Introduction
If your customer reports missing items from their order, it’s important to address the issue quickly and accurately to maintain trust and satisfaction. Missing items can occur for various reasons, such as packing errors, inventory discrepancies, or issues during transit. Identifying the cause is key to providing an appropriate resolution. This article outlines the process for verifying and handling reports of missing items, ensuring that each case is reviewed thoroughly and resolved promptly.
Steps
- Submit a ticket through the Portless Help Center. Alternatively, you can also reach out to us via chat through the Merchant Admin Portal - just click the bottom right chat bubble. Please include any supporting information, such as a photo or a short video clip of the package received by your customer.
- The Portless CS Team will then coordinate with the Fulfillment Center for further investigation.
- In most cases, the Fulfillment Team will send us footage showing the packing video of the order in question.
- If the footage shows that we packed and sent the complete order, no compensation is due. You may want to reach out to the last-mile carrier for further assistance, as we have successfully handed the package over to them.
- If the footage shows that the order we sent is incomplete, you will be asked to fill out the Shipment Issues form.
- If a reshipment is needed, you will need to create a new order for the missing items.
- If your customer prefers a refund, no need to create a new order; just complete the form.