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Product not received

NOTICE:

  • For country US:
    • Orders placed between Dec 1, 2023, and Feb 19, 2025: “Label not active”, “Lost in transit”, “Disputed Delivery”, “Return to sender” request Not accepted.
    • Orders placed from Feb 20, 2025: “Label not active”, “Lost in transit”, “Disputed Delivery”, “Return to sender” request possible again for all US Dropshippers. See new policy here.
  • Click Here to check UPS US service disruption like weather, natural disasters.

Step 1

Check order status or tracking number details by clicking “ORDER HISTORY” on b2b.vidaxl.com or carrier’s website.

Status Definition
Item not shipped
  • No tracking number available
Label not active
  • Tracking number failed to be activated
  • Tracking number only shows the initial scan/status and no updates more than label active days in Labels Active days.
In transit
  • Tracking information on carrier’s site shows order is in transit
Lost in transit
  • Tracking information shows the order was in transit but has not been updated for more than 5 business days.
Dispute delivery
  • Tracking information on the carrier's site shows delivered but your end customer has not received it.
Return to sender
  • Tracking information shows the package is being sent back to dropshippingXL following multiple failed delivery attempts or after having been refused by the customer.

Step 2

Click the procedure of each type applicable for your order and follow the procedure.

Item not shipped

Step 3

Check if the order is out of dispatch time on the Delivery Information page and more than 7 business days since the order date.

Step 4

Explain the situation to your end customer and ask if they would wait to receive this order.

Step 5

Send a request to dropshippingXL customer services including:

  • Order number
  • SKU and quantity not shipped
  • Reason: not sent
  • Expected solution: receive the order or cancel and refund

Note: If the product is composed of several boxes which are already in transit or delivered, they will have to be returned to vidaXL before a refund is issued.

Step 6

dropshippingXL customer services will confirm the shipping status

Label not active

Step 3

Check Label Active Days to see if it has elapsed.

Note: Please refer to the “Last Update” date in orders on b2b.vidaxl.com.

Step 4

Explain the situation to your end customer and ask if they would prefer a replacement or a refund.

Step 5

Contact dropshippingXL customer services and include:

  • Order number
  • Missing parcel reference (SKU + tracking number)
  • Reason: inactive label
  • Expected solution: replacement or refund

Step 6

dropshippingXL customer services will check and confirm the solution:

Note: The replacement is the default option.

Replacement: This will be shipped directly to your end customer and the new tracking number will be visible in “ORDER HISTORY” when available

Refund:

  • If return is necessary: Return instructions will be provided and the refund will be issued to your Wallet once the return tracking is active
  • If no return is necessary: The refund will be issued to your Wallet and you can refund your end customer.

Step 7

Confirm the solution to your end customer.

In transit

Step 3

Check the status of the tracking number.

Step 4

Ask your end customer to wait and provide them with the tracking information if necessary. If the customer wants to cancel, please contact dropshippingXL Customer Service.

Lost in transit

Step 3

Check the status of the shipping information if there is no update for more than 5 business days.

Step 4

Explain the situation to your end customer and ask if they would prefer a replacement or a refund.

Step 5

Contact dropshippingXL customer services and include:

  • Order number
  • Missing parcel reference (SKU + tracking number)
  • Reason: lost in transit
  • Expected solution: replacement or refund

Step 6

dropshippingXL customer services will check and confirm back the solution applied.

Replacement: This will be shipped directly to your end customer and the new tracking number will be visible in Order History when available.

Refund: If a return is necessary, return instructions will be provided and the refund will be issued to your wallet once the return tracking is active.

If no return is necessary the refund will be issued to your wallet and you can refund your end customer.

Step 7

Confirm the solution to your end customer.

Disputed Delivery

Step 3

Check if the tracking number is delivered and check the claim period for the relevant carrier below.

