My customer received the wrong items

We apologize for the error. Our fulfillment team is only human and occasionally we do make mistakes. When these happen we want to make sure we correct them right away. If a customer received the wrong items due to a warehouse picking/packing/labeling error, please click here to view our policies.

Action:

To ensure a speedy resolution, please include the following in an email to support@shipbob.com:

  • Issue description
  • ShipBob Shipment ID
  • Items ordered vs. items received
  • If a return label is needed

Solution:

Once you send us the above information, we can copy the order to be reshipped to the customer and generate a return label for the incorrect items at our expense.

An order that usually goes for a standard amount was suddenly billed at a much higher cost

Orders going international or expedited can have a much higher cost than standard and domestic shipping rates, so make sure to check the destination and shipping option. You can also check your price plan to see if the fulfillment cost is accurate. 

You can see more about order pricing here.

Another possibility is that the item weights were entered incorrectly into our system. For example something that weighs 7oz is entered as 7lbs and drives up the price. Click here to view our policies.

Action

To ensure a speedy resolution, please include the following in an email to support@shipbob.com:

  • Issue description
  • ShipBob Shipment ID
  • Shipping cost
  • Usual shipping cost (with a few order IDs for reference)

Solution

Once you send us the above information, we can check the shipping options, weight, and dimensions and offer any applicable credits.

I have orders in pending that haven’t been fulfilled in days

If an order that hasn’t been moved from Exceptions is left pending for more than two full business days after the order was initially placed, please reach out to support@shipbob.com and we can make sure it goes out ASAP. If it was truly an oversight on our end, we can offer to ship at our cost. This only applies to cases where an order was overlooked by our picking team and not for orders that were moved from Exceptions or On-Hold due to an address issue or lack of inventory. This may also not apply to bulk orders.

Action

To ensure a speedy resolution please include the following in an email to support@shipbob.com:

  • Shipbob Shipment ID(s) or Date Range

Solution

Once you send us the above information, we can make sure your order is pushed to the front of the picking line and fulfilled ASAP.

My orders are being packed incorrectly

We generally use our standard packaging unless directed otherwise. You can reach out to support@shipbob.com to make sure packaging is corrected moving forward. Please note that anything requiring customization may incur extra fees. For any large custom projects there is a labor fee of $35/person/hour it takes for the orders to be completed.

Action

To ensure a speedy resolution please include the following in an email to support@shipbob.com:

  • The problem
  • Any relevant photos/description of packaging error
  • The best phone number and time of day to contact you 

Solution

Once you send us the above information, we can check in with the packing team to ensure that orders are fulfilled correctly. We may also contact you for clarification or to discuss different options and pricing if necessary.

My customer still hasn’t received their package

Tracking by the carrier may have stalled. Delivery for standard domestic shipments can take up to two weeks, and it can take up to a month for international shipments to reach their destination. If tracking shows an initial scan by the carrier but then does not update for 15 days for domestic shipments or 30 days for international shipments, we can proceed with a lost-in-transit claim on your behalf.

Please see the following guide for items lost in transit: Lost in Transit Policies.

While you can reship right away at any point, we need to wait until after the inactivity periods pass before we can consider the package lost and proceed with a claim.

If the order never gets any tracking update, we will follow our No Carrier Tracking Policy.

Action

To ensure a speedy resolution, please include the following in an email to support@shipbob.com:

  • Account email
  • ShipBob Shipment ID
  • Tracking number
  • Carrier 
  • Ship Date 
  • Nature of Loss: Damage/Loss
  • Communication from your end customer confirming damage/non-delivery
  • Invoice/proof of value of merchandise (Please attach. A screenshot is sufficient)

Solution

Once you send us the above information, we can immediately credit your account up to $100 for the value of merchandise. If the value of merchandise exceeds $100, additional insurance would have to have been purchased for a full reimbursement. Please see the following article  for more information.
Note: We are not able to file claims for shipments marked "Delivered" with domestic tracking and shipments marked "Delivered to Destination Country: End of Tracking" with international tracking. ShipBob does not open investigations with carriers for items marked delivered. 

What to expect from our Merchant Care team

Our Merchant Care team is here to make sure you are getting the best possible service ShipBob has to offer. In every case, we will be receptive to questions, feedback, and concerns and proactive in resolving any issues. We address all cases as they are brought to our attention and appreciate your patience while we work on solutions. Thanks you!

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