Getting an order delivered to your customer may feel like the journey is complete but we know that sometimes, challenges show up even after delivery. Your customer might come back with concerns like:

A product damaged during transit
Missing or partially delivered items
Product not matching their expectations
A need for a different size or color

We understand that these situations can feel tricky. To make them easier for you, your vFulfill account provides two clear ways to address post-delivery issues:

➡️ Delivered Requests
➡️ Delivered Escalations

⚖️ Delivered Requests vs Delivered Escalations

Not every post-delivery concern is the same. Some are about your customer’s personal preference, while others are genuine product or delivery issues. Here’s how they differ:

Aspect	Delivered Request	Delivered Escalation
Purpose	You’re asking vFulfill to take an action (like a reverse pickup, refund, or replacement). These are optional and fully your choice.	You’re reporting a genuine issue (damaged, missing, or wrong item) and seeking a resolution such as refund or replacement.
Documentation	❌ No proof required.	✅ Proof required: clear images + an unboxing video.
Who Covers Cost	You cover the costs (fulfillment, shipping, fees).	If the claim is validated, vFulfill covers the costs.
Timeframe	Can be raised anytime after delivery.	Must be raised within 7 days of delivery.
Resolution Time	⏳ Usually resolved within 1–7 business days.	⏳ Usually resolved within 1–7 business days.
Examples	- Customer wants a different color/size. - You decide to refund/replace at your own cost.	- Product arrived damaged with proof. - Wrong or missing item. - Product quality mismatch with valid proof.
Actions Available	1️⃣ Reverse Pickup 2️⃣ Replacement 3️⃣ Refund	1️⃣ Reverse Pickup 2️⃣ Replacement 3️⃣ Refund

🔎 How to Decide Which Action to Take

✅ Customer preference or your choice → Raise a Delivered Request

✅ Genuine issue with proof → Raise a Delivered Escalation

💡 Quick Tip: Only one action can be raised per delivered order - either a Request or an Escalation.

🕒 How We Handle Post-Delivery Support

Delivered Requests: Can be raised anytime, based on customer preference. No strict time window.
Delivered Escalations: Must be raised within 7 days of delivery.
Both processes give you full visibility, trackable progress, and clear resolution timelines.

Think of it as a structured way to manage all post-delivery situations - whether it’s a simple request to delight your customer or a formal escalation for delivery issues.

⭐️ Related Articles & Quick Navigation

Topic	What You’ll Learn	Link
What is Delivered Escalation?	Learn about eligibility, proof requirements, and acceptance criteria	Read Article
Replacement, Reverse Pickup & Refund Requests	Understand the actions themselves, cost implications, and usage scenarios	Read Article
How to Raise a Delivered Escalation	Step-by-step guide to raising escalations with required proof	Read Article
How to Raise a Delivered Request	Step-by-step guide to raising requests for reverse pickup, replacement, or refund	Read Article