How To: Prevent Missing Shipments

Missing shipments refers to orders that have not been shipped yet or have been delayed, meaning that we have not received the respective tracking ID from a last mile carrier for an order.

Our goal is to ensure exceptional service to our customers by timely delivery of orders and increase customer satisfaction. This is why it is important that you always share the valid tracking ID within the provided SLAs.

Most common reasons for Missing Shipments

Most frequent causes include:

Missing or Delayed Shipment Message:

• If customers don’t receive a tracking number, they may assume their order wasn’t processed, prompting customer service inquiries or cancellations.

Using Non-Approved Last Mile Carriers:

• Using a different last-mile carrier results in an invalid tracking ID, as it is not directly connected to our system.

Process for Delays or Discrepancies:

Please do not hesitate and reach out to [email protected] and state the problem as well as the expected time to resolve the issue.

Recommended Actions

Provide Immediate Order Confirmation

• Confirm every order within 24 hours of order activation.

• Automate confirmation emails to avoid forgetting to send confirmation emails.

Share Tracking Information as soon as possible

• Provide correct tracking numbers as soon as orders are shipped. Preventing lack of trust with customers leading them to cancelling orders.

Please Note: For Shopify users, please know that you would have to share the tracking number via Shopify. Additionally, once a tracking number is provided, you cannot change it.