- All orders are listed in PHANTOM; if you don’t see an order in PHANTOM & have searched by customer name or order #, please email accounts@tvp.nyc
- The status of an order
- Ready To Process (in holding pattern, has not been processed)
- In Process (flowed into shipping system, label has not been created yet)
- Split In Process (order has products that are fulfilled at the TVP Warehouse and a second warehouse)
- Canceled
- On Hold (does not apply to active clients)
- Backorders (a product within the order is OOS)
- Error (some issue with the order, usually an incorrectly inputted address)
- Ignored (product that is not fulfilled at the TVP Warehouse)
- Shipping Issues -> Tracking
- hasn’t updated and the order has been shipped
- says delivered but customer hasn’t received the order
- doesn’t populate in Shopify
- If you identify any of these issues with an order, please email accounts@tvp.nyc, we will contact the shipping company and if applicable, submit a claim.
- Shipping Methods & Managing Issues
- USPS -> tracking says delivered but customer hasn’t received
- We can file a claim but USPS aren’t very receptive to these complaints
- The recommendation is to either confirm the customer’s address and resend. Or refund the customer for the order. It’s all about the customer experience and making any issues with an order correction seamless.
- UPS -> more receptive to claims and do help to try and trace where the package was delivered.
- In many cases, the customer has inputted something wrong in the address.
- We do not send an order with an invalid address with the exception of a new building or new home since these addresses are not always updated in google. In these cases, we are able to verify and send the package.
- USPS -> tracking says delivered but customer hasn’t received
Orders & Tracking
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