\n<\/div>\n<div class=\"panel panel-default\">\n<div class=\"panel-heading\">\n<h4 class=\"panel-title\"> <a class=\"card-link\" data-toggle=\"collapse\" data-parent=\"#accordion\" href=\"#collapse6\">There has been an incident of vandalism or theft \/ Il y a eu un incident de vandalisme ou de vol<\/a><\/h4>\n<\/div>\n<div id=\"collapse6\" class=\"panel-collapse collapse\">\n<div class=\"panel-body\"> If there has been an incident of vandalism or theft, please see your property manager. Snaile lockers are equipped with video surveillance 24 hours a day. Your property manager will be able to access the surveillance footage and take the appropriate next steps.<\/p>\n<p>En cas d\u2019incident de vandalisme ou de vol, veuillez vous adresser \u00e0 votre administrateur immobilier. Les casiers Snaile sont \u00e9quip\u00e9s de vid\u00e9osurveillance 24h \/ 24. Votre gestionnaire immobilier pourra acc\u00e9der \u00e0 la vid\u00e9o de surveillance et prendre les mesures appropri\u00e9es.<\/p>\n<\/div>\n<\/div>\n<\/div>\n<div class=\"panel panel-default\">\n<div class=\"panel-heading\">\n<h4 class=\"panel-title\"> <a class=\"card-link\" data-toggle=\"collapse\" data-parent=\"#accordion\" href=\"#collapse7\">I am expecting a parcel but have not received a notification \/ J&#8217;attends un colis mais je n&#8217;ai pas re\u00e7u de notification<\/a><\/h4>\n<\/div>\n<div id=\"collapse7\" class=\"panel-collapse collapse\">\n<div class=\"panel-body\"> There are two types of notifications you can get: 1. a delivery notification from the carrier (i.e. Canada Post, UPS, FedEx&#8230;); 2. a delivery notification from Snaile.<\/p>\n<p>A delivery notification from the carrier is not related to Snaile. If you do not have a Snaile notification then your parcel has not been delivered to the Snaile locker and may have been delivered to an alternate location, please follow up with the carrier. If you can confirm that the parcel was indeed delivered to a Snaile locker and you did not receive a Snaile notification, please contact your property manager and ensure that your email and\/or SMS is correct in your building&#8217;s property management system. Snaile lockers synchronize to your building&#8217;s property management system at the end of each day. Your property manager can open the locker for your current parcel and Snaile will notify you of future deliveries using the updated contact information.<\/p>\n<p>Il existe deux types de notifications que vous pouvez obtenir. 1. un avis de livraison du livreur (par ex. Canada Post, UPS, FedEx \u2026 ) 2. un avis de livraison de Snaile.<br \/>\nUn avis de livraison du fournisseur n&#8217;est pas li\u00e9 \u00e0 Snaile. Si vous n&#8217;avez pas de notification Snaile, votre colis n&#8217;a pas \u00e9t\u00e9 livr\u00e9 dans le casier Snaile et a peut-\u00eatre \u00e9t\u00e9 livr\u00e9 \u00e0 un autre emplacement. Veuillez contacter le livreur. Si vous pouvez confirmer que le colis a bien \u00e9t\u00e9 livr\u00e9 \u00e0 un casier Snaile et que vous n&#8217;avez pas re\u00e7u de notification Snaile, veuillez contacter votre administrateur et vous assurer que votre courriel et \/ ou SMS est correct dans le syst\u00e8me de gestion de la propri\u00e9t\u00e9 de votre immeuble. Les casiers Snaile se synchronisent avec le syst\u00e8me de gestion des propri\u00e9t\u00e9s de votre immeuble \u00e0 la fin de chaque journ\u00e9e. Votre gestionnaire immobilier peut ouvrir le casier de votre colis actuel. Les livraisons ult\u00e9rieures de colis seront notifi\u00e9es par Snaile.