Lost or Damaged Goods Overview

There are a multitude of potential issues that could arise during order fulfillment. In the event of an issue with product quality or shipping, Canal recommends that Storefronts and/or Suppliers offer customers the option of a product replacement.

Storefronts should work with the Supplier directly for resolution. Suppliers absorb the cost of product replacements, however, Suppliers may independently choose to file claims with shipping carriers for orders lost or damaged in transit.

Potential product replacement scenarios include:

  • Supplier Issues

    • Order arrives with a quality issue

    • Incorrect merchandise is shipped

    • Order is damaged in transit due to inadequate packaging

  • Carrier Issues

    • Order is lost in transit

    • Order is damaged in transit


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