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Tutorial

Runbook: Handle a Lost or Damaged Shipment

Account: VITAG (Vitagen Labs)
Navigation: Operations → Orders → [find order]

When to Use This Runbook​

Use when a customer reports that their package never arrived, arrived damaged, or tracking shows delivery but the customer says they didn't receive it. Also covers filing a carrier claim when applicable.

Who handles this: Customer service or operations with Orders — Edit permission.

Step 1: Look Up the Order and Tracking​

  1. Find the order in Operations → Orders

  2. Note the:

    • Carrier (UPS, FedEx, USPS)

    • Tracking number

    • Ship date

    • Shipping address on the order (confirm it matches what the customer is reporting)

| Tracking Shows | What's Happening | Next Steps |

Return ReasonAction
Wrong address (customer error)Confirm correct address → re-ship → charge shipping if you choose
CarrierClaim Filing URL
USPShttps://www.usps.com/help/claims.htm
UPShttps://www.ups.com/us/en/support/file-a-claim.page
FedExhttps://www.fedex.com/en-us/customer-support/claims.html

Important: File within the carrier's claim window:

  • USPS: Within 60 days of mailing date (Priority Mail Express: 7 days)

  • UPS: Within 60 days of scheduled delivery date

  • FedEx: Within 60 days of scheduled delivery date

Is it worth filing? For a $49.99 supplement bottle, the claim payout (if successful) is typically $100 for USPS Priority Mail (included carrier insurance) or more if you purchased additional insurance. For high-value orders, always file. For low-value orders, weigh your time against the payout.

Step 4: Add Notes to the Order​

Add a note documenting everything:

"Customer reported non-delivery [DATE]. Tracking shows [status]. Replacement order #[ID] created [DATE]. Carrier claim filed [DATE] — [CARRIER] claim #[CLAIM NUMBER]. CS: [your name]"

Preventing Lost/Damaged Shipments​

  • Packaging: Use enough void fill in boxes so supplements don't rattle. Bottles can break seals if jostled during transit.

  • Address verification: Enable address validation at checkout so typos are caught before the order ships

  • Purchase shipping insurance for orders over $100 — most carriers provide minimal default coverage ($100 USPS, $0 FedEx/UPS ground for some items)

  • Track your carrier performance: Persistent problems with one carrier (frequent losses in certain regions) may justify switching carriers for those zones

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