<\/p>\n<\/div>\n<\/div>\n<\/div>\n<div class=\"panel panel-default\">\n<div class=\"panel-heading\">\n<h4 class=\"panel-title\"> <a class=\"card-link\" data-toggle=\"collapse\" data-parent=\"#accordion\" href=\"#collapse8\">My property manager is not responding to my request for assistance \/ Mon gestionnaire immobilier ne r\u00e9pond pas \u00e0 ma demande d&#8217;assistance<\/a><\/h4>\n<\/div>\n<div id=\"collapse8\" class=\"panel-collapse collapse\">\n<div class=\"panel-body\"> If you are unable to contact your property manager for assistance for more than 24 hours,<br \/>\nplease contact Snaile and one of our representatives will follow up with you shortly.<\/p>\n<p>Si vous ne parvenez pas \u00e0 contacter le responsable de votre propri\u00e9t\u00e9 pendant plus de 24 heures, s&#8217;il vous pla\u00eet contacter Snaile et un de nos repr\u00e9sentants suivra<br \/>\navec vous sous peu.<\/p>\n<\/div>\n<\/div>\n<\/div>\n<div class=\"panel panel-default\">\n<div class=\"panel-heading\">\n<h4 class=\"panel-title\"> <a class=\"card-link\" data-toggle=\"collapse\" data-parent=\"#accordion\" href=\"#collapse9\">My package has been damaged \/ Mon colis a \u00e9t\u00e9 endommag\u00e9<\/a><\/h4>\n<\/div>\n<div id=\"collapse9\" class=\"panel-collapse collapse\">\n<div class=\"panel-body\"> Snaile lockers do not damage packages. Any damage to your package has either been sustained during transit or may have occurred at the point of origin. If your package has been damaged, please contact the carrier service and\/or the retailer.<\/p>\n<p>Si votre colis a \u00e9t\u00e9 endommag\u00e9, veuillez contacter le service de livraison et \/ ou le d\u00e9taillant. Les casiers Snaile n&#8217;endommagent pas les colis. Tout dommage est survenu pendant le transit.<\/p>\n<\/div>\n<\/div>\n<\/div>\n<div class=\"panel panel-default\">\n<div class=\"panel-heading\">\n<h4 class=\"panel-title\"> <a class=\"card-link\" data-toggle=\"collapse\" data-parent=\"#accordion\" href=\"#collapse10\">My delivery is perishable \/ Ma livraison est p\u00e9rissable<\/a><\/h4>\n<\/div>\n<div id=\"collapse10\" class=\"panel-collapse collapse\">\n<div class=\"panel-body\"> Perishable deliveries should be placed in the refrigerated lockers if your building\u2019s unit is equipped with such compartments. You should alert the retailer to your special delivery instructions. If your building does not have refrigerated lockers it is possible that your perishable delivery will be deposited to a standard, non-climate controlled Snaile locker. In this case, you should collect your delivery at your earliest opportunity and follow the retailer\u2019s directions with respect to refrigeration\/freezing and room temperature time allowances. Snaile is not responsible for the freshness of your delivery, this is between you and the retailer. The cleanliness of the refrigerated locker or the temperature of the lockers themselves are items controlled by your building\u2019s administration.<\/p>\n<p>Les envois p\u00e9rissables doivent \u00eatre plac\u00e9s dans les casiers r\u00e9frig\u00e9r\u00e9s si votre b\u00e2timent est \u00e9quip\u00e9 de ce type de casiers. Vous devriez avertir le d\u00e9taillant d&#8217;avoir des instructions de livraison sp\u00e9ciales \u00e0 cet effet. Si votre b\u00e2timent n\u2019a pas de casiers r\u00e9frig\u00e9r\u00e9s, il est possible que votre livraison p\u00e9rissable se termine dans un casier Snaile standard non climatis\u00e9. Vous devez imm\u00e9diatement proc\u00e9der \u00e0 la collecte et suivre les instructions du d\u00e9taillant en ce qui concerne la r\u00e9frig\u00e9ration \/ cong\u00e9lation et le temps allou\u00e9 \u00e0 temp\u00e9rature ambiante. Snaile n&#8217;est pas responsable de la fra\u00eecheur de votre livraison, c&#8217;est entre vous et le d\u00e9taillant. La propret\u00e9 du casier r\u00e9frig\u00e9r\u00e9 ou la temp\u00e9rature des casiers eux-m\u00eames sont des \u00e9l\u00e9ments contr\u00f4l\u00e9s par l\u2019administration de votre b\u00e2timent.