Uh Oh! what to do when something goes wrong with your order

Your order has arrived yay! Since you already read our blog
on receiving
your order
you are all set
and know what to do. You got your manifest handy and are checking your order in
and uh oh, damaged items on a shelf pull condition lot or missing items on
either a shelf pull or a customer return condition lot. Now before you panic,
let’s discuss what to do when something goes wrong with your order. First, know all the facts. Whether your order is missing
items or has damages a claim form
must be filled out and submitted within 5
calendar days
of receipt. Failure to meet this deadline will result in your
claim being rejected. Don’t put it off till the last minute, as soon as it
arrives check it in and make sure it’s all there. Next let’s talk about what a
claim can be filed for and this all depends on the lots condition.

Shelf Pulls – Shelf pull lots on average have a
defect rate of 5% or less and that 5% threshold is both typical and acceptable.
Claims can be filed for both distressed merchandise and shortages that exceed
the 5% threshold. It is important to note that shortages (missing items) and distressed
items, for the purposes of a claim are treated the same and for the purpose of
this article the term damages will
refer to both distressed or missing merchandise.

So how do you
determine whether the damages exceed the 5% acceptable threshold? Basic
arithmetic, if your lot cost $1000 then the 5% allowable threshold is $50 and
any merchandise damaged with a value exceeding this $50 threshold can and would
be issued a credit anything below $50 would not be credited.

So for
example if you purchase a lot for $2500 the 5% allowable defect rate would be
in this case $125. Let’s then say you total up the value of the damages and
they come to $330. So total damages $330 minus allowable defect rate $125
equals your credit $205.

Note, we will
also require pictures that clearly show the defects of the distressed
merchandise and we may ask you to return distressed items. If you do not submit proof, your claim will
be denied.

Customer Returns– Claims can be filed for shortages
only and shortages must exceed 5% of the total value of the lot. Claims for
distressed merchandise on these lots will be denied. While very uncommon
substitutions can occur in customer return lots, these substitutions are of similar
value to the item listed and cannot be claimed unless the substitution is of a significantly
lesser value than the listed item.

Filling out the form– Now that you know what can and
cannot be claimed, fill out the claim form. Each field in the claim form is
essential so please be sure that the form is filled out in its entirety. Claims
that are missing required fields will be denied. Claims filled out by hand or
in other formats will be denied. An absolutely essential piece of documentation
we require is carton counts and pictures of the received carton labels. These
carton labels assist us in determining information like what boxes were shorted
from the shipment or why certain items were shorted from a particular box.

One additional note on security tags– We do our best to assure
removal of security tags from all our items, from time to time some will be
missed and while irritating these are not considered damages. We will gladly remove
these for you free of charge or you can purchase a security tag remover from our website for whichever tag you need to

While we do
our best to assure that what you ordered is what you get mistakes can and do
happen. We understand it can be time consuming and a headache to file a claim
but remember it helps both you by keeping money in your pocket and us by
improving our accuracy a win-win in my book.

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