Kapsule is responsible for managing all customer communication regarding delivery issues. Vendors should not contact customers directly. Instead, vendors provide Kapsule with the information and evidence needed to resolve the complaint.

Confirm the Issue

• Kapsule will confirm details of the problem with the customer

• For damaged goods, Kapsule will request photos of the product and packaging

• For missing parcels, Kapsule will verify the delivery address and expected delivery date

Vendors only need to assist by supplying product or order details when requested. All customer communication is managed by Kapsule.

Check Tracking Information

• Kapsule reviews the courier’s tracking updates

• Kapsule confirms whether the parcel was scanned, delayed, or marked as delivered

• Vendors may be asked to provide shipment details for comparison with courier records

Most issues can be resolved quickly once tracking shows the parcel is still in transit rather than lost.

Gather Evidence

Vendors must supply evidence if requested by Kapsule, including:

• Photographs of packaging standards used for the order

• Tracking number and courier service used

• Dispatch confirmation or proof of shipment

Customers may be asked by Kapsule to keep original packaging until the claim is resolved, as it may be required by the courier.

Submit a Claim with the Courier

• Kapsule will lodge the claim directly with the courier

• Vendors may be asked to provide supporting documents (invoices, proof of value, etc.)

• Claims must be submitted within the courier’s timeframe — delays may result in rejection

If evidence or shipment details are not provided by the vendor, the claim may be delayed or denied, leaving the vendor responsible for replacement or refund costs.

Update the Customer

• Kapsule acknowledges receipt of the complaint

• Kapsule explains the process and provides expected timelines

• If appropriate, Kapsule arranges a replacement or refund

Vendors will only be contacted if further action is required on their side.

Prevent Future Issues

• Review packaging standards to ensure products are well-protected

• Use tracked and insured services for valuable shipments

• Keep records of all shipments for at least six months

“A prompt, professional resolution builds customer trust and protects your store’s reputation on Kapsule.”

FAQs

1. Do vendors communicate directly with customers about delivery issues?
No. Kapsule manages all communication. Vendors only provide evidence or order details when requested.

2. What evidence should vendors prepare if an order is damaged?
Photos of the packaging materials used, courier tracking details, and proof of shipment.

3. How long do couriers allow for claims?
Most couriers require claims to be submitted within 7–14 days of delivery or expected delivery.

4. Who is responsible for lost parcels?
Vendors are responsible for ensuring safe delivery. While the courier may reimburse costs, the vendor must replace or refund the item if required.

5. What if the courier denies the claim?
Vendors are still responsible for resolving the issue. Customers should not be left without a solution.