<\/p>\n<\/div>\n<\/div>\n<\/div>\n<div class=\"panel panel-default\">\n<div class=\"panel-heading\">\n<h4 class=\"panel-title\"> <a class=\"card-link\" data-toggle=\"collapse\" data-parent=\"#accordion\" href=\"#collapse11\">What will happen to my package if I am not listed in the Snaile locker system? \/ Qu&#8217;adviendra-t-il de mon colis si je ne suis pas r\u00e9pertori\u00e9 dans le syst\u00e8me de casier Snaile ?<\/a><\/h4>\n<\/div>\n<div id=\"collapse11\" class=\"panel-collapse collapse\">\n<div class=\"panel-body\"> If you are a tenant you should be in the system, otherwise you should be speaking with your property manager to ensure that you are added.<br \/>\nIf you are not in the Snaile system your package will be treated as it would without a locker system.<\/p>\n<p>a) A delivery notice card may be left by the carrier<br \/>\nb) Your package may be left in vestibule, lobby or at your door<br \/>\nc) Your package may be left with security, a neighbour or concierge<br \/>\nd) Your package may be returned to sender<\/p>\n<p>Si vous \u00eates locataire, vous devriez \u00eatre dans le syst\u00e8me, sinon vous devriez vous entretenir avec le responsable de votre immeuble pour vous en assurer.<\/p>\n<p>Si vous n&#8217;\u00eates pas dans le syst\u00e8me Snaile, votre colis sera trait\u00e9 comme s&#8217;il n&#8217;y avait pas de syst\u00e8me de casier.<br \/>\na) Le livreur peut laisser une carte d\u2019avis de livraison<br \/>\nb) Votre colis a \u00e9t\u00e9 laiss\u00e9 dans le vestibule, dans le hall ou \u00e0 votre porte<br \/>\nc) Votre colis a \u00e9t\u00e9 laiss\u00e9 \u00e0 la s\u00e9curit\u00e9, voisin ou concierge<br \/>\nb) votre colis a \u00e9t\u00e9 renvoy\u00e9 \u00e0 l&#8217;exp\u00e9diteur<\/p>\n<\/div>\n<\/div>\n<\/div>\n<div class=\"panel panel-default\">\n<div class=\"panel-heading\">\n<h4 class=\"panel-title\"> <a class=\"card-link\" data-toggle=\"collapse\" data-parent=\"#accordion\" href=\"#collapse12\">How long can my package sit in a locker? \/ Combien de temps mon colis peut-il rester dans un casier ?<\/a><\/h4>\n<\/div>\n<div id=\"collapse12\" class=\"panel-collapse collapse\">\n<div class=\"panel-body\"> This is determined by your property manager. Please consult your property manager.<\/p>\n<p>Ceci est d\u00e9termin\u00e9 par votre gestionnaire immobilier. Veuillez consulter votre gestionnaire immobilier.<\/p>\n<\/div>\n<\/div>\n<\/div>\n<div class=\"panel panel-default\">\n<div class=\"panel-heading\">\n<h4 class=\"panel-title\"> <a class=\"card-link\" data-toggle=\"collapse\" data-parent=\"#accordion\" href=\"#collapse13\">What happens if I go on holidays? \/ Que se passe-t-il si je pars en vacances ?<\/a><\/h4>\n<\/div>\n<div id=\"collapse13\" class=\"panel-collapse collapse\">\n<div class=\"panel-body\"> Please advise your property manager. Each building has its own policies.<\/p>\n<p>S&#8217;il vous pla\u00eet aviser votre gestionnaire immobilier, chaque installation Snaile a ses propres r\u00e8gles.<\/p>\n<\/div>\n<\/div>\n<\/div>\n<div class=\"panel panel-default\">\n<div class=\"panel-heading\">\n<h4 class=\"panel-title\"> <a class=\"card-link\" data-toggle=\"collapse\" data-parent=\"#accordion\" href=\"#collapse14\">What if my package is in a locker too high? Et si mon colis est dans un casier trop haut ?