Shipping/Delivery questions

This article will contain information to assist with answering any shipping/delivery questions you may get.

No update to the tracking in several days – During the holidays or with Covid, delays can be typical. If it’s been more than 4-5 business days, ask in Slack what the tracking number is. Include the order number.

need the tracking number for an order and it’s not in the order or store dashboard. – reach out in slack so a lead/Tier2 can take a look. Once you have the tracking information, update woo to show completed and fill in the tracking number and shipping partner info. choose Update when complete.

Wrong Address entered or needs to change it to something else – Can you update my shipping address? – Submit an Orbit Form to escalate it with the correct address and we’ll attempt to have FedEx change it.

customer requests a change in how the package is delivered (wants it to require a signature, placed in a certain spot, etc) – we do not have control over how packages are delivered, although we can suggest that they visit FedEx website to change delivery preferences. https://www.fedex.com/en-us/faq/delivery-manager.html

I received something I didn’t order – have them check with friends/family to see if their address was used, then submit an Orbit Form to escalate it.

Return to Sender – Usually, there’s a reason attached to this. Bad address, missing info, label damaged, the customer refused delivery. That would give us some idea of what we need to do. Please check the tracking on the FedEx site first to see if there’s a reason. If the issue is with the address, confirm the correct shipping address with the customer. Submit an Orbit Form to escalate it.

my order shows delivered when I check the tracking number but I don’t have it – check your neighbors and around the property for the package. wait 72 business hours from delivery. If more than one package was shipped, confirm what products were not received. Submit an Orbit Form to escalate it.

FedEx lost my package – Submit an Orbit Form to escalate it.

Missing an item from order – confirm in Slack if there’s more than one tracking number and it’s undelivered. If all tracking numbers are delivered, include what wasn’t delivered in the Orbit Form escalation.

shipping box arrived damaged and the product is missing or damaged – gather photos of the damage. Submit an Order Form to escalate it.

I received my product and one of the parts is defective. – product support should help to confirm issues with the device. then the product would be replaced through the warranty system.

Received product but it is missing a part – Confirm what was received and what wasn’t. Submit an Orbit Form to escalate. be specific.

Product arrives damaged but shipping box is in good condition – gather photos of the damage. Submit an Orbit Form to escalate it.

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Tags: damaged, delivery, fedexitem, internal, missing, sender, ship, tracking