A customer may report that a product has not been delivered up to 3 months after the order was placed – if it has not arrived within the promised delivery days.
When a missing product ticket is created, you will be offered two alternatives:
- refund the customer
- Send a new product to the customer
If you have sent the product with a tracking ID, the customer should have access to the tracking ID before delivery. You will then also be able to refer to the tracking ID.
If you have sent the parcel with a tracking ID you need to update the order with the correct tracking ID within 24 h after the order is placed.
If the address is invalid or wrong, the package will be sent back to you. This means that it is of great importance that your return address is written on the back of the package.