<\/a><\/h4>\n<\/div>\n<div id=\"collapse14\" class=\"panel-collapse collapse\">\n<div class=\"panel-body\"> For this time please seek assistance. For future deliveries, please advise your property manager to set your account to the Disability setting which will prevent carriers from depositing in a compartment above four feet. This setting is confidential to you and your property manager only.<\/p>\n<p>Pour ce temps, s&#8217;il vous pla\u00eet demander de l&#8217;aide. Pour l\u2019avenir, veuillez indiquer \u00e0 votre administrateur immobilier de configurer votre compte sur le param\u00e8tre Disability (Invalidit\u00e9) afin d\u2019emp\u00eacher le livreur de d\u00e9poser dans un compartiment sup\u00e9rieur \u00e0 4 pieds. Ce param\u00e8tre est confidentiel pour vous et votre administrateur immobilier uniquement.<\/p>\n<\/div>\n<\/div>\n<\/div>\n<div class=\"panel panel-default\">\n<div class=\"panel-heading\">\n<h4 class=\"panel-title\"> <a class=\"card-link\" data-toggle=\"collapse\" data-parent=\"#accordion\" href=\"#collapse15\">What happens if my parcel is too big for the Snaile lockers? \/ Que se passe-t-il si mon colis est trop volumineux pour les casiers Snaile ?<\/a><\/h4>\n<\/div>\n<div id=\"collapse15\" class=\"panel-collapse collapse\">\n<div class=\"panel-body\"> Your carrier will treat the delivery as they would treat it if there were no Snaile locker, see below. You may also request that your property manager consider installing Snaile oversized lockers.<\/p>\n<ol>\n<li> A delivery notice card may be left by the carrier<\/li>\n<li> Your package may be left in vestibule, lobby or at your door<\/li>\n<li>Your package may be left with security, a neighbour or concierge<\/li>\n<li> Your package may be returned to sender<\/li>\n<\/ol>\n<p>Votre livreur traitera la livraison comme il le ferait s&#8217;il n&#8217;y avait pas de casier Snaile, voir ci-dessous. Vous pouvez \u00e9galement demander \u00e0 votre administrateur immobilier de faire installer des casiers surdimensionn\u00e9s Snaile.<\/p>\n<ol>\n<li> Le livreur peut laisser une carte d\u2019avis de livraison<\/li>\n<li> Votre colis a \u00e9t\u00e9 laiss\u00e9 dans le vestibule, dans le hall ou \u00e0 votre porte<\/li>\n<li> Votre colis a \u00e9t\u00e9 laiss\u00e9 \u00e0 la s\u00e9curit\u00e9, voisin ou concierge<\/li>\n<li> Votre colis a \u00e9t\u00e9 renvoy\u00e9 \u00e0 l&#8217;exp\u00e9diteur<\/li>\n<\/ol>\n<\/div>\n<\/div>\n<\/div>\n<div class=\"panel panel-default\">\n<div class=\"panel-heading\">\n<h4 class=\"panel-title\"> <a class=\"card-link\" data-toggle=\"collapse\" data-parent=\"#accordion\" href=\"#collapse16\">I closed the door before collecting my package \/ J&#8217;ai ferm\u00e9 la porte avant de r\u00e9cup\u00e9rer mon colis<\/a><\/h4>\n<\/div>\n<div id=\"collapse16\" class=\"panel-collapse collapse\">\n<div class=\"panel-body\"> Press the Re-open Door button that appears on the screen. If it is too late, please contact your property manager to either open the door remotely or manually.<\/p>\n<p>Appuyez sur le bouton de r\u00e9ouverture de la porte qui est \u00e0 l&#8217;\u00e9cran. S&#8217;il est trop tard, veuillez contacter votre gestionnaire de propri\u00e9t\u00e9 pour ouvrir la porte \u00e0 distance ou manuellement.