# 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](https://support.portless.com/en/articles/13611899-using-the-shipment-issues-form).**

## How to report a missing item

1. Submit a ticket via the **[Portless Help Center](https://support.portless.com/)**.
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](https://support.portless.com/en/articles/13611806-defining-common-shipping-logistics-terminologies) 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](https://docs.google.com/forms/d/e/1FAIpQLSeeYUFXRakK6-6_uivy1cWhtSrI3Xc1mRDN0GRESQcs1x2G5w/viewform).

## Next steps, depending on the resolution

If the footage confirms the order was incomplete, submit the [Shipment Issues Form](https://docs.google.com/forms/d/e/1FAIpQLSeeYUFXRakK6-6_uivy1cWhtSrI3Xc1mRDN0GRESQcs1x2G5w/viewform). 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](https://support.portless.com/en/articles/13611891-creating-a-reshipment-order-for-missing-incorrect-items-on-shopify) for steps.
- **Refund:** the form is all you need; no new order is required.