Policy Overview

While Manifest prides itself on a commitment to high accuracy fulfillment, occasionally, mistakes do happen.

When they do, we’re here to make things right for you and your customer to ensure they get the product that they ordered and to mitigate any consequences to your brand reputation.

Ecommerce Orders

When it’s determined that Manifest is at fault for a mis-shipment, we will:

Fulfill and re-ship the correct item(s) to your customer at the original shipping method selected, free of charge
When applicable: we will generate a return label to “recall” any incorrect item(s), also free of charge
- If you choose to let the customer keep the incorrect item(s), Manifest will instead reimburse you at the original shipping cost of the order as a proxy for the return label
- If this is an international order, Manifest does not have the ability to generate return labels from international destinations and will reimburse you the manufacturing cost of the incorrect item(s) upon furnishing of a manufacturing invoice

Wholesale Orders

When it’s determined that Manifest is at fault for a mis-shipment, we will:

As needed, adhere to the same policy of re-shipping and recalling item(s) as above for ecommerce orders
Directly credit your Manifest billing account any chargebacks you receive from your retail partners with chargeback documentation from the vendor as well as the investigation process described below

Eligibility

There are four criteria that must be met in order to be eligible for a remedy under Manifest’s mis-shipment policy:

Any mis-shipped item(s) in question must have scannable barcodes on the physical products
The order must have been delivered within the past 15 days (any order whose tracking shows “delivered” more than 15 days ago is ineligible for any remedy)
A photograph file must be submitted to our team showing the wrong item(s) or quantity/ies compared to what was originally ordered in your storefront
Manifest must conclude our internal investigation* with a finding of either:
1. Manifest being at clear fault
2. The results of the investigation being “inconclusive”, in that we can’t disprove that we committed a mis-shipment

*Note: Manifest’s internal investigations of mis-shipments include review of video footage at the pack stations when possible as well as an exhaustive audit of all logs within our warehouse management system (WMS), ShipHero.

How to Report a Mis-Shipment

If the order meets the first three eligibility criteria, please submit a mis-shipment report directly via the form here and Manifest will launch an internal investigation.

We will relay the findings of our investigation and confirm any and all remedies taken to resolve the matter in an email thread originating from your form submission.

Types of Mis-Shipments

What are mis-shipments? Mis-shipments are any order where the end recipient receives product(s) other than what was ordered in a brand’s cart through checkout.

Here are the common types of mis-shipments within ecommerce and wholesale order fulfillment:

Wrong Item

The end recipient receives another product of yours compared to what they ordered.

Wrong Quantity

The end recipient receives a different quantity of items compared to what they ordered.

Labeling Error

These are incredibly rare events. Labeling errors occur when the end recipient receives another product of a different brand compared to what they ordered.*

*Note: more often than true labeling errors, we’ve seen instances of mailers or boxes damaging in transit and the carriers “refilling” cartons with a different package’s items. This is investigated via a review of any video footage of our pack-out.

Empty Mailer or Box

For mailers or boxes that arrive empty to the end recipient, we treat those separately as a damaged in transit scenario and follow the playbook of our shipping claims policy accordingly, as here.

Chargebacks & Penalties (Wholesale Vendor Compliance)

Each retailer has different vendor compliance requirements for orders.

In the event you are assessed chargebacks or penalties from a vendor, please report it via the form submission link here and include the vendor-provided documentation detailing the chargeback.

We appreciate the importance of vendor compliance in maintaining strong relationships and sales opportunities with your vendors. Our investigation process for chargebacks is exhaustive, and includes reviews of:

The vendor-provided chargeback documentation
Your prior vendor compliance SOP submission and approval for that vendor
Order denotation that "drove" the dedicated vendor compliance workflow in our warehouse
All digital logs and order history within our WMS (ShipHero)
Video footage of the wholesale processing area within our warehouse

As noted above, if it is found that Manifest is at fault for a chargeback or penalty assessed by your vendor, we will directly credit your Manifest billing account for that amount.

Our Commitment to High Accuracy

Our goal was to improve accuracy to 99.95% by the end of Quarter 3 2025. We are proud that we have surpassed this and are currently fulfilling at an accuracy rate of 99.97%.

While we are proud of our high accuracy rate, we understand that any mistake made by us carries a cost and impacts your relationship with your customers.

That’s why we are so committed to reducing any mis-shipments as close to zero as possible.

What We Do Proactively

Some of the things we do to ensure order accuracy include, but are not limited to:

Require scannable barcodes on all physical products
Require item scans during the picking process
Require item scans during the packing process (as a redundancy and check against the picking process)
Measure, and performance manage to, the order accuracy rate of all individual warehouse associates
Perform random quality control audits

What We Do Upon a Mis-Shipment Being Reported

With any reported mis-shipment:

There is a real-time notification sent to:
- Chief Operating Officer
- VP Fulfillment
- VP Customer
- Senior Operations Manager
- Manager, Account Management
A ticket is created within a dedicated Operations queue which requires our Senior Operations Manager to personally investigate each mis-shipment and documents the findings

These processes enable several critical things that ensure continuous process improvement:

Identification of root causes
Immediate performance management with individual personnel on the warehouse floor
A documented reporting of any mis-shipments over time to find and attack patterns

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