# 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](mailto:support@portless.com)
- Submit a ticket through the **[Portless Help Center](https://support.portless.com/)**
- Chat with us by clicking the chat bubble at the bottom right corner of your **[Merchant Admin Portal](https://portal.portless.com/login)**

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.