Handling Incorrect Item Claims

Learn how to report a wrong item delivery and what to expect during the Portless investigation process.

March 9, 2026

Things to keep in mind

• Submitting complete and accurate details helps us investigate and resolve your claim faster.
• Always ensure that the photos clearly show both the incorrect item and the product barcode.

Report an incorrect item claim

If your customer receives the wrong item, report it to the Portless Customer Support Team using one of the following channels:

• Send an email to support@portless.com
• Submit a ticket through the Portless Help Center
• Chat with us by clicking the chat bubble at the bottom right corner of your Merchant Admin Portal

Include the following details in your report:

• Order number
• SKU of the item in question
• Supporting photos or videos, including:
  1. A clear photo of the item(s) received
  2. A photo of the barcode on the packaging (Note: We need the product barcode, not the waybill barcode.)
• Short description of the issue

What happens during the investigation

The Portless Customer Support Team will verify if the product barcode matches our records.

• If the barcode matches our records:
  • The issue is likely caused by a labeling error from the manufacturer. The product itself was tagged incorrectly (for example, a Small labeled as Large). This type of issue is manufacturer-driven and ineligible for compensation. We recommend forwarding this matter to your factory for correction.