If a customer reports missing items from their order, act quickly to maintain trust. Missing items can result from packing errors, inventory issues, or problems during transit. This article walks you through the verification and resolution process, so you can confidently support your customers.
Things to keep in mind
Submit clear and complete proof to avoid delays.
You must wait for our confirmation before issuing refunds or reshipping.
Processing time may vary depending on the Fulfillment center's response time.
How to report a missing item
Submit a ticket via the Portless Help Center.
Or, contact us through the chat bubble on the bottom-right of the Merchant Admin Portal.
Include relevant proof, like a photo or short video of what your customer received.
What happens after you report
Our CS Team will coordinate with the Fulfillment Center.
In most cases, we will request the packing footage for review.
Based on the footage:
If the full order was packed and shipped, no compensation is due. You may reach out to the last-mile carrier.
If the order was incomplete, you will be asked to fill out the Shipment Issues Form.
Next steps depending on the resolution
If a reshipment is needed: Create a new order for the missing items. Visit the Creating a Reshipment Order for Missing/Incorrect Items on Shopify page for the on how to do so.
If your customer prefers a refund, just submit the Shipment Issues Form; no need to create a new order.