DELIVERY DISPUTE POLICY

1 Reasons for Delivery Dispute:

1.1 Late Delivery: If the delivery exceeds the promised timeframe.

1.2 Missing Items: Items listed in the order are not delivered.

1.3 Damaged Items: Items are delivered in a damaged or unusable condition.

1.4 Incorrect Items: Items received do not match the order description.

1.5 Delivery to Wrong Address: Delivery is made to an incorrect or unauthorized location.

1.6 Fraudulent Activity: Any suspicion of fraudulent behavior during the delivery process.

2 Role of Swiftshift:

2.1 Communication Hub: SwiftShift serves as a communication hub between customers, delivery partners, and merchants.

2.2 Investigation Facilitator: SwiftShift will investigate disputes by collecting relevant information from all parties involved.

2.3 Resolution Facilitator: SwiftShift will work towards a fair and timely resolution based on the evidence provided.

3 Dispute Resolution Process:

3.1 Customer Report: Customers should report delivery disputes within 48 hours of the delivery completion.

3.2 Submission of Evidence: Customers, delivery partners, and merchants are required to provide evidence such as photos, order details, and any relevant information to support their claims.

3.3 SwiftShift Investigation: SwiftShift will thoroughly investigate the dispute, considering all provided evidence.

3.4 Resolution Decision: Based on the findings, SwiftShift will make a resolution decision within 7 business days.

4 Possible Outcomes of Dispute Resolution:

4.1 Full Refund: If it is determined that the customer’s claim is valid, a full refund for the affected items will be issued.

4.2 Partial Refund: In cases where only a portion of the order is disputed, a partial refund may be offered.

4.3 Replacement: SwiftShift may arrange for the delivery of replacement items in case of missing or damaged goods.

4.4 Credit or Voucher: Customers may receive a credit or voucher for future purchases as a goodwill gesture

4.5 Investigation Inconclusive: If the investigation does not provide sufficient evidence to determine responsibility, SwiftShift may offer compensation or a discount on the customer’s next order.

5 Continuous Improvement:

5.1 SwiftShift is committed to continuously improving its delivery services based on customer feedback and dispute resolutions.

5.2 Periodic reviews of dispute trends will be conducted to identify and address recurring issues.

6 Contact Information:

6.1  Customers, delivery partners, and merchants can contact SwiftShift’s dedicated support team for assistance with delivery disputes.

This Delivery Dispute Policy is designed to provide a clear framework for addressing and resolving delivery-related issues, ensuring a fair and transparent process for all parties involved.