Product not received

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:

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 go to Order Cancellation.

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

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. If it is a pallet shipment, we must receive a misplacement confirmation from the carrier before we can offer a replacement or refund to the customer.

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 (start from the date of delivery)
PostNL 15
Fastway 30
GLS 45
SEUR 60
UPS 60
DPD AT 6 months
Colis Prive 6 weeks from the day the carrier received the parcel

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.

Non-receipt-form

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 services will check and provide you with the POD if available.

  • UPS you can download the POD on the UPS page
  • DPD_PL / Packs / Post NL / Colis Prive / HR Parcel / STRECK: No POD available.
  • If your end customer has signed an ATL (Authorisation 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 neighbours and to fill the non-receipt form if the package cannot be found.

Note: The non-receipt form should be filled in with handwriting. For parcels shipped with DPD AT, DPD NL, DPD DE and GLS DE, specific non receipt forms are required. You can download the forms by yourself below.

Step 7

Send the filled in document to dropshippingXL customer services, who will confirm 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, 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 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.

Label Active Days

Please note: Please keep in mind that this overview only reflects the current situation during this time period, and that the situation will change in the future as reality dictates.

Parcels Pallets
Country Active within XX business days Country Active within XX business days
AU - DE - NL - US 4 DE – NL – BE 7
CZ - AT - DK - HU - PL - FI - LT - SI - SK - RO - HR - BG - PT - LV - EE - SE - BE - CH - IT - IE - ES - UK 5 AT – CH – CZ – FR – PL 8
FR - NO - GR 6 ES – PT – IT – EE – GB – HR – HU – LT – LV – RO – SI – SK – IE – SE – UK – FI – DK – BG 9