How to Report a Missing or Damaged Item

Step 1: Check Your Order Details

Before filing a report, verify the following:

1. Order Confirmation

   • Ensure that your order was successfully placed and paid for.

   • Go to your Dashboard → Orders to confirm the order status.

2. Shipping Status

   • Check if your order shows “Processing,” “Shipped,” or “Delivered.”

   • Sometimes delays can occur due to courier or logistics issues.

3. Check for Split Deliveries

   • If you ordered multiple items from different vendors, they may arrive separately.

   • Review your order details to confirm which items are pending.

Tip: Always wait for the estimated delivery window to pass before reporting a missing item.

Step 2: Inspect Your Package Upon Delivery

When your order arrives:

• Examine the packaging before accepting it from the courier.

• If the package looks tampered with, torn, or re-taped, take photos immediately.

• Open the package carefully and confirm that all items are included and undamaged.

Tip: If possible, record a short unboxing video as evidence in case you need to file a complaint.

Step 3: Report a Missing or Damaged Item

If you find that your item is missing or damaged, you can report it through any of the following methods:

Option 1: Report via Your Account Dashboard

1. Log in to your Made In Nigeria account.

2. Go to My Orders → Select the Affected Order.

3. Click on “Report Issue” or “Request Support.”

4. Choose the issue type:

   • Missing Item

   • Damaged Item

   • Wrong Item Received

5. Add a detailed description of the problem.

6. Upload photos or videos as proof (if applicable).

7. Submit your report.

Option 2: Report via Email

You can also email Made In Nigeria Support directly:
support@madeinnigeria.com

Include:

• Your Order ID

• A short explanation of the issue

• Pictures or videos of the package and item

• Your contact information

Option 3: Contact Vendor or Courier

If the issue seems to be courier-related (e.g., package never arrived), contact:

• The vendor via your order page (using the “Message Vendor” button).

• Or the courier company if a tracking number is provided.

Step 4: Investigation and Resolution Process

Once your report is submitted, here’s what happens next:

1. Acknowledgment:

   • You’ll receive an acknowledgment email confirming that your report was received.

2. Verification:

   • The vendor and Made In Nigeria support team will review your claim, photos, and tracking information.

   • If needed, the courier partner may be contacted for verification.

3. Resolution:
   Depending on the outcome:

   • A replacement item may be sent.

   • A partial or full refund may be issued.

   • Or the vendor may contact you directly to resolve the issue.

4. Timeline:

   • Most cases are resolved within 3–7 business days, depending on complexity and courier response.

Tip: Keep your communication polite and provide clear details to help speed up resolution.

Step 5: Refund or Replacement Policy

Made In Nigeria’s policy ensures fairness for both buyers and vendors:

Refunds are credited back to your original payment method or wallet once verified.

For Vendors: How to Handle Customer Reports

If a customer reports a missing or damaged item:

1. Review the order immediately in your Vendor Dashboard → Orders.

2. Check your shipping and tracking records.

3. Contact your logistics provider to verify the issue.

4. Communicate with the customer professionally via the message system.

5. Offer a replacement or refund as appropriate.

6. Update the order status once resolved.

Tip: Handling complaints quickly and professionally improves your store rating and customer trust.

Step 6: Required Evidence for a Claim

To ensure smooth processing, please provide:

• Clear photos of the damaged product or empty package

• Screenshot of your order details

• Tracking ID or shipping label (if available)

• Short description of what went wrong

Incomplete or unclear claims may delay resolution.

Step 7: Prevention Tips

For Customers:

• Always double-check delivery addresses before placing an order.

• Keep your phone available for delivery calls.

• Inspect packages before signing for them.

For Vendors:

• Use sturdy, secure packaging.

• Include all ordered items before shipping.

• Partner only with reliable logistics providers.

• Update order status promptly after dispatch.

Quick Summary

Need Help?

If you experience any issues with missing or damaged orders, contact:
support@madeinnigeria.app
Customer Support Line: +234-XXX-XXX-XXXX

Our team is here to ensure your order is resolved quickly and that your Made In Nigeria shopping experience remains smooth and reliable.