<\/p>\n<\/div>\n<\/div>\n<\/div>\n<div class=\"panel panel-default\">\n<div class=\"panel-heading\">\n<h4 class=\"panel-title\"> <a class=\"card-link\" data-toggle=\"collapse\" data-parent=\"#accordion\" href=\"#collapse17\">I can hear the locker clicking but the door is not opening \/ J&#8217;entends le casier cliquer, mais aucune porte ne s&#8217;est ouverte<\/a><\/h4>\n<\/div>\n<div id=\"collapse17\" class=\"panel-collapse collapse\">\n<div class=\"panel-body\"> The package delivered by the carrier may be too large for the compartment that was selected. Please contact your property manager or Snaile. Alternatively, your Snaile lockers may have insufficient coverage from inclement weather and rain has frozen the door shut. Please contact your property manager or Snaile for assistance.<\/p>\n<p>Votre colis a \u00e9t\u00e9 ins\u00e9r\u00e9 trop fort et est trop volumineux pour le compartiment s\u00e9lectionn\u00e9 par le livreur. S&#8217;il vous pla\u00eet contacter votre gestionnaire immobilier ou Snaile.<br \/>\nSinon, vos vestiaires Snaile pourraient ne pas \u00eatre suffisamment prot\u00e9g\u00e9s contre la pluie et la pluie a gel\u00e9 la porte. S&#8217;il vous pla\u00eet contacter votre gestionnaire immobilier ou Snaile.<\/p>\n<\/div>\n<\/div>\n<\/div>\n<div class=\"panel panel-default\">\n<div class=\"panel-heading\">\n<h4 class=\"panel-title\"> <a class=\"card-link\" data-toggle=\"collapse\" data-parent=\"#accordion\" href=\"#collapse18\">There is no package in the compartment that has opened \/ Il n&#8217;y a pas de paquet dans le compartiment qui a ouvert<\/a><\/h4>\n<\/div>\n<div id=\"collapse18\" class=\"panel-collapse collapse\">\n<div class=\"panel-body\"> This is a very unlikely event as Snaile lockers have content detectors and do not issue a passcode unless content is detected at the delivery phase. This may signify a technical problem, please contact Snaile.<\/p>\n<p>Il s&#8217;agit d&#8217;un \u00e9v\u00e9nement tr\u00e8s improbable, car les casiers Snaile disposent de d\u00e9tecteurs de contenu et n&#8217;\u00e9mettent de code d&#8217;authentification que si le contenu est d\u00e9tect\u00e9 \u00e0 la phase de livraison. Cela peut signifier un probl\u00e8me technique, veuillez contacter Snaile.<\/p>\n<\/div>\n<\/div>\n<\/div>\n<div class=\"panel panel-default\">\n<div class=\"panel-heading\">\n<h4 class=\"panel-title\"> <a class=\"card-link\" data-toggle=\"collapse\" data-parent=\"#accordion\" href=\"#collapse19\">My package was stolen \/ Mon colis a \u00e9t\u00e9 vol\u00e9<\/a><\/h4>\n<\/div>\n<div id=\"collapse19\" class=\"panel-collapse collapse\">\n<div class=\"panel-body\"> Snaile is not liable for theft or vandalism or delivery damages. Each Snaile locker comes equipped with three video surveillance cameras. Please contact your property manager and law enforcement as required.<\/p>\n<p>Snaile n&#8217;est pas responsable des vols, du vandalisme ou des dommages caus\u00e9s lors de la livraison. Chaque casier Snaile est livr\u00e9 avec trois cam\u00e9ras. Veuillez contacter votre responsable de propri\u00e9t\u00e9 et la police si n\u00e9cessaire.<\/p>\n<\/div>\n<\/div>\n<\/div>\n<div class=\"panel panel-default\">\n<div class=\"panel-heading\">\n<h4 class=\"panel-title\"> <a class=\"card-link\" data-toggle=\"collapse\" data-parent=\"#accordion\" href=\"#collapse20\">What if I move? \/ Et si je d\u00e9m\u00e9nage ?<\/a><\/h4>\n<\/div>\n<div id=\"collapse20\" class=\"panel-collapse collapse\">\n<div class=\"panel-body\"> Make sure your property manager has updated the building management system so that Snaile is therefore also updated and ceases to send you notifications that are intended for the subsequent tenant(s) of your unit.<\/p>\n<p>You should also follow up with your property manager if you are expecting packages to be delivered to your former unit after you leave.