At ShipBob, we do our best to fulfill every order as perfectly as we can at all times. However, we are human and, on occasion, we do make mistakes! For any such error, we want to ensure that we provide remedy for the mistake and come to a swift resolution. Please see below for our policies on specific instances.
To continue to reduce our error rates, we need your help in bringing the specific errors to our operations teams' attention and putting measures in place to prevent them going forward. Please make sure to include the Order ID and nature of the error in your inquiry to our Customer Success team. We appreciate it!
If it is determined that ShipBob has made an error in the picking of items or quantities of items, ShipBob will generate a return label to return the incorrect inventory at our expense as well as generate a new order to send the correct items and/or quantities at our expense and ship using the shipping option selected for the original order. If you choose to ship using a different shipping option or carrier, ShipBob will apply a credit for the cost of what using the original shipping method would be and the difference will be at your expense.
ShipBob cannot accommodate deviations from the policy above. For instance, if your company policy is to let your customer keep the mistaken inventory, ShipBob will still cover the cost of re-shipment of the correct items and/or quantities as above as well as the cost of what the return label would cost, but will not reimburse for the cost of the item your customer is keeping.
ShipBob cannot generate international return labels, so we will credit you for the cost to your customer of returning the incorrect items with a valid invoice OR the wholesale cost of the merchandise, whichever cost is lower.
If it is determined that ShipBob has made an error in the packing of items or quantities of items (such as the incorrect entry of weights or dimensions leading to a higher price), ShipBob will apply a credit for the difference between what the order was invoiced at and what the invoiced amount should have been.
Note: this does not include packages damaged in transit. Please see this section for policies on lost or damaged packages
If it is determined that ShipBob has swapped orders (e.g. sent Customer A a package for Customer B and vice versa), ShipBob will generate return labels at our expense for both parties so that the proper items can be shipped to the proper recipients.
To ensure a quick resolution, please ask your customer to identify the Order ID on the packing slip in the incorrect package they received.
If it is determined that ShipBob has made an error and lost inventory that we cannot account for, ShipBob will apply a credit for the wholesale value of the items lost.
Note: we require an invoice showing the wholesale value in order to apply such credit.