Providing Timely Information to Kapsule
What “timely information” means
Timely information means responding quickly and completely when Kapsule requests details about an order. This may include:
- Estimated time of arrival (ETA) updates.
- Notification of stock shortages or backorders.
- Photographs of products, packaging, or shipping evidence.
Aim to provide requested information within 24 hours to keep orders moving smoothly and maintain positive vendor ratings.
Providing ETAs
When items are delayed or waiting for restock, Kapsule may ask you for an updated ETA.
- Be realistic with your timeline.
- Factor in supplier and courier delays.
- Always communicate if the ETA changes again.
Giving customers overly optimistic ETAs often leads to disappointment and refund requests. It’s better to under-promise and over-deliver.
Stock issues
If a product is out of stock, provide Kapsule with clear details:
- Whether the item will be restocked, and when.
- If a substitution or alternative product is available.
- If the order needs to be cancelled.
Failing to notify Kapsule of stock shortages can result in automatic cancellations and negative impacts on your vendor performance score.
Photographs and evidence
Kapsule may ask for photographs in certain cases, such as:
- Verifying packaging quality.
- Confirming product condition before shipment.
- Supporting claims of damage or loss in transit.
Best practice:
- Use clear, well-lit images.
- Include labels or order numbers in the photo where possible.
- Provide multiple angles if showing damage.
Create a standard process for photographing shipments before dispatch. This reduces disputes and gives you ready-made evidence if an issue arises.
How the process works
Customer raises a query or issue.
Kapsule reviews the enquiry.
Kapsule contacts you via the vendor portal for supporting details.
You provide ETAs, stock updates, or photos.
Kapsule uses this information to respond to the customer.
If you do not provide information on time, Kapsule may resolve the issue in the customer’s favour without your input.
Benefits of providing timely information
- Faster resolution of customer queries.
- Fewer disputes and escalations.
- Protection of your vendor rating and reputation.
- Better overall customer experience.
“The quicker vendors share accurate information, the quicker Kapsule can reassure customers and protect the sale.”
FAQs
1. How fast should I respond to Kapsule’s requests?
Ideally within 24 hours. Faster responses mean faster resolutions and fewer cancellations.
Delayed responses may result in automatic refunds to the customer.
2. Do I have to provide photographs every time?
No, only when Kapsule requests them. However, having photos ready often speeds up the resolution process.
3. What if I don’t know the ETA yet?
Provide your best estimate and explain the situation clearly (e.g., “Supplier confirms restock expected in 3 weeks”). Update Kapsule as soon as you receive firmer details.
Customers are generally understanding if they are kept informed — silence causes frustration.
4. What happens if I fail to report stock shortages?
Kapsule may cancel the order on your behalf, issue refunds, and record the failure against your vendor account.
5. Can I contact the customer directly with this information?
No. All communication must go through Kapsule. You provide the details in the vendor portal, and Kapsule communicates with the customer.
Direct customer contact outside the platform breaches policy and can result in penalties.
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