See below for the most common shipping errors we see from our marketplace sellers:
Invalid Carrier Code and Tracking Information
Please ensure the correct carrier code and tracking information is used on each sku on all ShopSimon™ shipments. Every sku on each order must have tracking information provided in order to to be eligible for payment. Incorrect data can lead to unprocessed shipments, late orders, and ultimately cancellations.
See below list of accepted carrier codes – please update your mapping if needed
- ups
- fedex
- usps
- amazon
- lasership
- dhl
Handling Time/Late Shipments
Another high volume contact reason for our customer service team is late or delayed shipments. It is very important that all retail partners meet the shipment performance guidelines listed in the 'Operational Commitments' section of the marketplace agreement:
- Acceptance Time: Orders accepted/rejected within 8 hours of receipt
- Handling Time: Two days following the order placement in the ShopSimon™ portal
- Delivery Time: Free Shipping = 7 days - Expedited = 2 business days
Timely and accurate shipments are essential to ensuring a positive customer experience. When shipments are delayed or incomplete, it can lead to customer frustration, cancellations, and damage to both of our reputations. Please make every effort to meet these guidelines, and to communicate with us as soon as possible if you anticipate any delays.
Additional Note: When a shipment confirmation is processed in the portal, ShopSimon™ customers receive a notification that includes a tracking number associated with the order. If a customer notices the shipment is not moving or is delayed, they will reach out to our customer service team for assistance, which in turn comes back to you via our Messaging tool. Retailers should not process a shipment in the portal unless the order is ready to physically ship.
Failed Order Acknowledgement
Far too many orders are lost when brands do not accept an order within the required timeline. If an order is not acknowledged (accepted or rejected) within 5 days of order placement, an order is auto-cancelled by the system.
Incomplete Orders
Orders that are shipped incomplete often result in a cancellation. Each sku on the shipment must have carrier/tracking information provided or be cancelled in order to be eligible for payment. Our payment preauthorization is only valid for 7 days after the time of purchase. Therefore, any order that has not shipped within 7 days will be subject to cancellation.
Please contact ShopSimon™ Seller Support if you have any questions or need additional information - sellersupport@shopsimon.com