A package issue is a problem with your package: it cannot be found, it arrived damaged, empty or with a different product, or it has a customs reassessment. We log it, gather evidence and tell you only confirmed facts. The solution depends on what the review shows and on the applicable coverage.
What types of package issues are there?
- Package not located.
- Damaged package.
- Empty package, missing items or wrong product.
- Customs reassessment or hold.
What do we do?
- We log the case with your tracking number.
- We review the platform, inventories, weight, pre-alert and available evidence.
- We consult whoever is responsible.
- We tell you what we know, what we are checking and the next step.
If the evidence shows a mistake on our part, we acknowledge it and look for a solution that fits the case.
What do we need from you?
- Your tracking number and your BO identifier.
- Photos or videos of the package and the product, if you already received it.
- The invoice for your purchase.
What about customs holds?
When there is a reassessment, we review the documentation and let you know the amount once it is final. We cannot guarantee the release of goods on hold, because that decision does not depend on ByOrder.
Frequently asked questions
Is my package lost if it does not show up?
It is not considered lost until the investigation is complete: platform, inventories, suite number and tracking.
Does Virtual Locker insurance cover partial damage?
No. It covers total loss, total theft and total damage that leaves the product unusable.
Who is responsible if the package arrives empty or with a different product?
It depends on what the review shows. Tracking, weight, pre-alert, inventories and evidence are analyzed before reaching a conclusion.