Compare the promised delivery with the actual fulfillment record and the customer’s report before writing a response.
Records to compare
- Order contents and delivery address
- Promised shipping or service date
- Carrier history, delivery confirmation and any delivery photo
- Messages about a missing, partial or late delivery
Check the conclusion
A shipping label establishes that a label was created. Use the saved carrier events when describing shipment and delivery, and explain any part of the order still unaccounted for.
Prepare the response
Use the response guide to connect each statement to a record. Check the evidence and follow the deadline and submission requirements in the actual dispute.