Handling Shipping Disputes

(Shipping & Delivery for Sellers)

A shipping dispute happens when a customer formally challenges a delivery outcome — such as non-delivery, damage, or incorrect shipment.
Knowing how to respond correctly is critical to protecting your earnings, reputation, and delivery privileges — especially for orders Dispatched by Kingston Express.

This guide explains:

• What counts as a shipping dispute
• How disputes are handled by shipping method
• What sellers should do (and avoid)
• How to resolve disputes efficiently

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What Is a Shipping Dispute? #

A shipping dispute is raised when a customer claims:

• “My order never arrived”
• “It says delivered but I didn’t get it”
• “The item arrived damaged”
• “I received the wrong item”

📌 Disputes are formal — not just complaints.

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Step 1: Identify the Shipping Method (Always First) #

Your responsibility depends on how the order was shipped:

🟦 Dispatched by Kingston Express #

• Kingston Express manages delivery, tracking, and investigation

🚚 Seller-Managed Delivery or Courier #

• Seller is responsible for evidence, follow-up, and resolution

📌 Never respond before confirming this.

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If the Order Is Dispatched by Kingston Express #

What Happens Automatically #

• Delivery records are reviewed
• Tracking scans are verified
• Proof of delivery is checked
• Internal handling logs are examined

What Sellers SHOULD Do #

✔ Stay calm and factual
✔ Review order details
✔ Wait for investigation outcome
✔ Respond if additional info is requested

What Sellers Should NOT Do #

❌ Admit fault
❌ Refund before review
❌ Contact couriers directly
❌ Resend items prematurely

📦 Dispatchment disputes are handled centrally to protect sellers.

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If the Order Is Seller-Managed #

Seller Responsibilities #

✔ Contact courier or driver
✔ Request delivery confirmation
✔ Collect proof (photos, signatures, logs)
✔ Communicate clearly with the customer

📞 Your response speed matters here.

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Common Types of Shipping Disputes (And How They’re Reviewed) #

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📦 “Delivered but Not Received” #

Reviewed using:

• Delivery confirmation
• GPS or scan data
• Customer address verification

📌 Most cases involve address or access issues.

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💥 Damaged Item Disputes #

Reviewed using:

• Packaging condition
• Inspection reports
• Handling records

📦 Damage during dispatchment is reviewed objectively.

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🔁 Wrong Item Disputes #

Reviewed using:

• Picking and packing records
• SKU verification
• Return inspection

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Evidence That Helps Resolve Disputes #

Useful evidence includes:

• Tracking history
• Delivery timestamps
• Address details
• Photos (if applicable)

📌 Evidence — not emotion — resolves disputes.

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What Sellers Should NEVER Do in a Dispute #

❌ Argue emotionally
❌ Accuse the customer
❌ Ignore dispute notices
❌ Issue refunds before investigation
❌ Edit delivery statuses retroactively

⚠️ These actions often make disputes worse.

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How Dispute Outcomes Are Decided #

Outcomes depend on:

• Shipping method
• Evidence reviewed
• Policy eligibility

Possible outcomes:

• Dispute resolved in seller’s favor
• Refund issued
• Replacement authorized
• Inventory adjusted

📊 All outcomes are documented.

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How Disputes Affect Sellers #

• Repeated disputes may impact:
  • Delivery performance metrics
  • Shipping privileges
  • Dispatchment eligibility

📌 One dispute won’t hurt — patterns do.

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How Sellers Can Prevent Shipping Disputes #

✔ Use Dispatched by Kingston Express
✔ Ensure accurate addresses & phone numbers
✔ Encourage clear delivery instructions
✔ Package products securely
✔ Communicate professionally

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When to Contact Support #

Contact **Kingston Express Support if:

• A dispute is escalated
• Evidence appears incorrect
• You need clarification on a decision

📧 Always include the order ID and dispute reference.

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Final Tip #

Shipping disputes are about process, not blame.
Sellers who stay calm, rely on evidence, and trust Dispatched by Kingston Express resolve disputes faster and protect their business 📦🚚