Help Center1. Purpose
This policy explains how orders are handled if an issue prevents them from being despatched.
The process ensures orders are shipped correctly and comply with courier and customs requirements.
At all times this process exists to:
- Ensure shipments contain accurate information.
- Prevent parcels being rejected by carriers.
- Avoid customs delays for international shipments.
- Resolve order issues as quickly as possible.
2. Scope
This policy applies to all customer orders processed through our warehouse.
It applies when an order cannot be despatched due to missing or incorrect shipment information.
Examples include:
- Missing commodity codes for international shipments.
- Missing or incorrect product value.
- Incorrect parcel weight.
- Missing customs information.
- Courier service restrictions.
- Any system error that prevents the creation of a shipping label.
3. Definitions
Query Raised
A temporary order status used when an order cannot be despatched because required information is missing or incorrect.
Despatch
The process of generating a courier label and handing the parcel to the carrier for delivery.
Commodity Code
An internationally recognised product classification code required for customs clearance.
Order Value
The declared value of the goods used for customs documentation and courier processing.
4. When an Order Cannot Be Despatched
If an order cannot be despatched due to missing or incorrect information:
The order is placed into Query Raised status in our warehouse management system.
This automatically sends a notification to the customer informing them that additional information or correction is required.
At the same time the warehouse team isolates the order while the issue is investigated.
This prevents incorrect or incomplete shipments entering the courier network.
5. Issue Investigation
Once an order is placed into Query Raised status:
Our office team reviews the order details.
The issue is identified and investigated.
If the missing information can be corrected internally it will be resolved immediately.
If customer input is required the customer will be contacted.
Examples of customer input may include:
- Providing a commodity code.
- Confirming the correct product value.
- Confirming shipment details for customs.
6. Order Resolution
Once the required information has been corrected:
The order is returned to the normal despatch process.
The warehouse team will then generate the courier label and despatch the parcel.
Orders are normally shipped on the same day the issue is resolved where operationally possible.
7. Customer Responsibilities
Customers must ensure the following information is correct when submitting orders:
- Accurate product descriptions.
- Correct product values.
- Correct weights where applicable.
- Commodity codes for international shipments.
- Complete shipping address information.
- Providing accurate information helps prevent delays in despatch.
8. Monitoring and Improvement
We monitor Query Raised orders to identify recurring issues.
Where patterns appear we work with customers to improve order data and prevent delays in future shipments.
9. Version Control
1.0 | 13 Mar 2026 | Nick Coleman | Initial release