An escalation formally reports post-delivery issues, allowing vFulfill to investigate and act if conditions are met. This article helps you understand when to raise an escalation and how vFulfill can support you.
📌 What Qualifies as an Escalation?
A partner can raise an escalation within 3 days of delivery if the following conditions are met :
Issue Type | Description |
🔄 Wrong Product Delivered | The customer received an incorrect product. |
📦 Product Partially Delivered | Some items from the order are missing. |
💔 Broken/Damaged Product Delivered | The product arrived broken or damaged, either due to transit or manufacturing defects. |
🚚 Product Not Delivered but Marked as Delivered | The system shows a successful delivery, but the customer didn’t receive the product. |
If your issue matches any of the above, you can raise an escalation. Otherwise, please submit a delivered request, and we will assist you.
✨ How to Raise an Escalation in your vFulfill account ? |
📌 Go to Orders Support >> Delivered Escalations >> Add New Escalation |
📌What Are the Criteria for Escalation Acceptance?
vFulfill will review each escalation and take appropriate action based on the following criteria :
Criteria | Escalation Accepted ✅ | Escalation Rejected ❌ |
📅 Timeframe | Raised within 7 calendar days of delivery. | Raised after 7 calendar days of delivery. |
📸 Proof | - Unboxing video clearly showing AWB number & package contents 🎥 | - No unboxing video provided. |
📦 Partial Order/ Missing Items | Confirmed by courier team. | Incorrect shipping details provided by you. |
💔 Broken/Damaged Product | Damaged at the time of delivery & verified through images/videos. | Damaged after delivery due to improper handling. |
🚚 Product Not Delivered | Marked as delivered but not received. Courier/LMD fails to provide valid Proof of Delivery (POD). | Courier/LMD provides valid POD confirming delivery. |
🔄 Wrong Product Delivered | Sent due to a fulfillment error. | Customer ordered the wrong product and requests exchange. |
📌 What Happens After an Escalation is Accepted?
Step | What to Expect |
🧐 Investigation | Our claims team reviews the provided evidence (images, videos, etc.) to determine the root cause. |
⚙️ Action Plan | Based on verification, we will propose one of the following: |
⏳ Response & Resolution Time | - Response Time: 1-2 working days. |
📞 Communication | You’ll receive updates throughout the process. If we need more details, we’ll reach out. Check notes & attached media in your escalation card for updates. |
⚠️ Points to Remember
S. No. | Policy Details |
🔗 1 | Update your store's refund policy to require an unboxing video and mention it in the post-purchase thank-you note. This helps ensure smooth claim processing. |
⚙️ 2 | Products that function correctly but don’t meet customer expectations are not eligible for refunds or replacements. |
📦 3 | Non-refundable/non-replaceable unless defective or missing item dispatched: Hygiene & personal care (e.g., shapewear, cosmetics), baby & pet products (e.g., chewables, pacifiers), and application-based or consumable items (e.g., skin patches, lotions). |
📦 4 | For smoother claims, add this message on packages: "For any claims or refunds, please record a clear unboxing video at the time of delivery." |