Resolving Reports of Missing Items

Learn the steps to take when a customer reports missing items, including verification, fulfillment review, and next steps.

June 16, 2026

Things to keep in mind

• Submit clear and complete proof to avoid delays.
• You must wait for our confirmation before issuing refunds or reshipping.
• Processing time may vary depending on the Fulfillment Center's response time.
• Note that some order statuses are not eligible for claims; see the exclusions in the Using the Shipment Issues Form.

How to report a missing item

1. Submit a ticket via the Portless Help Center.
2. Include relevant proof, like a photo or short video of what your customer received. Specify which item or SKU is missing.
3. Inform the Customer Support Team if the parcel was received open or intact.

What happens after you report

Our Customer Support team will coordinate with the Fulfillment Center. In most cases, we will request the packing footage for review. Based on the footage:

• If the footage shows the full order was packed and shipped, the issue did not occur at our facility and is not eligible for compensation through Portless. We recommend raising a claim with the last-mile carrier.
• If the order was incomplete, you will be asked to fill out the Shipment Issues Form.

Next steps, depending on the resolution

If the footage confirms the order was incomplete, submit the Shipment Issues Form. Then, depending on what your customer prefers:

• Reshipment: create a new order in Shopify containing only the missing items, so the replacement ships out. The form credits you for the original order. See Creating a Reshipment Order for Missing/Incorrect/Damaged Items on Shopify for steps.
• Refund: the form is all you need; no new order is required.