Using the Shipment Issues Form

This guide outlines which shipment issues qualify for refunds or reshipments and how to use the Shipment Issues Form correctly.

June 12, 2026

Table of contents

• Choosing a reshipment or a refund
• Orders not eligible for refund or reshipment
• Reaching out to the last-mile carrier

The Shipment Issues Form is the starting point for resolving delivery problems, like lost shipments or damaged items. This guide covers when to use the form and what to include, so your claim can be reviewed and resolved as quickly as possible.

You can request a refund or a reshipment through the form if your customer experienced any of the following:

• The shipment was lost
• Product arrived damaged (photos required)
• Shipment was missing items (photos of the items received are required)
• Shipped the wrong item (photos required)
• Shipped the wrong quantity (photos required)
• Stuck at customs

In most cases, Portless absorbs the cost of these issues once an investigation confirms what happened.

Note that some order statuses are not covered. Before submitting a claim, review the section Orders not eligible for refund or reshipment below.

Choosing a reshipment or a refund

Once you've confirmed the issue qualifies, the steps depend on which resolution your customer wants.

If your customer wants a reshipment:

1. Create a new order in Shopify so the replacement order ships out.
2. Complete and submit the Shipment Issues Form to receive credit for the original order.

If your customer wants a refund:

1. Complete and submit the Shipment Issues Form. No new order is needed.

Orders not eligible for refund or reshipment

While we aim to address all customer complaints in a timely manner, there are also issues that will not be covered by Portless, namely:

Delivered not received

If tracking shows the order as delivered, Portless does not cover the cost, even if your customer reports they never received it.

Failed deliveries due to customer or address issues

Portless does not cover orders that could not be delivered because of:

• Insufficient address
• Recipient not at his address/ not at home
• The customer failed to pick up
• The package was refused
• Delivery attempted - No answer
• Unsuccessful delivery / does not answer the phone
• The item was unclaimed by the recipient

Reaching out to the last-mile carrier

Last-mile carriers are responsible for the final leg of the delivery journey, making them key players in addressing discrepancies that can arise post-shipment. The following order issues may warrant reaching out to the last-mile carriers:

• Marked delivered but not received
• Lost in transit
• No tracking update
• Missing items

You may advise your customer to reach out to the last-mile carrier, or you may also contact the last-mile carrier on your customer’s behalf.