Missed Dispatch or Courier Delays

Assess the situation

• Check your deadline: Confirm whether the dispatch cut-off has been missed or if you are still within your service level window.
  

• Review courier updates: See if the delay is due to a courier system issue, weather, or unforeseen disruption.
  

Sometimes couriers provide estimated delivery windows that shift—always rely on the official tracking status.

Communicate quickly with the customer

If a delay is certain:

• Update the order status in your Vendor Portal.
  

• Add a note explaining the delay clearly and professionally.
  

• Provide new estimated timelines if possible.
  

“Customers are generally more understanding when kept informed. Silence breeds frustration.”

Take corrective action

Depending on the cause of the delay:

• Missed vendor dispatch:

  • Dispatch the item as soon as possible.

  • Use a faster shipping method (e.g., express service) to minimise impact.

  • Apologise to the customer and confirm tracking.
    

• Courier delays:

  • Share the courier tracking link with the customer.

  • Escalate the issue with your courier directly.

  • Offer reassurance that Kapsule is monitoring the situation.
    

Never mark an item as “dispatched” before it has actually been handed over to the courier. This may lead to disputes and harm your vendor record.

Prevent future issues

• Build in buffer time: Do not set unrealistic handling times; allow for occasional courier delays.
  

• Maintain accurate stock: Ensure items are genuinely ready to ship before confirming availability.
  

• Have backup options: Keep a secondary courier account for emergencies.
  

• Track performance: Regularly review your dispatch history in the Vendor Portal.
  

Create a simple checklist for daily cut-offs and courier pick-up times to avoid accidental missed dispatches.

FAQs

1: What happens if I consistently miss dispatch deadlines?

Your vendor performance rating will drop, and repeated failures may lead to warnings or suspension from Kapsule.

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2: Am I financially responsible for courier delays?

Yes. Customers should not be penalised for courier issues. You are responsible for ensuring timely delivery and must resolve delays with your courier.

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3: Can I refund shipping costs if a delivery is late?

Yes. Offering a goodwill refund for shipping fees can help maintain customer trust, even if the delay was not your direct fault.

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4: Should I cancel the order if I cannot meet the dispatch window?

Cancellation should be the last resort. Attempt expedited shipping first. If cancellation is unavoidable, notify the customer promptly and process a full refund.

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5: Will Kapsule contact the customer about delays?

No. It is the vendor’s responsibility to keep the customer updated on missed dispatches or courier delays.

Related

• Service levels (dispatch-by deadlines & cut-offs)
  

• Entering tracking numbers & updating statuses
  

• Split shipments & partial fulfilment
  

• Packing standards & presentation (eco options encouraged)
  

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