Our solutions to common issues
Whenever you have an issue, submit a ticket:
https://support.nextsmartship.com/knowledge/kb-tickets/new
Questions:
1, My customer received the wrong items
We apologize for the error. Our fulfillment team is only human and occasionally we do make mistakes. When these happen we want to make sure we correct them right away. If a customer received the wrong items due to a warehouse picking/packing/labeling error, please click here to view our policies.
Action:
To ensure a speedy resolution, please include the following in an email to support@nextsmartship.com:
- Issue description
- NextSmartShip Customer ID
- NextSmartShip Order ID
- Request: Need to re-ship the order or not
Solution:
Once you send us the above information, we can copy the order to be reshipped to the customer at our expense.
2, I have orders in pending that haven’t been fulfilled in days
If an order that hasn’t been moved from Exceptions is left pending for more than two full business days after the order was initially placed, please reach out to support@nextsmartship.com and we can make sure it goes out ASAP. If it was truly an oversight on our end, we can offer to ship at our cost. This only applies to cases where an order was overlooked by our picking team and not for orders that were moved from Exceptions or On-Hold due to an address issue or lack of inventory. This may also not apply to bulk orders.
Action:
To ensure a speedy resolution please include the following in an email to support@nextsmartship.com:
- Issue description
- NextSmartShip Customer ID
- NextSmartShip Order ID
Solution:
Once you send us the above information, we can make sure your order is pushed to the front of the picking line and fulfilled ASAP.
3, My customer still hasn’t received their package
Tracking by the carrier may have stalled. Delivery can take up to a month for international shipments to reach their destination. If tracking shows an initial scan by the carrier but then does not update for 30 days for international shipments, we can proceed with a lost-in-transit claim on your behalf.
Please see the following guide for items lost in transit: Lost in Transit Policies.
While you can reship right away at any point, we need to wait until after the inactivity periods pass before we can consider the package lost and proceed with a claim.
If the order never gets any tracking update, we will follow our No Carrier Tracking Policy.
Action
To ensure a speedy resolution, please include the following in an email to support@nextsmartship.com:
- Account ID
- NextSmartShip Order ID
- Tracking number
- Nature of Loss: Damage/Loss
- Communication from your end customer confirming damage/non-delivery
- Invoice/proof of the value of merchandise (Please attach. A screenshot is sufficient)
Solution
Once you send us the above information, we'll contact the carriers for the reimbursement.
Note: We are not able to file claims for shipments marked "Delivered" with domestic tracking and shipments marked "Delivered to Destination Country: End of Tracking" with international tracking. NextSmartShip does not open investigations with carriers for items marked delivered.
4, What to expect from our Merchant Care team
Our support team is here to make sure you are getting the best possible service NextSmartShip has to offer. In every case, we will be receptive to questions, feedback, and concerns and proactive in resolving any issues. We address all cases as they are brought to our attention and appreciate your patience while we work on solutions. Thank you!