How to Handle Missing Item Reports in WeSupply

If a customer reports that an item is missing from their order, WeSupply provides the flexibility to manage each case individually through the return portal and return logic settings.

Why This Is Useful

Order fulfillment issues such as missing items can have a significant impact on customer satisfaction. With WeSupply, merchants can identify and track missing item claims submitted through the return portal, then follow up based on the customer's specific situation. Since each case may require a different resolution—such as sending the missing item or issuing a refund—it’s important to have a customizable return process in place.

How to Manage Missing Item Cases

When a customer reports a missing item:

1. Review the Return Request
   The customer may use the return portal to report that a product was not received as expected (e.g., ordered two items but only received one). This typically appears under a return reason such as “Item Missing” or similar.
2. Reach Out to the Customer
   Since WeSupply does not automatically capture customer preferences for resolution (refund vs. reshipment), we recommend contacting the customer to confirm whether they would prefer:
   • Receiving the missing item
   • Returning the received item and getting a full refund
3. Determine the Best Resolution
   Consider the product context. For example:
   • If the missing part is critical to the item’s use, a return and replacement might be the best option.
   • If the customer is happy to keep the received item and just receive the missing one, you can arrange a shipment without initiating a full return.
4. Set Up Conditional Return Logic (Optional)
   To streamline future cases, you can set up a return logic rule that includes “Missing Item” as a condition. This allows you to route those cases to a manual review step or offer specific resolution paths based on internal policies.

Need help creating conditional return logic or handling edge cases? Feel free to reach out to our support team — we’re here to help tailor the process to your workflow.