<\/p>\n<p>Assurez-vous que votre administrateur immobilier a mis \u00e0 jour son syst\u00e8me de gestion technique d&#8217;immeuble afin que Snaile le soit \u00e9galement et cesse de vous envoyer des notifications destin\u00e9es aux futurs locataires de votre unit\u00e9.<\/p>\n<p>Vous devez \u00e9galement faire un suivi aupr\u00e8s de votre responsable de b\u00e2timent si vous attendez des colis livr\u00e9s \u00e0 votre ancienne unit\u00e9 apr\u00e8s votre d\u00e9part.<\/p>\n<\/div>\n<\/div>\n<\/div>\n<div class=\"panel panel-default\">\n<div class=\"panel-heading\">\n<h4 class=\"panel-title\"> <a class=\"card-link\" data-toggle=\"collapse\" data-parent=\"#accordion\" href=\"#collapse21\">What if I move but within the same building municipal address? \/ Que se passe-t-il si je d\u00e9m\u00e9nage mais dans le m\u00eame b\u00e2timent adresse municipale ?<\/a><\/h4>\n<\/div>\n<div id=\"collapse21\" class=\"panel-collapse collapse\">\n<div class=\"panel-body\"> Make sure your property manager has updated the building management system so that Snaile is thereby updated and your future parcel notifications are sent to the right unit. You should also follow up with your property manager if you are expecting packages to be delivered to your former unit after you leave.<\/p>\n<p>Assurez-vous que votre administrateur immobilier a mis \u00e0 jour son syst\u00e8me de gestion technique d&#8217;immeuble afin que Snaile le soit \u00e9galement et que vos prochains avis de colis soient envoy\u00e9s \u00e0 l&#8217;unit\u00e9 appropri\u00e9e. Vous devez \u00e9galement faire un suivi aupr\u00e8s de votre administrateur de biens si vous attendez que les colis soient livr\u00e9s \u00e0 votre ancien logement apr\u00e8s votre d\u00e9part.<\/p>\n<\/div>\n<\/div>\n<\/div>\n<div class=\"panel panel-default\">\n<div class=\"panel-heading\">\n<h4 class=\"panel-title\"> <a class=\"card-link\" data-toggle=\"collapse\" data-parent=\"#accordion\" href=\"#collapse22\">What do I do if my roommate moves out? \/ Que dois-je faire si mon colocataire d\u00e9m\u00e9nage ?<\/a><\/h4>\n<\/div>\n<div id=\"collapse22\" class=\"panel-collapse collapse\">\n<div class=\"panel-body\"> Please ensure that your property manager has updated the building management system so that Snaile is thereby updated and future parcel notifications are only sent to current tenants in your unit.<\/p>\n<p>Assurez-vous que votre gestionnaire immobilier a mis \u00e0 jour son syst\u00e8me de gestion technique d&#8217;immeuble afin que Snaile le soit \u00e9galement et que les notifications de vos futurs colis soient envoy\u00e9es aux colocataires actuels de votre unit\u00e9.<\/p>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<div id=\"menu1\" class=\"tab-pane fade\">\n<div class=\"accordion_two\">\n<div class=\"panel-group\" id=\"accordion2\">\n<div class=\"panel panel-default\">\n<div class=\"panel-heading\">\n<h4 class=\"panel-title\"> <a class=\"card-link\" data-toggle=\"collapse\" data-parent=\"#accordion2\" href=\"#collapse1a\">How do I deposit? \/ Comment puis-je d\u00e9poser?<\/a><\/h4>\n<\/div>\n<div id=\"collapse1a\" class=\"panel-collapse collapse in\">\n<div class=\"panel-body\">\n<ul>\n<li>Select English or French<\/li>\n<li>Select Deposit<\/li>\n<li>Scan bar code or enter reference number then press Enter<\/li>\n<li>Select the building address you wish to deposit to (there may be more than one building available)<\/li>\n<li>Select the Unit number or search for the Unit number and then Enter<\/li>\n<li>Select the type of locker (parcel, refrigerated, frozen or laundry) that best suits delivery<\/li>\n<li>Select the required compartment size<\/li>\n<li>Deposit and close the door<\/li>\n<\/ul>\n<ul>\n<li>S\u00e9lectionnez Fran\u00e7ais<\/li>\n<li>S\u00e9lectionnez D\u00e9poser<\/li>\n<li>Scannez le code \u00e0 barres ou entrez le num\u00e9ro de r\u00e9f\u00e9rence, puis appuyez sur Entr\u00e9e.