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Budgeting for these Issues
Clients should have a line item to account for order issues.
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Chargebacks
Please email accounts@tvp.nyc when a customer has initiated a chargeback
The accounts team will identify the issue of why the client has not received the order
If we manage CS, we will email and/or call the customer to cancel the chargeback
We will submit the documents to dispute the charge back
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Fraud Orders
In Shopify, a fraud order will be identified with a red triangle. This is the highest fraud level.
Please email us if you see a fraud order. So we can put these orders on hold (not process).
Our recommendation:
Cancel these orders, it’s in the best interest of the customer and your company.
Even ...
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Fulfillment Errors
Fulfillment errors will happen from time to time for various reasons
SKUs are too similar for different products
Incorrect order information (inaccurate product description on the site)
Vendor has mislabeled a product
Human error -> we shoot for under 1% but the industry standard is 3% (please...
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Order Issues
Tracking shows delivered but customer hasn’t received (refund or create new order)
Order arrives damaged or is missing an item because packaging is open/damaged
Product is defective
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Vendor Shortages
If we rely on the packing slip instead of counting a shipment/drop, there may be a vendor error
Glitches with systems -> can cause inventory to be off, especially with pre-selling, this is always risky and can cause inventory issues within the systems.