A frequently encountered crisis in e-commerce is when a buyer initiates a return stating, "A different product was sent instead of the model I ordered." In this situation, it must be investigated whether a barcode scanning error was made on the warehouse side or if the situation developed outside the process.
If you don't have supporting material, marketplaces generally evaluate based on the consumer's statement. This situation can increase return costs and operational workload for the seller.
Operational Benefits of Documenting Box Contents
When packaging with ParcelRec, after the shipping label is scanned, the product is recorded before being placed into the box. This brief process can clarify two fundamental issues:
- Reviewing the Warehouse Process: When you open the video, you can inspect whether the staff boxed the wrong variant. If the error is on your end, you can quickly take customer satisfaction steps without wasting time on dispute processes.
- If Claims are Outside the Process: You can forward the video showing that the ordered product entered the box correctly and packaged to the relevant platforms as supporting material, strengthening your dispute with data.
Two-Way Benefit: Video records not only make claims transparent but also facilitate your internal quality control, making it easier to analyze potential human errors.
Is the Error with the Supplier or the Warehouse?
Sometimes the product box is correct, but the contents inside may have been sent incorrectly by the supplier. Recording the product seal and label check on video during the packaging stage supports determining whether the disruption in the process originated from the supplier or the packaging line.
Support Your Store Rating by Managing Your Processes
One of the metrics that affects a seller's rating is the "Incorrect Product Shipment Rate." By archiving the moment of dispatch with ParcelRec, you can present your supporting data in processes where you are justified and manage your store metrics more healthily.