Introduction
The Shipment Issues Form is a vital tool for addressing problems with deliveries, such as damages. Knowing how and when to use this form helps streamline the resolution process and ensures effective communication. This brief guide will provide essential steps on using the form to efficiently handle shipment issues and maintain smooth operations.
If your customer encountered any of the following issues, you have the option to request a refund or a reshipment using the above-mentioned form:
- The shipment was lost
- Product arrived damaged (photos required)
- Shipment was missing item/s (photos of the items received required)
- Shipped the wrong item (photos required)
- Shipped the wrong quantity (photos required)
-
Stuck at customs
In general, Portless will absorb the cost of these cases provided that an investigation was done.
NOTE:
Should your customer prefer a reshipment:
-
You must create a new order in Shopify to have the replacement order shipped out
-
You must complete the form and submit it to us to receive credit
Your customer opted for a refund:
-
Just fill out the form, no need to create a new order
Orders we will not refund or absorb the cost for:
While we aim to address all customer complaints in a timely manner, there are also issues that will not be covered by Portless, namely:
-
Delivered not received
- If an order is tagged as delivered on the tracking, we will not absorb the cost.
-
The order can’t be delivered due to:
- Insufficient address
- Recipient not at his address/ not at home
- The customer failed to pick up
- The package was refused
- Delivery attempted - No answer
- Unsuccessful delivery / does not answer the phone
- The item was unclaimed by the recipient
Reaching out to the last-mile Carrier
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:
- Marked delivered but not received
- Lost in transit
- No tracking update
- Missing items
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.