Reporting and resolving a delivery dispute

Reporting and resolving a delivery dispute

At Eshopbox, we are committed to providing top-notch last-mile delivery services to our valued customers and partners. There can be certain occasions when discrepancies may arise during the delivery process.

To address such situations efficiently, we have established a Delivery Dispute Policy.

In this article, you will learn

  1. What is a delivery dispute?
  2. How and when to report a delivery dispute?
  3. How is a delivery dispute resolved?

What is a delivery dispute?

A Delivery Dispute occurs when there is a discrepancy or issue with the order delivered by Eshopbox. You can report a Delivery Dispute for the following cases:

  • The delivered items differ from the original ordered items.

  • The delivered items arrive in a damaged or unusable condition.

  • The customer has received partial items of the order.

  • The customer did not receive the items despite delivery confirmation.

  • The customer has received an empty packet.

The following cases are not eligible for a Delivery Dispute:

  • Delays in delivery due to unforeseen circumstances (e.g., natural disasters, accidents, etc.).

  • Damage caused by the customer after delivery.

  • Partial items of the orders are on the way and yet to be delivered.

  • Valid proof of delivery for the order is unavailable.

  • Partial or damaged items were shipped to the customer by you.

How to report a delivery dispute?

You can report a delivery dispute from your Eshopbox workspace on behalf of the customer. To do so, you need to follow the below-given steps:

  • Step 1: Log in to your Eshopbox workspace.

  • Step 2: Navigate to the Help icon and select My Tickets.

  • Step 3: You will be redirected to the Tickets page. Click on Ask for Assistance.

  • Step 4: Select Shipping and Delivery > Report a delivery dispute.

  • Step 5: Select the dispute reason from the dropdown

    • I have received a wrong item in the order

    • I have received partial items in the order

    • I have received damaged items in the order

    • I have received an empty order

    • I have not received the order, but it has been marked as delivered

  • Step 6: Select the fulfilment location for the order.

  • Step 7: Depending on the selected fulfilment location, enter the required details.

    • For Eshopbox fulfilment centre:

      • Tracking ID: The unique order ID or Tracking ID assigned to the order.

      • Upload supporting evidence illustrating that there was a dispute in the delivery of an order.

        • Images of the content/ item received

        • Unboxing video

      • Mention the remark received from the customer (if any)

      • Additional remarks (if any)

    • For self-fulfilment location

      • Tracking ID: The unique order ID or Tracking ID assigned to the order.

      • Upload supporting evidence illustrating that there was a dispute in the delivery of an order.

        • Upload images of the delivered items.

        • Upload the unboxing video.

        • Upload images of the pre-shipped package.

        • Image of post-shipped package

        • Packaging video

      • Mention the remark received from the customer (if any)

      • Description

  • Step 8: Click on Submit.

A ticket will be created. You can track the status of the ticket from the Tickets page.

Timeline to report a delivery dispute

You must report a Delivery Dispute within 48 hours of receiving the order or the order getting marked as delivered.

Resolving a delivery dispute

On receiving a delivery dispute, Eshopbox will initiate the resolution process as follows:

  • An initial review will be conducted within 24 hours of receiving the dispute.

  • Depending on the nature of the dispute, Eshopbox will take appropriate action, which may include:

    • Arranging delivery of the missing items.

    • Investigating and resolving non-receipt cases with relevant shipping partners.

    • Provide a remedy as per the liability clause mentioned in the Order form.