While statistically rare (~0.03% of orders), mis-shipments and fulfillment errors do happen on occasion. If your customer received the wrong item, wrong quantity, or incorrect order, this is a mis-shipment — not a return.

We know how critical accurate fulfillment is to our brands' customer experience. On these rare occasions when we do commit a mis-shipment, we want to make it right and you may be eligible for a remedy under Manifest's mis-shipment policy.

This article details:

• Types of D2C mis-shipments, eligibility, and remedies

• Retailer (wholesale) chargebacks

• Manifest's internal investigation protocol for mis-shipments

• How to report a mis-shipment and seek remedy

Types of D2C Mis-Shipments, Eligibility, and Remedies

The below table applies to direct-to-consumer (D2C) orders fulfilled by Manifest only. There is a separate section further below that details Retailer (Wholesale) Chargebacks.

*IMPORTANT NOTE - Remedies: if eligible and mis-shipment investigation result is confirmed or inconclusive, approved reimbursements are issued as a credit on your next monthly itemized invoice.

**IMPORTANT NOTE - Return Labels: we recognize that individual brands exercise discretion over how to handle mis-shipments with their end customers. If you elect not to generate a return label to recall a mis-shipment, please specify that in your mis-shipment report and Manifest will instead reimburse you the original order's shipping cost as a "proxy" for reimbursing you for a return label.

Retailer (Wholesale) Chargebacks

Different retailers have different compliance requirements and different chargeback penalties, fees, and policies.

Because of this, Manifest will handle all reported chargeback issues individually.

If you receive a chargeback or penalty from a retailer, report it via the Mis-Shipment Form which must include the vendor-provided chargeback documentation.

Manifest's investigation of a retailer chargeback will cover all resources available to us, including but not limited to:

• Warehouse video footage

• An exhaustive review of ShipHero and/or RetailReady logs

• The vendor-provided chargeback documentation

• Your prior vendor compliance SOP submission and approval (if applicable)

• RetailReady connection configuration for that retailer (if applicable)

• Order history in ShipHero

When applicable for retailer orders packed out in RetailReady, we will generate and furnish a retailer compliance audit, logs, and images confirming compliance to aid in your dispute of the chargeback with the retailer.

As a general note, Manifest will take accountability and provide remedy if and when our internal investigation either confirms the mis-shipment or is unable to disprove it.

Manifest's Internal Investigation Protocol for Mis-Shipments

We take mis-shipments extremely seriously given the impact they have on our brands' customer experience. Our warehouse team's performance is managed by a key performance indicator (KPI) of an accuracy rate (the number of orders shipped without a mis-shipment).

As a result, our internal investigation process is robust and wide-reaching within our organization. Every reported mis-shipment includes but is not limited to:

• Review of video footage at pack stations when available

• Exhaustive audit of all logs within ShipHero

• Generation of retail compliance logs and audits (where applicable for Retailer (wholesale) chargebacks)

• A real-time notification sent to the appropriate warehouse area manager as well as all members of the senior operations leadership for further investigation and documentation of findings

There are three types of findings following an internal investigation:

1. Confirmed: our video footage and/or logs clearly find Manifest at-fault. When eligible as in the table above, Manifest applies the noted remedy.

2. Disproven: our video footage and/or logs clearly disprove the reported mis-shipment. No remedy is applied.

3. Inconclusive: our video footage and/or logs cannot clearly confirm nor deny the error. In these instances, we side with our brands--when eligible as in the table above, Manifest applies the noted remedy.

How to Report a Mis-Shipment and Seek Remedy

IMPORTANT: before you submit a claim, please verify eligibility as above!

Submit via the Mis-Shipment Form.

Manifest will launch an internal investigation and communicate findings and any remedies via email from your form submission thread.