How We Investigate and Resolve Shipping Issues

When shipping issues come up, we're here to help figure out what happened. Our systems and processes let us investigate every step of the fulfillment process, so we can resolve issues quickly and provide clear answers.

This guide explains our investigation process and the technology we use to track every step of your orders from pick to pack to ship.

Our Quality Control Systems

We've invested in robust tracking and verification systems to ensure accuracy and provide transparency when issues arise:

Scanning at Every Step:

• Every item is scanned during picking to verify the correct product(s) are selected
• Items are scanned again during packing to confirm what goes into each shipment
• All scan data is logged and retained indefinitely

Weight Verification:

• Every shipment is weighed immediately before packing and labeling
• Weight discrepancies can help us identify missing or extra items
• This data helps verify the contents of each package

Camera Coverage:

• All packing stations have camera coverage for quality assurance
• We use this primarily for internal quality control and training

Internal Quality Checks:

• We spot-check packages (especially fragile items) to ensure proper dunnage and protection
• Our team follows strict packing protocols for all order types

Common Issues We Investigate

Missing Items

When customers report missing items, we immediately check:

• Pick scan records to verify items were selected
• Pack scan records to confirm items went into the shipment
• Weight data to identify any discrepancies
• Camera footage to visually verify the packing process

Wrong Items Received

For incorrect item reports, we review the same data and also request:

• Photos of the item received, including any barcodes
• Sometimes products have incorrect barcodes from the manufacturer, which can result in wrong items being picked even when our scanning process works correctly

Damage or "Poor Packing" Claims

We investigate packing quality by:

• Reviewing camera footage of the packing process
• Checking our internal quality protocols were followed
• Requesting photos of the received package with all original packaging materials in place
• Asking for photos before any contents are removed or unpacked
• If our investigation confirms proper packing but damage still occurred, we can help you file a carrier claim for damage that happened during shipping

Our Investigation Process

Our team works quickly to pull scan logs, weight data, and shipping records to look for obvious explanations or errors.

Detailed Investigation (1-3 Business Days)

We conduct a thorough review including camera footage when necessary. While we work quickly to provide initial findings, some complex issues may take the full timeframe to investigate properly.

Immediate Solutions While We Investigate

We understand that customers want quick resolutions. We're happy to help coordinate immediate re-shipments or other solutions while our investigation is ongoing. You can choose to re-ship right away to keep your customers happy - we just ask that you let us complete our investigation before any credits or cost responsibility is determined.

Final cost responsibility depends on what our investigation reveals - we cover costs when we're at fault, while other issues may be eligible for carrier claims or handled directly with your customer.

What We Share With You

We provide as much documentation as possible, including:

• Scan logs showing when and what items were processed
• Weight verification data
• Detailed timeline of the order fulfillment process
• Clear explanation of our findings

Timing Matters

For the most accurate investigation, please report issues within 1-2 weeks of delivery, ideally within a few days. After extended periods, it becomes difficult to determine whether issues occurred during transit, delivery, or after the package was received.

For fragile items especially, delays in reporting can make it challenging to verify when damage occurred.

What We Find

The vast majority of our investigations show that orders were processed correctly according to our scan logs, weight verification, and camera footage. Our strict quality control processes mean genuine errors are uncommon.

However, when we do find that we made a mistake, we take full responsibility and cover the costs to make it right.

Occasionally, our investigation findings don't align with the reported issue. In these cases, we provide detailed documentation of our process and findings. Interestingly, we've noticed that sometimes after sharing our facility's confirmation of proper fulfillment, the missing items are located.

When We're At Fault

If our investigation reveals we made an error:

• We take full responsibility
• We cover replacement costs or provide appropriate refunds
• We review our processes to prevent similar issues
• We use the findings to improve our training and procedures

When Our Findings Don't Match the Reported Issue

If our investigation shows the order was processed correctly:

• We provide detailed documentation of our findings
• We share relevant scan logs and verification data
• We explain our quality control process
• We stand behind our documented evidence

Important Notes

• We investigate every reported issue regardless of value or complexity
• Our scanning and camera systems provide reliable evidence of our fulfillment process
• We're committed to transparency and will share our findings openly
• We continuously use investigation results to improve our processes
• While we can't control what happens after packages leave our facility, we can verify exactly what we sent

Contact Us

To report a shipping issue, email team@simplefulfillment.com with:

• Order number
• Detailed description of the issue
• Photos when relevant (especially for wrong items or damage claims)

We'll begin our investigation promptly and keep you updated on our findings.

Updated on: 13/06/2025