Once you have created a shipment and it has appeared in the Tracking tab, you have several options to create a support request and get in touch with the courier.
Let's go through them one by one:
1. Shipment is delayed.
Depending on the courier service you use, every shipment should be delivered within a certain amount of time.
If your shipment has been in transit for significantly longer than planned, and it does not show any progress, you should get in contact with the courier. Keep in mind that you can submit the request once the shipment is delayed for more than 4 business days
2. Shipment(s) have not been picked up.
If for some reason the courier did not show up to pick up the shipment(s), the fastest and most efficient way to get the problem solved is to request a new pickup manually from the Dashboard. You can find a step-by-step guide HERE.
3. Shipment has no tracking information.
If your shipment does not show any tracking information:
a) you probably did not give the package to the courier and it is still in your warehouse
b) or the courier has unfortunately lost it.
For further information on tracking information please click HERE.
If you are certain that you handed over the package to the courier please confirm the points below. Additionally, you must upload the Shipping List (where the lost shipment appears) signed by the courier, as proof that the courier actually picked up the shipment. This step is crucial as without this information the courier will not process your request.
4. Shipment shows an exception for wrong/missing address.
If the address (and/or phone number) is not correct or complete, you can easily modify it and send the correct version to the courier. If you are 100% sure that the address is correct submit the request without changing it.
The other option is to manage the incident with the incorrect delivery address directly via the courier's web page.
5. Shipment shows an exception saying it needs additional documentation (invoice, etc).
If you happen to ship any orders with incomplete documentation, you should upload all the documents that Outvio has generated for you. Note that sometimes even if you have added three copies of the invoice to the transparent envelope attached to the package, the couriers might have lost it during transit.
For this reason, if you get notified that your shipment is missing some documentation, do not hesitate to contact the courier.
6. Shipment is being returned without being delivered.
If you see that your shipment is marked for the return to the origin, you should act quickly and ask additional information from the courier.
The shipment may be returned for a number of reasons:
Customs may be waiting for specific documentation/certificates. If these are not sent to them within a certain time, the courier might return the shipment.
The goods are waiting at a collection point for the recipient to pick them up. If the recipient does not pick it up within a certain time, the shipment will be returned to the origin.
The recipient must pay the customs duties before receiving the goods. If the recipient refuses to pay, the goods will be returned to the origin.
In any case, if possible, you should request another delivery attempt from your customer.
7. Shipment shows as delivered but the recipient says he has not received it.
If your client claims that he/she has not received the package although based on the tracking information the package should have been delivered without any incident, you should require further information from the courier.
Please note that if your shipment is already in the status of "Delivered", you can also contact the courier through the History tab by making a claim. You need to ask for proof of delivery from the courier. If your client claims that the signature does not belong to him/her, you should proceed with the claim and wait for the courier to check the situation from their side.
Please note that you can follow the information on each case in the Courier Support tab. If the courier has not responded within three days, you should contact them again by describing the problem/situation as precisely as possible.