SC-0031 · Shipping claim · Dorris iPhone app, with made-up data

Needs decisionAsked for: Reship

Never received · Adrian Pike · #4862 · Portal · 1d ago

adrian.pike@example.com

CHECK BEFORE YOU DECIDE

Reship address differs — A reship would go somewhere other than where the parcel was sent. Read the addresses below before approving.

Manual review — A rule or a colleague asked for a person to look at this one.

Asked for

Reship

The customer picked this in the portal.

Affected value$549.00

Decision

Reship asked for

Refund

Store credit

Creates a $0 order in Shopify for the affected items and ships it to the reship address. Nothing is refunded.

Approve & create the reship:: creates the $0 Shopify order straight away, locks the claim and emails the customer that a replacement is on its way.
Deny:: marks it not covered and emails the customer why, in your words. Nothing is created or refunded.
Approve now, process later:: approves it, creates nothing and emails nobody. It waits until someone processes it.
Waiting on customer:: emails the customer asking for what is missing, and parks the claim until they answer.
Mark under review:: takes it out of the undecided pile for a colleague. Emails nobody.

Submission

The customer said: Never received

When did you last check for the parcel?

The evening of Sep 21, when I got home from work.

Have you checked with neighbors and anyone else at the address?

Yes — nobody saw it.

Does the delivery photo show your door?

No. The mat in the photo is green; ours is gray.

Where should we send a replacement?

My office, so it isn’t left outside again.

What they confirmed

“I have not received this parcel. I have checked with my household and neighbors, and I understand a replacement is sent on this statement.”

Ticked Sep 22, 2026, 8:14 PM · non-receipt statement

never_receivedphoto_mismatch

Tracking

DeliveredUPS

1Z999AA10100004862

ShippedSep 17, 2026, 6:05 PM

Estimated deliverySep 21, 2026, 7:00 PM

Last scanSep 21, 2026, 2:47 PM

DeliveredSep 21, 2026, 2:47 PM

Read from the carrier today (Sep 23, 2026, 9:12 AM).

DELIVERED — Front door
Sep 21, 2026, 2:47 PM · Lake Placid, NY, US
Out For Delivery Today
Sep 21, 2026, 8:02 AM · Plattsburgh, NY, US
Arrived at Facility
Sep 21, 2026, 4:15 AM · Plattsburgh, NY, US
Departed from Facility
Sep 20, 2026, 9:31 PM · Albany, NY, US
Arrived at Facility
Sep 19, 2026, 6:12 PM · Chicago, IL, US
Departed from Facility
Sep 18, 2026, 7:44 PM · Billings, MT, US
Pickup Scan
Sep 17, 2026, 6:05 PM · Bozeman, MT, US
Shipper created a label, UPS has not received the package yet.
Sep 17, 2026, 11:20 AM · Bozeman, MT, US

Affected items

1 ×

Basecamp 4P Tent — Sage

AO-BC4-SAG

$549.00

Affected value$549.00

Addresses

On the order

Adrian Pike 27 Larch Hollow Rd Lake Placid, NY 12946 United States

Confirmed ship-to

Not confirmed.

Reship toDiffers

Adrian Pike 410 Tamarack Commons, Suite 3 Lake Placid, NY 12946 United States

A reship goes to the reship address, which is not where the original parcel was sent. Adrian Pike, 410 Tamarack Commons, Suite 3, Lake Placid, NY 12946, United States. Check it against the order before approving a reship.

Evidence

Front step, no parcel

Carrier claim

Not filed

Usually filed once the customer has been made whole.

Internal note

UPS’s delivery photo shows a green mat; the customer says theirs is gray. Asked him for a photo of his front step — it’s attached. Reship address is his office, which is why it’s flagged.

Linked records

Shopify order #4862.

Open it in Shopify

Timeline

Flagged for manual review — value over $500

System · Sep 22, 2026, 8:15 PM

Customer emailed — “We’ve got your claim”

System · Sep 22, 2026, 8:15 PM

Claim submitted from the portal

Adrian Pike · Sep 22, 2026, 8:14 PM

Tracking read from UPS — Delivered

System · Sep 22, 2026, 8:14 PM