Sometimes, you will find that your customers have received the wrong or missing items in the shipment. Incorrect order delivery can happen due to multiple reasons, such as:

  • An incorrect shipping label is attached to the shipment

  • Incorrect items placed in the shipment at the time of packing; or missing order items in the shipment

  • Courier partner lost the shipment or some items in the shipment in transit

In case your customers escalate such issues to you, you need to follow the below workflow to provide a speedy resolution:


Step 1: Intimate Eshopbox about the order using support messenger within 30 days of order processing


Step 2: Eshopbox will perform a Root Cause Analysis (RCA) to understand the origin of the error by:

  • Checking the video footage at the time of packing the order in the fulfilment centre

  • Raising the issue to the concerned courier partner

Note: The process of doing the RCA can take up to 7 days based on the nature of the investigation.

Step 3: Take action based on the RCA conducted by Eshopbox

RCA conclusion

What needs to be done?

Order processing error at Eshopbox fulfilment centre

You can decide if you want Eshopbox to re-ship the order or you can issue a refund to your customer.

Improper handling by the courier partner

Eshopbox will raise a credit note to you as per the agreement. You can decide if you want Eshopbox to re-ship the order or you can issue a refund to your customer.

Fake customer complaint

If both Eshopbox and the courier partner are sure that the packaging and fulfilment of the shipment were done properly and have the required proof, the Eshopbox service level policy applies.

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