CDON defines a Missing Shipment as "A package the customer feels they have not received". A customer can only report an item Missing once the delivery window has expired. So It's important to have an accurate delivery window for your products.
Customer reporting a Missing Shipment within the delivery window
When a customer reports a Missing Shipment, an automatic check is performed for the delivery time. If the delivery window has not yet expired, the customer cannot create an errand.
Missing Errands Flowchart
Statuses to use for Missing Errands
| Errand approved | The customer needs to be refunded by you. This status can be used when the article is missing, and you decide to refund the customer on your behalf. |
| Approved with deduction | The customer will receive a partial refund. This status can be used when the article is missing and/or shipment is late, and you decide to do a partial refund to the customer on your behalf. |
| Errand approved, new product | You send a new product to the customer, and no financial refund occurs. This status is also used when sending spare parts. |
| Errand rejected | The customer's errand is rejected. This status is used when the article is not missing, for example, if you have provided a tracking number showing the article can be fetched at a pick-up location. |
| Not submitted/changed | The customer stopped replying, and you were unable to solve the errand. This cancels the errand. |
I have a valid tracking number
You can only decline an errand for a Missing Shipment if you have a fully traceable tracking number* which shows the article has been fetched, or is available at a pickup location near the customer. Otherwise, the customer should be offered a new shipment, with a valid tracking number attached to the email, or be refunded.
If the tracking number is valid, share the tracking link with the customer and put the errand's status as Errand rejected in Reclaimit.
*Please note Varubrev is not approved as fully traceable.
The customer's address is wrong
If you suspect the customer has provided an erroneous address, verify the address by asking the customer in their errand. When the customer replies with the correct address, you can send a new item there. In these instances you choose Errand approved, new product as a status.
Make sure your shipments include your return address. That way the first, incorrect, shipment will be returned to you so that it can be re-sold.