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: Escalate this to Eshopbox by raising a support ticket within 48 hours of order delivery. Learn here how to raise a support ticket.
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 3 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. |