How to Handle Missed Dispatches and Courier Delays

When you suspect a dispatch issue or courier delay, start by gathering the facts:

• Check your deadline: Confirm whether you've missed the dispatch cut-off or if you're still within your service level window.
• Review courier updates: Check if the delay is due to a courier system issue, weather disruption, or other unforeseen circumstances.

💡 Pro Tip: Couriers often provide estimated delivery windows that shift. Always rely on the official tracking status rather than estimates when communicating with customers.

Transparency is key. If a delay is certain, take these steps immediately:

1. Update the order status in your Vendor Portal
2. Add a clear note explaining the delay professionally and honestly
3. Provide new estimated timelines if available

Remember: Customers are generally understanding when kept informed. Silence breeds frustration, proactive communication builds trust.

Your response will depend on what caused the delay:

• Dispatch the item as soon as possible
• Consider using a faster shipping method (e.g., express service) to minimise impact
• Apologise to the customer and provide tracking information immediately
• Consider absorbing the additional shipping cost as a gesture of goodwill

• Share the courier tracking link with the customer
• Escalate the issue with your courier directly if the delay is significant
• Reassure the customer that you're monitoring the situation
• Keep the customer updated with any new information from the courier

⚠️ Important: Never mark an item as "dispatched" before it has actually been handed over to the courier. This may lead to disputes and negatively impact your vendor performance rating.

Build reliable fulfilment practices to avoid repeat delays:

• Build in buffer time: Set realistic handling times that account for occasional courier delays or operational hiccups
• Maintain accurate stock: Ensure items are genuinely ready to ship before confirming availability
• Have backup options: Keep a secondary courier account for emergencies or peak periods
• Track your performance: Regularly review your dispatch history in the Vendor Portal to identify patterns
• Know courier cut-off times: Understand your courier's daily pick-up schedule and plan accordingly

💡 Top Tip: Create a simple daily checklist for cut-off times and courier pick-ups. A small routine can prevent accidental missed dispatches and keep your performance metrics strong.

What happens if I consistently miss dispatch deadlines?

Your vendor performance rating will decline, which affects your visibility on Elexbig. Repeated failures may lead to warnings or, in serious cases, suspension from the marketplace.

Yes. Customers shouldn't be penalized for courier issues beyond your control. You're responsible for ensuring timely delivery and must work with your courier to resolve delays. Consider offering goodwill gestures for significant delays.

Absolutely. Offering a goodwill refund for shipping fees can help maintain customer trust and demonstrates your commitment to excellent service, even when the delay wasn't directly your fault.

Cancellation should be your last resort. First, attempt expedited shipping to still fulfil the order. If cancellation is unavoidable, notify the customer immediately, explain the situation, and process a full refund promptly.

No. It's the vendor's responsibility to keep customers updated on missed dispatches or courier delays. Elexbig may step in for serious or unresolved issues, but proactive communication is expected from you.

If a customer no longer wants the item due to delays, process the return according to Elexbig's return policies. You'll typically be responsible for return shipping costs in cases where the delay caused the customer to refuse delivery.

Our vendor support is here for you

Chat with Elex, our AI assistant. Look for the chat icon on this page
Open a support ticket
Email us at [email protected]