When your customer receives the wrong item, it can affect their trust and satisfaction. This guide explains how to report incorrect item claims to the Portless Customer Support Team and what happens during the investigation process.
Things to keep in mind
Submitting complete and accurate details helps us investigate and resolve your claim faster.
Always ensure that the photos clearly show both the incorrect item and the product barcode.
Report an incorrect item claim
If your customer receives the wrong item, report it to the Portless Customer Support Team using one of the following channels:
Send an email to [email protected]
Submit a ticket through the Portless Help Center
Chat with us by clicking the chat bubble at the bottom right corner of your Merchant Admin Portal
Include the following details in your report:
Order number
SKU of the item in question
Supporting photos or videos, including:
A clear photo of the item(s) received
A photo of the barcode on the packaging (Note: We need the product barcode, not the waybill barcode.)
Short description of the issue
What happens during the investigation
The Portless Customer Support Team will verify if the product barcode matches our records.
If the barcode matches our records:
The issue is likely caused by a labeling error from the manufacturer. The product itself was tagged incorrectly (for example, a Small labeled as Large). This type of issue is manufacturer-driven and ineligible for compensation. We recommend forwarding this matter to your factory for correction.