Portless

Learn how to report a wrong item delivery and what to expect during the Portless investigation process.

Handling Incorrect Item Claims

This guide outlines the criteria, exclusions, and claim timelines for handling lost packages shipped to the US, UK, Canada, and Australia.

Handling Lost in Transit Orders for Core Countries

This article explains how to create a reshipment order in Shopify for missing or incorrect items, without triggering duplicate shipments.

Creating a Reshipment Order for Missing/Incorrect Items on Shopify

Learn the steps to take when a customer reports missing items, including verification, fulfillment review, and next steps.

Resolving Reports of Missing Items

Learn how to respond when a customer reports a missing package despite a delivered scan, including recommended next steps and considerations.

Investigating "Delivered Not Received" Issues

This guide outlines the Return-to-Sender process, common causes, and how you can respond efficiently

Understanding Return-to-Sender Orders

This guide outlines Proof of Delivery availability by carrier and the steps to request POD documentation.

Requesting Proof of Delivery

This guide outlines recommended return handling options, including ZigZag and self-managed alternatives.

Returning items

This guide outlines which shipment issues qualify for refunds or reshipments and how to use the Shipment Issues Form correctly.

Using the Shipment Issues Form

Learn the steps to take when a customer receives a damaged item, including how to submit a claim and what to expect during resolution.

Reporting Damaged Shipments

Returns & Claims

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