Common shipping issues
On this page
- Why is my tracking number not working?
- The customer is refusing to pay for the customs fees. What do I do?
- My order has been lost. What can I do?
- My order arrived damaged. What can I do?
- How do I deal with an invalid destination address?
- My order was returned, but is not in inventory. Why?
- How do I cancel an order?
- Why is my order delayed/not living up to the SLA?
Q.Why is my tracking number not working?
A.Tracking numbers often take a bit of time to activate. Typically, this happens when the product missed its initial scan at the carrier sorting facility. The tracking number will be activated the next time there is an in-transit scan, which happens at numerous points during transit. If the package has not been delivered and it has passed the expected delivery window, you can report a problem in your Shipwire account.
Q.The customer is refusing to pay for the customs fees. What do I do?
A.In nearly all cases the product will be abandoned because paying for return shipping will be cost-prohibitive. It will cost more than the value of the product to return it. There will sometimes be disposal charges for the product, which are generally less than the cost of shipping the product back.
Q.My order has been lost. What can I do?
A.In case of a lost order, you should file a claim in your Shipwire account interface. Typically private carriers include shipping insurance on orders up to a certain dollar amount. You can report a problem referencing the order number when your order is lost.
Q.My order arrived damaged. What can I do?
A.In case of a damaged order, you should file a claim in your Shipwire account interface. Typically private carriers include shipping insurance on orders up to a certain dollar amount. You can report a problem referencing the order number when your order is damaged.
Q.How do I deal with an invalid destination address?
A.All shipping addresses are run against USPS address databases domestically and similar premium databases internationally for verification. Whenever possible, Shipwire auto-corrects addresses that are entered incorrectly. If the address is not recognizable, it gets put on an address verification hold. If this happens, you should contact your customer and ask them to provide the address in a different format or an alternate address where their order can be shipped. When you have an alternate address, you can edit the order with the new information. If the customer insists that the address is correct, we can force the address through to the facility. This may incur additional cost and may require a different carrier.
Q.My order was returned, but is not in inventory. Why?
A.This is likely because the order was returned, but has not been received yet by the warehouse. First, see how many days have passed since it was delivered. Shipwire standard SLA for a return is 2-5 days. If the item was trackable, you can check whether it arrived at the facility. You should use trackable shipping for return items so you can check this. If the product arrived damaged, it will be received as damaged, but is not easily viewable in your Shipwire account. You can report a problem on the return to find out why it has not appeared in your account. See how to report a problem.
Q.How do I cancel an order?
A.You can cancel an order in your Shipwire account if it has not been sent to the warehouse. To do this, enter the order number in the Search bar. You will then see buttons to Hold, Edit, Cancel, and Duplicate the order. Click Cancel Order, then click Yes when prompted. If your order has already been sent to the warehouse, it is picked and shipped right away so you will not be able to cancel the order from your Shipwire account.
Q.Why is my order delayed/not living up to the SLA?
A.You should report a problem if there is a delay in your order. You can do this once the order has shipped.