![]() The rate at which orders receive a tracking number upload from the merchant within 2 business days of the order being placed. Metrics are update by 10AM CST on weekdays If a customer cancels their order, merchants may NOT attempt to contact the customer asking why they canceled the order, or attempt to convince them to place another order, etc. QUESTIONS re: CUSTOMER CANCELLATION are not permitted.If you don't have the product your customer ordered in stock, you must cancel the order. ARRANGING A PRODUCT SUBSTITUTE in the case of an inventory shortage is NOT permissible merchant conduct.Inappropriate Situations to Contact Your Customer ![]() If you have alternate product options available, you can take this opportunity to let them know they are welcome to place a new order for one of your available options. CANCELLATIONS DUE TO INVENTORY SHORTAGE can be followed by a message to your customer explaining why their order has been canceled.ORDERS RETURNED TO SENDER are an appropriate situation to reach out to your customer and determine an appropriate course of action.Keep in mind this will not excuse the merchant from usual SLA standards. You may inform your customer of potential delays to improve their customer experience. ISSUES WITH DELIVERY SCHEDULING affecting an order.INVALID SHIPPING ADDRESS provided by a customer (missing suite #, unit, etc.). You can reach out to request additional address details so you can complete the order.Appropriate Situations to Contact Your Customer
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