Claim period (for disputed delivery)

Carrier Claim period
Aramex AU 30 business days from the latest update date.
Bpost 30 calendar days from the latest update date.
Bring 1 year from the activation date.
Ceska posta 1 year from the latest update date.
Colis Prive 6 weeks from the activation date.
DirectFreight 90 calendar days from the label printed date.
DPD NL 1 year from the latest update date.
DPD DE 1 year from the latest update date.
DPD CH 30 calendar days from the latest update date.
DPD PL PL: 1 year from the latest update date.
Other countries: 30 calendar days from the latest update date.
DPD AT AT: 6 months from the latest update date.
Other countries: 12 months from the latest update date.
DPD RO 6 months from the activation date.
DPD HU 6 months from the latest update date.
DPD SK SK: 30 calendar days from the latest update date.
Other countries: 21 calendar days from the latest update date.
Evri 28 calendar days from the label printed date.
GLS AT 1 year from the latest update date.
GLS BE 1 year from the latest update date.
GLS DE 1 year from the latest update date.
GLS DK 6 months from the latest update date.
GLS EU 45 calendar days from the activation date.
Packs 30 calendar days from the latest update date.
PostNL 30 calendar days from the latest update date.
Purolator 9 months from the activation date.
Sending 30 calendar days from the latest update date.
SEUR 1 year from the latest update date.
UPS US 60 calendar days from the latest update date.
Yodel 14 calendar days from the latest update date.

For the rest of the carriers, there is no claim period required.

Note: Please advise your customers to claim non-receipt as soon as possible and preferably within the carrier’s claim period. This allows for a faster and better answer from the carrier.

Step 4

Contact dropshippingXL customer services and include:

  • Order number
  • Missing parcel reference (SKU + tracking number)
  • Reason: disrupted delivery
  • Expected solution: replacement or refund

Note: if the customer chooses a refund and the product is composed of several boxes which are already in transit or delivered, they will have to be returned to vidaXL before a refund is issued.

Step 5

dropshippingXL Customer Service will check and provide POD (if it’s available).

Note:

  • UPS: you can download the POD on the UPS page.
  • If your end customer has signed an ATL (Authority to Leave) with the carrier, we cannot claim this, and the customer will bear the cost of the loss.

Step 6

Provide the POD (if available) to your end customer and request them to check with neighbors, and to fill out the Non-receipt Form if the package cannot be found.

There are two ways to fill out the Non-receipt Form depending on the carrier:

  • Non-receipt Form via attachment.
    Note:
    • The signature of the Non-receipt Form must be handwritten. (Except Non-receipt Form via Adobe Acrobat.)
    • If the customer cannot print the Non-receipt Form, they can handwrite the content of the form and send it back to us. (Except DPD NL as they don’t accept such file.)
    • The carrier-specific Non-receipt Form must be used when applicable. You can download the forms by yourself below.

      Non-receipt-form

  • Non-receipt Form via Adobe Acrobat: Only applicable for below carriers. See manual here.
    • AU Aramex AU, DirectFreight, Toll
    UAE Aramex - UAE
    IT Bartolini
    NO Bring
    RO, BG, GR DPD RO
    CA Purolator
    JP Sagawa
    ES, PT Sending
    US UPS

Step 7

  • Non-receipt Form via attachment:
    • You need to send the completed document to dropshippingXL Customer Service, who will confirm the solution applied.
  • Non-receipt Form via Adobe Acrobat:
    • We will reach out to you proactively to confirm the solution applied. If not, please contact dropshippingXL Customer Service for more info.

Replacement:
This will be shipped directly to your end customer and the new tracking number will be visible in Order History when available.

Refund:
If a return is necessary, instructions will be provided, and the refund will be issued to your Wallet once the return tracking is active.
If a return is unnecessary, the refund will be issued to your Wallet directly, and you can refund your end customer.

Step 8

Confirm the solution to your end customer.

Return to sender

Step 3

Check the status of shipping information and see if “Return to Sender” shows on the Tracking History.

Step 4

Explain the situation to your end customer and ask if they would prefer a replacement of a refund.

Step 5

Contact dropshippingXL customer services and include:

  • Order number
  • Missing parcel reference (SKU + tracking number)
  • Reason: return to sender
  • Expected solution: replacement or refund

Note: If the customer chooses a refund and the product is composed of several boxes which are already in transit or delivered, they will have to be returned to vidaXL before a refund is issued.

Step 6

dropshippingXL customer services will check and confirm the expected solution.

Replacement: This will be shipped directly to your end customer and the new tracking number will be visible in Order History when available.

Refund: If a return is necessary, instructions will be provided and the refund will be issued to your Wallet once the return tracking is active.

If no return is necessary, the refund will be issued to your Wallet and you can refund your end customer.

Step 7

Confirm the solution to your end customer.