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A real Dorris, with a made-up store. The screens Tim's store uses every day. Every customer, order and number in it is invented.

Dorris

Warranty & Claims

Warranty and shipping claims, repairs and supplier recovery — down to the component.

Decision tree New claim
SC-0031 Needs decision Asked for: Reship

Never received · Adrian Pike · #4862Acme · Customer portal · 1d

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.

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

Before you submit

“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

Tags

never_receivedphoto_mismatch

Tracking

Delivered UPS 1Z999AA10100004862
Shipped
Sep 17, 2026, 6:05 PM
Estimated delivery
Sep 21, 2026, 7:00 PM
Last scan
Sep 21, 2026, 2:47 PM
Delivered
Sep 21, 2026, 2:47 PM

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

  1. DELIVERED — Front door

    Sep 21, 2026, 2:47 PM · Lake Placid, NY, US · Delivered

  2. Out For Delivery Today

    Sep 21, 2026, 8:02 AM · Plattsburgh, NY, US · Out for delivery

  3. Arrived at Facility

    Sep 21, 2026, 4:15 AM · Plattsburgh, NY, US · In transit

  4. Departed from Facility

    Sep 20, 2026, 9:31 PM · Albany, NY, US · In transit

  5. Arrived at Facility

    Sep 19, 2026, 6:12 PM · Chicago, IL, US · In transit

  6. Departed from Facility

    Sep 18, 2026, 7:44 PM · Billings, MT, US · In transit

  7. Pickup Scan

    Sep 17, 2026, 6:05 PM · Bozeman, MT, US · In transit

  8. Shipper created a label, UPS has not received the package yet.

    Sep 17, 2026, 11:20 AM · Bozeman, MT, US · Label created

Customer

Name

Adrian Pike

Email

adrian.pike@example.com

Affected items

  • Basecamp 4P Tent — Sage

    AO-BC4-SAG · $549.00 each
    1 × $549.00

Declared value$549.00

Addresses

On the order

Adrian Pike27 Larch Hollow RdLake Placid, NY 12946United States

Confirmed ship-to

Not confirmed.

Reship to

Differs
Adrian Pike410 Tamarack Commons, Suite 3Lake Placid, NY 12946United 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

Context

Front step, no parcel

Context · front-step.jpg

Timeline & audit trail

  1. Flagged for manual review — value over $500

    System · Sep 22, 2026, 8:15 PM

  2. Customer emailed — “We’ve got your claim”

    System · Sep 22, 2026, 8:15 PM

  3. Claim submitted from the portal

    Adrian Pike · Sep 22, 2026, 8:14 PM

  4. Tracking read from UPS — Delivered

    System · Sep 22, 2026, 8:14 PM

Approve SC-0031?

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

Approving will

  1. 1Mark the claim approved, in your name
  2. 2Create a $0 Shopify order for the Basecamp 4P Tent — Sage, shipped to the reship address
  3. 3Lock the claim so its record can’t be rewritten

Then emails adrian.pike@example.com that a replacement is on its way, with a link to their claim.

Ships to: Adrian Pike, 410 Tamarack Commons, Suite 3, Lake Placid, NY 12946, United StatesThis is not where the original parcel was sent.

Deny SC-0031?

The customer is emailed that this isn’t covered, straight away. Nothing is reshipped, refunded or credited, and denied is final — reset the claim to let them file again.