Reship
Also known as: Reshipment, Replacement Shipment, Resend
Definition
A reship occurs when a seller sends a replacement order because the original shipment was lost, damaged, or otherwise failed to reach the customer successfully. It’s a common customer service resolution for delivery failures.
When to Reship
| Situation | Action |
|---|---|
| Package lost (no scans for 7+ days) | Reship after investigation |
| Delivered but customer claims not received | Verify address, then reship |
| Package arrived damaged | Reship if return not required |
| Wrong item shipped | Reship correct item |
| Stolen package | Reship with signature required |
Reship Process
- Verify the issue - Confirm the problem is legitimate
- Check inventory - Ensure item is in stock
- Create new order - Flag as reship for tracking
- Upgrade shipping - Consider faster/more secure method
- Communicate - Notify customer of new tracking
- File claim - Recover costs from carrier if applicable
Reship Policies
Businesses should establish clear reship policies:
- Time window - How long after delivery to accept claims
- Verification - What proof is required
- Limits - Number of reships allowed per customer
- Value thresholds - Different rules for high-value items
- Shipping method - Standard or expedited replacement
Preventing Reships
- Address verification - Catch errors before shipping
- Signature required - For high-value items
- Photo confirmation - GPS-stamped delivery photos
- Package tracking - Proactive monitoring for issues
- Secure packaging - Prevent damage in transit
Cost Considerations
Reships are expensive:
- Product cost (if original not returned)
- Shipping cost (often expedited)
- Customer service time
- Carrier claim processing
Reship vs. Refund
| Reship | Refund |
|---|---|
| Keeps the sale | Loses the sale |
| Customer wants product | Customer wants money back |
| Product still available | Out of stock situations |
| Better for retention | Sometimes necessary |
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