( In process) Reporting an error
- Akanksha Srivastava (Unlicensed)
- Mayur Karwa
Eshopbox keeps high standards for a fulfillment center (FC) activities. But there are few instances when Eshopbox could not able to meet the Service Level Objective(SLA). Report for error option on the Eshopbox app, letting you quickly notify about those instances. Eshopbox verifies those reported errors and issues you the SLA credits as per the SLA policy.
On the Eshopbox app, you can report for error for:
Orders received at Eshopbox FC
Returns processed at Eshopbox FC
Inventory sent to Eshopbox FC.
Inventory recalled from Eshopbox FC.
This article will help to understand the process of reporting the error on the Eshopbox app.
Report error for Orders
To report an error, navigate to Order & Returns> Order and search the order for which you want to report the error. Click on the report for error. You will get redirected to the report to the error page. Now, follow the below steps to report your error.
Step I - Select the error Type
Please select the best option which will describe the error with the order. This will be a mandatory step.
Items in the order were different from what was ordered/shipped the wrong item: Eshopbox shipped the wrong order in place of an actual item ordered. For example, for an order of a T-shirt with Small Size, Eshopbox included a T-shirt with Size: Medium in the shipment.
One or more extra items included in the shipment: Eshopbox includes additional items in the shipment, then the actual number of items ordered. For example, for an order of 1 T-shirt, Eshopbox included 2 T-shirts in the shipment.
One or more items missing in the shipment: Eshopbox missed one or more items in the shipment, then the actual number of items ordered. For example, for an order of 3 T-shirts, Eshopbox included 2 T-shirts in the shipment.
The packaging of the order was different from the assigned packaging: Eshopbox used different packaging types than what you assigned to the order. For Example, you assigned the packaging for a t-shirt in a plastic bag. Eshopbox packed the T-shirt in a flat cardboard box with a higher weight and dimension.
The order outer packaging was in a damaged condition when made ready to ship: Eshopbox made order ready to ship in damaged/ torn or any other unpleasant condition of the package. For example, the brand outer box damaged.
Step II- Describe the error
You will describe your error in detail. Eshopbox requests you to provide more clarity on the problem you are facing with the order. This is an optional step.
Step III - Provide additional details
As a seller, Eshopbox advises you to provide proof of the error reported. Eshopbox will use this to verify those errors and issue SLA credits if applicable. Below are the documents/image you need to upload.
Upload the Image of the outer or inner packaging: This field applies for packaging related errors. When you select one of 4 or 5, this field gets enabled. This will help Eshopbox to cross verify and confirm what was shipped from FC. You need to upload the image as per the below guidelines:
Image showing the wrong packaging: You need to upload the image of the wrong packaging type used by Eshopbox. At least one image should be with the shipping label on it.
Packaging damaged/ defect/torn: You need to upload the images of the packaging clearly depicting damage/defect. At least one image should be with the shipping label on it.
Others: Upload the image as per your requirement, which can confirm the error reported. At least one image should be with the shipping label on it.
Upload 3 images of the items with tags: This field applies for packaging related errors. When you select one of 1, 2, or 3, this field gets enabled. This will help Eshopbox to cross verify and confirm what was shipped from FC. You need to upload the image as per the below guidelines:
Wrong item in the shipment: You need to upload the image as per below:
Image 1: Image of the wrong item.
Image 2: Image of outer packaging with a shipping label.
Image 3: Image of wrong product tags (back and front).
Extra item in the shipment: You need to upload the image as per below:
Image 1: Image of the extra item.
Image 2: Image of outer packaging with a shipping label.
Image 3: Image of extra product tags (back and front).
Item missing in the shipment: You need to upload the image as per below:
Image 1: Image of outer packaging with a shipping label.
Image 2: Image of extra product tags (back and front).
Image 3: Image of all the other items received in the box.
Upload the video of the error: You can share the video which clearly depicts the error with the packaging/items.
Report error for Returns
To report an error, navigate to Order & Returns> Returns and search the returns for which you want to report the error. Click on the report for error. You will get redirected to the report for the error page. Now, follow the below steps to report your error.
Step I - Select the Error Type
Please select the best option which will describe the problem with the returned item This will be a mandatory step.
Items in returns received are less than the quantity mentioned: Eshopbox failed to report for the item which was not received during return.
Item received in return are damaged: Eshopbox failed to report about the damaged products from the customer.
Item received in the wrong item in return: Eshopbox failed to report about the incorrect item received in place of actual return.
Price TAG is missing from the returned item: Eshopbox failed to report about the tag missing from the item returned.
Partial product received in a virtual combo or kit: Eshopbox failed to report about the missing items in a virtual combo or kit.
Accessories are missing from the return: Eshopbox failed to report about the missing accessories from the returns.
Step II- Describe the error
You will describe your error in detail. Eshopbox requests you to provide more clarity on the problem you are facing with the Returns. This is an optional step.
Step III - Provide proof to issue SLA credits
As a seller, Eshopbox advises you to provide proof of the error reported. Eshopbox will use this to verify those errors and issue SLA credits if applicable. Below are the documents/image you need to upload.
Report error for Inward Consignment
To report an error, navigate to consignments> Inward and search the consignment for which you want to report the error. Click on the report for error. You will get redirected to the report for the error page. Now, follow the below steps to report your error.
Step I - Select the Problem Type
Please select the best option which will describe the problem with the inward consignment. This will be a mandatory step.
My inventory got damaged under the control Eshopbox FC: The item got damaged under Eshopbox control. The damage can happen at the time of the storage or other FC activities.
My inventory lost under the control of Eshopbox FC: Eshopbox lost the item from the FC. The loss can happen at the time of storage or other FC activities.
My inventory lost at the time of order processing from Eshopbox FC: Eshopbox lost your inventory at the time of order processing at FC.
Step II- Describe the error
You will describe your error in detail. Eshopbox requests you to provide more clarity on the problem you are facing with the inward consignment. This is an optional step.
Step III - Provide proof to issue SLA credits
As a seller, Eshopbox advises you to provide proof of the error reported. Eshopbox will use this to verify those errors and issue SLA credits if applicable. Below are the documents/image you need to upload.
Report error for Recall Consignment
To report an error, navigate to consignments> Recall and search the consignment for which you want to report the error. Click on the report for error. You will get redirected to the report for the error page. Now, follow the below steps to report your error.
Step I - Select the Problem type
Please select the best option which will describe the problem with the recall consignment This will be a mandatory step.
I received a damaged/defective unit against sellable Inventory: The item received at your warehouse post recall was not in good condition or damaged.
I received less inventory from Eshopbox than expected: The number of items received pat your warehouse post recalling was less than the number of items expected.
Step II- Describe the error
You will describe your error in detail. Eshopbox requests you to provide more clarity on the problem you are facing with the recall consignment. This is an optional step.
Step III - Provide proof to issue SLA credits
As a seller, Eshopbox advises you to provide proof of the error reported. Eshopbox will use this to verify those errors and issue SLA credits if applicable. Below are the documents/image you need to upload.