Shipping Related

What's the shipping & tracking process?

• Once your order is processed & shipped, we'll send you a confirmation email. This can take up to 2-3 business days. Once shipped, you can expect your order to arrive between 8-10 business days, depending on your location.

• Expedited Shipping

  • Shipping time frame should be 5-7 business days.

What is Product Not Received (PNR) Scenario? 

• Product Not Received (PNR) is when customer claims that he/she has not received the product outside our delivery time frame.

How to Identify Product Not Received (PNR):

1. Verify customer's address

   • Incomplete/Incorrect address

2. Track the package and verify shipping status

   • Stuck in transit

   • RTS

3. Is it outside the delivery time frame?

Product Not Received Tools:

• Verify Customer's shipping address

  • If matched:

    1. Assure that product is shipped

    2. Provide Tracking Number & Status

       • If in transit within time frame, explain to the customer.

       • If any issues with tracking, whichever is necessary

         • CIF

         • Reshipment

         • Refund

    3. Check with Local Post Office

  • If mismatched (Incomplete/Incorrect)

    1. Reshipment

    2. Refund

What are the reasons for Product Not Received (PNR)?

• Incorrect address during checkout

• Incomplete address during checkout

• No tracking number / Not shipped

• Courier delays

• Fulfillment delays

How to Reship:

For Konnektive merchants

1. Log in to the Konnektive CRM.

2. Go to the customer's profile.

3. From the customer's profile, find the "C/S Fulfillment Actions" section.

4. Find the specific fulfillment record you need to reship

5. Click the reship fulfillment button.

6. Select a reason for the reshipment and confirm the action.
   
   Take note: You can only issue RMA if the order is already fulfilled / shipped.