What happens if Simpl ships the wrong item?

If Simpl Fulfillment ships an order wrong, Simpl pays the return shipping and re-ships the correct order at its own cost. Simpl's pick-and-pack accuracy is 99.99%, and when an order lands in the other 0.01%, the fix is on Simpl, not on you or your customer. The promise itself lives on our guarantees page, and the wording there is the same as here. This page covers what to do when a customer says they got the wrong thing.

What to do when a customer reports a wrong item

Email your account manager with the order number and a line on what the customer ordered versus what arrived. If you don't have their address in front of you, hey@simplfulfillment.com reaches the account team. Every Simpl client has a dedicated account manager, a real person who replies the same day, often faster, during business hours, Monday to Friday, 9am to 5pm Austin time. From there, Simpl re-ships the correct order and covers the return shipping on the wrong one. That is the remedy: it applies when Simpl picked or packed the order wrong at our Austin warehouse.

Wrong item or carrier problem?

A package the carrier lost or damaged in transit is a different situation from a picking error, and it has a different fix: Simpl files the carrier claim for lost or damaged packages it shipped. Insured shipping is available, and the coverage and declared value depend on the carrier. A customer who simply wants to send something back goes through your branded returns portal, which is included for every client.

If you are comparing 3PLs on accuracy, our guide to how order accuracy is measured explains what the percentage means and what to ask about the remedy behind it.