Dealing with Order Not Received (ONR) Claims
We understand that issues can arise with mail-order shipments, and on a global scale, an average of 4-5% of untracked shipments may experience loss, delays, or false claims of non-delivery. To support our retailers, we go the extra mile by offering refunds for all untracked shipments that are lost, delayed, or even falsely claimed as lost.
Has the estimated delivery time already expired?
Regarding the estimated delivery time, we kindly ask customers to wait until the last day of the estimated delivery date before making a claim of non-receipt. For orders shipped within the UK, customers should expect a handling time of 1 working day and a delivery time of 3 working days (excluding special order items), which may take up to 10 working days for delivery. International customers, on the other hand, are advised to wait a minimum of 21 working days before making a claim.
We highly recommend reviewing and adjusting your shipping settings to accurately reflect our shipping lead-times to ensure clear expectations for your customers.
Note: these policies do not apply to FBA Enrolment.
NOT YET LATE
The estimated delivery date has not yet expired
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Thank you for your email, although I am sorry to hear that your order has not yet arrived. However, please note that we do not anticipate your order to be received until [INSERT LAST DATE] at the latest.
Therefore, we kindly request that you wait until after this date before contacting us again. If, by that time, your order has still not arrived, I will be able to promptly assist you in resolving this matter.
In the meantime, we greatly appreciate your patience, and I hope that your order is delivered on time and meets your expectations.
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ORDER IS NOW LATE: REPLACE OR REFUND
The estimated delivery has expired and the order is now late
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Thank you for your email, and I apologise for the fact that your order has not yet been delivered.
Although we anticipate that your order will arrive at some point, since it has not been received by the estimated date provided, we can offer you two options:
Option #1: We can promptly ship a replacement order to you.
Option #2: We can issue a full refund for your order.
We kindly request that you inform us of your decision regarding how you would like to proceed, and we will take the necessary action accordingly.
Once again, please accept our sincere apologies for any inconvenience caused.
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Wait for your customer to respond
You must wait for your customer to respond before actioning their request.
REPLACEMENT
Your customer has requested a replacement order
To request a resend, launch the Submit Order Information form. This form is specifically designed to facilitate resend requests and ensure a smooth process.
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Thank you for kindly confirming. As requested, I shall arrange for a replacement to be posted and will make a claim for our loss with the carrier.
In the meantime, please continue to accept my sincerest of apologies for any inconvenience this has caused for you.
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REFUND
Your customer has requested a refund
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Thank you for kindly confirming. As requested, I have now issued a full refund for you and will make a claim for our loss with the carrier.
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IMMEDIATE REFUND
The estimated delivery has expired and the customer has requested, or the marketplace policy requires an immediate refund
START MESSAGE ==>
Thank you for your email, and I apologise for the fact that your order has not yet been delivered.
Although we anticipate that your order will arrive at some point, since it has not been received by the estimated date provided, I have now issued a full refund for you and will make a claim for our loss with the carrier.
In the meantime, please continue to accept my sincerest of apologies for any inconvenience this has caused for you.
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International (overseas) exclusions
We currently do not offer a resend option for international shipments, except in cases where you would like to arrange a replacement at your own expense. If you choose to proceed with a replacement shipment, you can request it through our Retailer App.
Alternatively, if you prefer not to arrange a replacement at your own expense, we recommend refunding your customer for the order. This will ensure a satisfactory resolution for both parties involved.
Please let us know your preferred course of action, and we will assist you accordingly.
Requesting your refund from us
To request a refund, launch the Submit Order Information form. This form is specifically designed to facilitate refund requests and ensure a smooth process.
Refund policy and waiver of dropship-fee
To ensure eligibility for refunds in cases of customer claimed non-receipt, it is important to follow the procedures and templates provided in this guide exclusively. Deviating from the advised or pre-authorized methods of handling customer complaints may result in voiding your eligibility for refunds.
Please note that dropship fees for orders placed with us via Bulk Upload are non-refundable.
We value your cooperation in adhering to the specified guidelines to ensure a streamlined process for handling customer complaints and refund requests. If you have any questions or need further assistance, please don't hesitate to contact our support team.
Need help?
Book a free call with us today and we'll help you get started. Don't like video calls? No problem. Join our Retailer Portal and we'll be happy to answer any queries via text-based-chat instead.
