Tracking Links That Don't Update or Show Movement

Tracking Links That Don't Update or Show Movement

Overview:

If you're experiencing issues with tracking links that don’t show movement or updates, here’s what to do based on the status of your package. Follow these steps to resolve the issue efficiently.

Tracking Shows No Movement (Package Not Received by Carrier):

If your tracking link shows no updates and indicates that the carrier has not yet received the package, please follow these steps:
  1. Wait 10 Days: Please allow up to 10 calendar days (excluding Sundays and holidays) from the shipment date for the tracking to update. Delays in the carrier's system or ongoing transit could cause the tracking information to lag. During this time, the tracking status may still be updated.
  2. Request Reshipment or Refund: If there are no tracking updates or movement after 10 days, you may request a reshipment or a refund for the affected order, based on your preference. Please contact us at support@ondemandfulfillment.com to let us know which option you'd like to proceed with.
    1. Reshipment: If you choose to have your order reshipped, we will send a replacement package at no additional cost to you after the 10-day waiting period.
    2. Refund: If you prefer a refund, we will process it in full after the 10-day period. The refund will cover both the product and shipping costs and will be applied as a credit note to your next invoice.
Important: Clients may request a reshipment before the 10-day waiting period has passed; however, the cost of the new shipment, including the standard bottle and shipping price, will be the client’s responsibility and will be added to their weekly invoice. If the 10-day period passes with no movement on the original shipment, ODF will issue a credit note for the first shipment, which will be applied to your weekly invoice.


Tracking Shows Movement (Package In Transit or Scanned):

If the tracking shows scans or movement in the carrier’s system, it means the package is in transit and has been received by the carrier. If you're experiencing delays with tracking number updates, here’s what to do next:
  1. File a Claim with the Carrier: ODF will file a claim with the carrier to investigate the package's status and resolve any delays or issues.
  2. Next Steps Based on Claim Outcome: Depending on the carrier's final decision, ODF will proceed with either a reshipment or a refund based on the claim outcome.
    1. Reshipment or Refund: If the carrier deems the package lost or undeliverable, we will offer a reshipment or refund based on the claim payout.
Important: Clients may request a reshipment before the 10-day waiting period has passed; however, the cost of the new shipment, including the standard bottle and shipping price, will be the client’s responsibility and will be added to their weekly invoice. If the 10-day period passes with no movement on the original shipment, ODF will issue a credit note for the first shipment, which will be applied to your weekly invoice.

If you have any further questions or need assistance, please don’t hesitate to contact our customer support team. We're here to help!



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