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Missing items

A missing-item claim is often a delivery question. The form should reject the ones the carrier has not finished, and your board should separate the ones you will file with the carrier.

Form​

  1. Add a reason labeled Item missing from the package.
  2. Decide if you want a photo of the packing slip and the box. It helps a carrier claim. It also stops some real customers. Require it only if your team uses the photo.

Validation​

  • Require the order to be fulfilled. An order that has not shipped cannot be missing from the box.
  • Set days since the last tracking update to the longest you will still investigate. Once that many days have passed, the form refuses the claim. This is a cutoff, not a wait. There is no rule that holds the claim until day 7 and then allows it.

If you want customers to wait out a normal delay, say that in the form instructions. The validation rule itself only blocks claims that are too old.

What your team does with the ones that get through​

On Plus, move "missing item" claims to a custom status such as Carrier claim, so they are not mixed with damaged items. From there you file with the carrier.

A second rule can catch repeats: previous claims is greater than the number you tolerate. Move those to a review status instead of the carrier pile. Do not auto-refund a missing-item claim until you trust the pattern. The photo and the tracking are the decision.