The Shipment Issues Form is the starting point for resolving delivery problems, like lost shipments or damaged items. This guide covers when to use the form and what to include, so your claim can be reviewed and resolved as quickly as possible.

You can request a refund or a reshipment through the form if your customer experienced any of the following:

In most cases, Portless absorbs the cost of these issues once an investigation confirms what happened.

Note that some order statuses are not covered. Before submitting a claim, review the section Orders not eligible for refund or reshipment below.

Once you've confirmed the issue qualifies, the steps depend on which resolution your customer wants.

If your customer wants a reshipment:

If your customer wants a refund:

While we aim to address all customer complaints in a timely manner, there are also issues that will not be covered by Portless, namely:

If tracking shows the order as delivered, Portless does not cover the cost, even if your customer reports they never received it.
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Portless does not cover orders that could not be delivered because of:

Last-mile carriers are responsible for the final leg of the delivery journey, making them key players in addressing discrepancies that can arise post-shipment. The following order issues may warrant reaching out to the last-mile carriers:

You may advise your customer to reach out to the last-mile carrier, or you may also contact the last-mile carrier on your customer’s behalf.