Sometimes, even after an order is marked as delivered, your customer may report an issue - like receiving the wrong product, a damaged item, or not receiving the order at all.
These are not preference-based situations. These are genuine delivery or fulfillment issues that need investigation.
That’s where a Delivered Escalation comes in. It allows you to formally report the issue so that the vFulfill team can investigate, verify, and take appropriate action if the conditions are met.
👉 Think of it as: “Something went wrong - I need this to be checked and resolved.”
📌 What Qualifies as an Escalation?
👉 To understand eligible scenarios and when to raise an escalation, please refer to:
🔗 Delivered Escalations
⚠️ Not sure if this applies? If the issue is based on customer preference (size, color, change of mind) → raise a Delivered Request instead.
📝 How to Raise a Delivered Escalation
Raising an escalation in vFulfill is simple, but giving attention to detail can make the review process smoother and help you get a faster resolution.
Here’s a step-by-step guide:
Step 1: Log in to your vFulfill account and navigate to the Shipments section.
Step 2: Switch to the Delivered Shipments tab and search for the specific Order ID you want to escalate. Once you locate the order, click on Request Action next to it.
Step 3: You’ll see two options: Customer Request and Escalation. Since this is about a delivery issue, select Escalation. Here, you will also see the number of days left to raise the escalation.
You’ll also notice a note reminding you that escalations are usually reviewed within 24–48 hours, and to have your unboxing video ready.
Make sure the video clearly shows the package, its contents, and the AWB number - it’s essential for validating your claim.
Step 4: Next, select the product(s) involved in the escalation. Adjust the quantity if necessary, then click Continue to proceed to the next step.
Step 5: Now it’s time to give the team all the information they need:
Select the Reason – Pick the issue that best describes the situation: product not delivered, wrong product received, partial product received, or damaged product.
Choose Your Desired Outcome – Indicate what you’d like us to do: a replacement, a reverse pickup, a refund, or a combination.
Describe the Issue – Provide a clear explanation of the customer’s experience. The more detailed your description, the easier it is for our team to understand and act quickly.
Step 6: Finally, upload your unboxing video along with any supporting evidence, such as photos, payment receipts, or call recordings.
Make sure your video clearly shows the AWB and the package contents. Once everything is ready, click Submit Escalation.
After submission, your escalation enters the vFulfill review process. Our team will carefully investigate the case and determine the best course of action to resolve the issue.
🔎 How to Track Your Escalation
Step 1: You can easily keep track of all your escalations from your vFulfill account by navigating to Order Support → Delivered Escalations.
Step 2: Here, what you'll see on this page:
Separate tabs for Open, Processing, and Closed escalations make it simple to follow the progress of each case. Use Order ID, Product ID, or Escalation ID to locate a specific escalation quickly.
See whether each escalation is open, in processing, or closed.
View updates, notes, and attachments added by the vFulfill team during resolution.
Track the actions applied to the escalation, such as Reverse Pickup (RVP), Replacement, or Refund.
This centralized view gives you complete visibility, so you always know what’s happening with each escalation.
➕ Adding an Escalation Directly
If you’d like, you can also raise a new escalation directly from the Delivered Escalations page by clicking Add New Escalation.
Simply enter the Order ID, provide the issue details, upload the required unboxing video, and submit.
The process here is identical to raising an escalation from the Delivered Shipments tab, ensuring consistency and ease of use.
✨ In Summary
Raising and tracking delivery escalations in vFulfill is designed to be simple and transparent, so you can address post-delivery issues efficiently.
By following the steps carefully and providing clear details along with the unboxing video, you help our team review your case faster and reach a resolution that works for both you and your customer.
With vFulfill, managing escalations is just a few clicks away, and we’re here to guide you every step of the way. 💙