Damaged Shipment / Missing Item/ Mixed RTO/ Open Parcel (Raised by Business)



1st Step: 

Accept the case If the business reaches out within the agreed SLA, and assigns it to the Concerned Hub and CC Abelrahman Nasr. 

  • For SOHO (Plastic, Bronze, Silver, and gold) accounts: 

Businesses should report this issue on-spot with the Star



  • For Red and Platinum: 24W.H following the date of receiving the returns 


  • For the orders which are delivered to the consignee: 

Businesses should report within 48 working hours from the delivery day regardless of the business tier


Note* If the end user contacts us to complain about a damaged order, advise him to contact the business and the business should report within the agreed SLA (48 W.H)


2nd Step: 

The HUB will assign the ticket to the CS team again after the investigation, to inform them if the case is valid or not, and if has an approved compensation or not.

  • If the compensation is Approved, CS should send a Compensation Email to Mohamed Raafat & Ahmed Hesham , and advise the business that he will be compensated.

  • If the compensation is Rejected, CS should Communicate the feedback with the business.

Note: Communicate the feedback according to the case Ex: ( Damage order: poor packaging) (Missing Item: Advice with the security sticker)


Note That the HuB SLA is 24 W.H if they didn't reply you have to assign the ticket to the area manager (Mohamed Khaled or Ahmed Gaballah and the audit Team)