<\/li>\n<li>S\u00e9lectionnez l&#8217;adresse du b\u00e2timent que vous souhaitez d\u00e9poser (il peut y avoir plus d&#8217;un b\u00e2timent disponible)<\/li>\n<li>S\u00e9lectionnez le num\u00e9ro d&#8217;unit\u00e9 ou recherchez-le puis entrez<\/li>\n<li>S\u00e9lectionnez le type de casier souhait\u00e9 (colis, r\u00e9frig\u00e9rateur, cong\u00e9lateur ou blanchisserie)<\/li>\n<li>S\u00e9lectionnez la taille du compartiment dont vous avez besoin<\/li>\n<li>D\u00e9posez et fermez la porte<\/li>\n<\/ul>\n<\/div>\n<\/div>\n<\/div>\n<div class=\"panel panel-default\">\n<div class=\"panel-heading\">\n<h4 class=\"panel-title\"> <a class=\"card-link\" data-toggle=\"collapse\" data-parent=\"#accordion2\" href=\"#collapse2a\">I have multiple shipments to deliver to the same municipal address \/ J&#8217;ai plusieurs colis \u00e0 livrer \u00e0 la m\u00eame adresse municipale<\/a><\/h4>\n<\/div>\n<div id=\"collapse2a\" class=\"panel-collapse collapse\">\n<div class=\"panel-body\">After you have completed your first deposit, select Deposit New Parcel function and it will return you to the parcel locker selection screen<\/p>\n<p>Apr\u00e8s avoir effectu\u00e9 votre premier d\u00e9p\u00f4t, s\u00e9lectionnez \u00e0 nouveau le d\u00e9p\u00f4t et il vous ram\u00e8nera \u00e0 l&#8217;\u00e9cran de s\u00e9lection du casier \u00e0 colis<\/p>\n<\/div>\n<\/div>\n<\/div>\n<div class=\"panel panel-default\">\n<div class=\"panel-heading\">\n<h4 class=\"panel-title\"> <a class=\"card-link\" data-toggle=\"collapse\" data-parent=\"#accordion2\" href=\"#collapse3a\">What if I picked the wrong size compartment? \/ Et si je choisissais le mauvais compartiment?<\/a><\/h4>\n<\/div>\n<div id=\"collapse3a\" class=\"panel-collapse collapse\">\n<div class=\"panel-body\"> Close the door of the wrong compartment then select Change Compartment Size function from screen<\/p>\n<p>Fermez la porte du mauvais compartiment, puis s\u00e9lectionnez la fonction Changer la taille du compartiment \u00e0 partir de l&#8217;\u00e9cran.<\/p>\n<\/div>\n<\/div>\n<\/div>\n<div class=\"panel panel-default\">\n<div class=\"panel-heading\">\n<h4 class=\"panel-title\"> <a class=\"card-link\" data-toggle=\"collapse\" data-parent=\"#accordion2\" href=\"#collapse4a\">What if I forgot to include another package for the same address? \/ Que se passe-t-il si j&#8217;oublie d&#8217;inclure un autre colis pour la m\u00eame adresse?<\/a><\/h4>\n<\/div>\n<div id=\"collapse4a\" class=\"panel-collapse collapse\">\n<div class=\"panel-body\">Press the Re-open button on the screen. If the initial deposit has been completed, perform a second deposit. The tenant will receive another delivery notification.<\/p>\n<p>Appuyez sur le bouton Ouvrir \u00e0 l&#8217;\u00e9cran<\/p>\n<\/div>\n<\/div>\n<\/div>\n<div class=\"panel panel-default\">\n<div class=\"panel-heading\">\n<h4 class=\"panel-title\"> <a class=\"card-link\" data-toggle=\"collapse\" data-parent=\"#accordion2\" href=\"#collapse5a\">What if my delivery is too small and the locker does not detect and I can not continue? \/ Que faire si ma livraison est trop petite et que le casier ne d\u00e9tecte pas et que je ne peux pas continuer?