If your customer received the wrong item, wrong quantity, or incorrect order, this is a mis-shipment — not a return. Use this article to report it and understand your remedy options.
If your customer received the wrong item, wrong quantity, or experienced a labeling error, you may be eligible for a remedy under Manifest's mis-shipment policy. To be eligible, the order must have been delivered within the past 15 days. Reports submitted after 15 days are not eligible for any remedy.
How to report a mis-shipment:
If your order meets the eligibility criteria below, submit a mis-shipment report via the Mis-Shipment Form. Manifest will launch an internal investigation and communicate findings and any remedies via email from your form submission thread.
Eligibility criteria — all four must be met:
The mis-shipped item or items must have scannable barcodes on the physical products. The order must have been delivered within the past 15 days — orders showing delivered more than 15 days ago are not eligible. You must submit a photograph clearly showing the wrong item or incorrect quantity compared to what was originally ordered. Manifest's internal investigation must conclude either that Manifest is clearly at fault or that the results are inconclusive — meaning we cannot disprove that a mis-shipment occurred.
What Manifest's investigation includes:
Review of video footage at pack stations when available, and an exhaustive audit of all logs within ShipHero. A real-time notification is sent to senior operations leadership upon every reported mis-shipment, and a dedicated ticket is created for the Senior Operations Manager to personally investigate and document findings.
Remedies by order type:
For D2C orders where Manifest is found at fault: Manifest will re-ship the correct item or items at the original shipping method at no charge. If the incorrect item needs to be returned, Manifest will generate a return label at no charge. If you choose to let the customer keep the incorrect item, Manifest will instead reimburse you the original shipping cost of the order as a proxy for the return label cost. For international orders, Manifest cannot generate return labels from international destinations and will instead reimburse you the manufacturing cost of the incorrect items upon receipt of a manufacturing invoice.
For B2B and wholesale orders where Manifest is found at fault: Manifest will re-ship and recall items as described above where applicable. For chargebacks or penalties assessed by retail vendors due to a mis-shipment, Manifest will directly credit your Manifest billing account for the chargeback amount upon receipt of vendor-provided chargeback documentation.
Types of mis-shipments:
Wrong Item: the recipient receives a different product than what was ordered. Wrong Quantity: the recipient receives a different quantity than what was ordered. Labeling Error: the recipient receives a product from a different brand entirely — these are rare and are investigated via pack station video footage review. Empty Mailer or Box: treated as a damaged in transit scenario under Manifest's shipping claims policy rather than a mis-shipment — see How to File a Shipping Claim for next steps.
Reporting chargebacks and vendor compliance penalties:
If you receive a chargeback or penalty from a retail vendor, submit it via the Mis-Shipment Form and include the vendor-provided chargeback documentation. Manifest's investigation will include review of the chargeback documentation, your prior vendor compliance SOP submission and approval, order history in ShipHero, and warehouse video footage. If Manifest is found at fault, the chargeback amount will be credited directly to your Manifest billing account.