<\/a><\/h4>\n<\/div>\n<div id=\"collapse5a\" class=\"panel-collapse collapse\">\n<div class=\"panel-body\">Press the override button on the screen that has alerted you that no package was detected<\/p>\n<p>Appuyez sur le bouton Continuer sans d\u00e9tecter \u00e0 l&#8217;\u00e9cran<\/p>\n<\/div>\n<\/div>\n<\/div>\n<div class=\"panel panel-default\">\n<div class=\"panel-heading\">\n<h4 class=\"panel-title\"> <a class=\"card-link\" data-toggle=\"collapse\" data-parent=\"#accordion2\" href=\"#collapse6a\">What if the lockers are full? \/ Et si les casiers sont pleins?<\/a><\/h4>\n<\/div>\n<div id=\"collapse6a\" class=\"panel-collapse collapse\">\n<div class=\"panel-body\">Do as you normally would in a scenario where Snaile lockers are not present and as a courtesy you can advise property manager and Snaile so that more compartments may be considered.<\/p>\n<ul>\n<li>Leave notice card<\/li>\n<li>Deliver to alternate location as may be dictated by your delivery policies<\/li>\n<\/ul>\n<p>Faites ce que vous faites normalement dans un sc\u00e9nario o\u00f9 les casiers Snaile ne sont pas pr\u00e9sents et, par courtoisie, vous pouvez conseiller le gestionnaire immobilier et Snaile afin que plus de compartiments soient pris en compte.<\/p>\n<ol>\n<li>Laissez la carte de notification<\/li>\n<li>Livrez dans un autre lieu en fonction de vos r\u00e8gles de livraison<\/li>\n<\/ol>\n<\/div>\n<\/div>\n<\/div>\n<div class=\"panel panel-default\">\n<div class=\"panel-heading\">\n<h4 class=\"panel-title\"> <a class=\"card-link\" data-toggle=\"collapse\" data-parent=\"#accordion2\" href=\"#collapse7a\">What if I need an access code? \/ Et si j&#8217;ai besoin d&#8217;un code d&#8217;acc\u00e8s?<\/a><\/h4>\n<\/div>\n<div id=\"collapse7a\" class=\"panel-collapse collapse\">\n<div class=\"panel-body\">Please contact the property manager for a permanent or one-time-use code.<\/p>\n<p>S&#8217;il vous pla\u00eet contacter le gestionnaire de la propri\u00e9t\u00e9 pour un code d&#8217;utilisation permanente ou unique.<\/p>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/section>\n","protected":false},"excerpt":{"rendered":"<p>ASSISTANCE FRAN\u00c7AISE ET ANGLAISE Merci pour votre visite Votre question ou pr\u00e9occupation est tr\u00e8s importante pour nous. Veuillez consulter la liste des questions les plus fr\u00e9quemment pos\u00e9es ci-dessous. Si vous ne trouvez pas la r\u00e9ponse \u00e0 votre question, veuillez contacter Snaile ci-dessous. Un de nos repr\u00e9sentants vous contactera dans les plus brefs d\u00e9lais. , Instructions &hellip; <\/p>\n<p class=\"link-more\"><a href=\"https:\/\/snailelockers.com\/fr\/questions-frequemment-posees\/\" class=\"more-link\">Continue reading<span class=\"screen-reader-text\"> &#8220;Questions fr\u00e9quemment pos\u00e9es&#8221;<\/span><\/a><\/p>\n","protected":false},"author":4,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"support.php","meta":{"_acf_changed":false,"ngg_post_thumbnail":0,"footnotes":""},"class_list":["post-129","page","type-page","status-publish","hentry"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v26.4 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Questions fr\u00e9quemment pos\u00e9es - Snaile Lockers<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/snailelockers.com\/fr\/questions-frequemment-posees\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Questions fr\u00e9quemment pos\u00e9es - Snaile Lockers\" \/>\n<meta property=\"og:description\" content=\"ASSISTANCE FRAN\u00c7AISE ET ANGLAISE Merci pour votre visite Votre question ou pr\u00e9occupation est tr\u00e8s importante pour nous. 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