Skip to main content
Jetpack is committed to addressing operational errors in inventory management and order fulfillment through swift resolutions and transparent processes. This policy outlines error types, resolution procedures, and merchant responsibilities.
Critical Timeline: Jetpack can only correct operations errors within 90 days from the date of the transaction. Errors reported after this period cannot be remedied.

​
Required Documentation

Before submitting an error claim, merchants must provide complete documentation to support the claim.

​
Standard Information Requirements

Required Details:
  • Affected shipment ID(s) from your Jetpack dashboard
  • Order numbers for all impacted orders
  • Transaction dates
  • Customer information (if applicable)
Provide Comprehensive Details:
  • Clear description of what occurred
  • Expected outcome vs. actual outcome
  • Impact on customer or inventory
  • Supporting evidence (photos, customer communications)
Critical Requirement: A valid manufacturing invoice is required for all inventory-related error claims.See Manufacturing Invoice Requirements section below for complete specifications.

​
Manufacturing Invoice Requirements

Manufacturing invoices are required to verify inventory value for lost or damaged goods claims. Invoices must meet specific criteria to be accepted.
Valid Invoices Must Include:
  • Manufacturer or supplier name
  • Bill addressed to merchant company (not Jetpack)
  • Invoice number and invoice date
  • Product name and description
  • Quantity ordered
  • Per-unit pricing (not just total cost)
Rejected Invoice Types:
  • Invoices billed to Jetpack
  • Excel spreadsheets or custom documents
  • Tampered or altered documents
  • Customer invoices or receipts
  • Pro forma invoices without payment proof

​
Error Types & Resolutions

​
Picking Errors

Scenario: Wrong SKU shipped to customer or excess units sent in order
  • Merchant Options
  • Jetpack Remedy
When a picking error occurs, merchants can choose from the following resolution options:Option 1: Generate Return Label
  • Available for US, Canada, and UK domestic orders
  • Jetpack provides prepaid return label
  • Customer returns incorrect item
  • Merchant receives inventory back
Option 2: Account Credit
  • Credit up to USD $100 (or equivalent in CAD/AUD/EUR/GBP)
  • Applied to merchant account
  • No return required from customer
  • Merchant determines if customer keeps item
Option 3: Decline Return
  • Merchant chooses not to request return
  • Receives account credit for item value
  • Customer keeps incorrect/extra items

​
Packaging Errors

Coverage: Size-related fulfillment cost increases only Scenario: Order shipped in larger packaging than necessary, resulting in higher dimensional weight charges
Resolution: Merchant receives credit for the difference between actual packaging charges and optimal packaging charges that should have been applied.
Example Calculation:
  • Optimal packaging: 6x4x2 box = $5.50 fulfillment cost
  • Actual packaging: 12x9x6 box = $8.75 fulfillment cost
  • Credit issued: $3.25
Exclusion: In-transit damage to packages is not covered under packaging errors. Damaged shipments require separate carrier claims.

​
Order Swap Errors

Scenario: Two orders were exchanged between customers (Customer A received Customer B’s order and vice versa) Resolution Components:
  1. Manufacturing Value Credit
    • Credit for manufacturing cost of both orders
    • Compensates for potential lost products
    • Applied to merchant account
  2. Free Corrected Shipments
    • Jetpack ships correct orders to both customers
    • No fulfillment fees charged
    • Expedited shipping at no charge
    • Both customers receive proper items
  3. Return Options
    • Merchants may request return of swapped items
    • Return labels provided at no charge
    • Returns optional based on item value

​
Lost Inventory (Within Fulfillment Center)

Coverage: Manufacturing cost credit for inventory lost inside Jetpack fulfillment centers
  • Credit Terms
  • Recovery Process
What’s Covered:
  • Manufacturing cost of lost inventory
  • Based on submitted manufacturing invoice
  • Credit applied to merchant account
What’s Not Covered:
  • Taxes paid on inventory
  • Import fees or customs duties
  • Shipping costs to fulfillment center
  • Freight forwarding fees
  • Potential profit or revenue
Merchants have visibility into inventory movements through the Inventory History feature in their dashboard. Check this regularly to monitor inventory status and changes.

​
Lost Inventory (During Transfer)

Scenario: Inventory lost during transfer between Jetpack fulfillment centers Coverage & Recovery: Identical to in-center lost inventory policy
  • Manufacturing cost credit issued
  • Automatic restock if found
  • Merchant Care notification for lot/expiration concerns
  • Same exclusions apply (taxes, fees, shipping costs)

​
Damaged Inventory (Within Fulfillment Center)

Coverage: Manufacturing cost credit for inventory damaged while in Jetpack’s care inside fulfillment centers Credit Terms:
  • Manufacturing cost based on invoice
  • Excludes taxes, fees, and shipping costs
  • Applied to merchant account
  • Photos provided when available
Transit Damage Exclusion: Inventory damaged during inbound transit to fulfillment centers requires a separate freight claim process with the carrier. This is not covered under operations errors policy.
Common Damage Scenarios:
  • Forklift accidents
  • Shelf collapses
  • Water damage from facility issues
  • Crushing from improper stacking
  • Temperature control failures

​
Submission Methods

  • Picking Errors
  • Other Errors
Dedicated Form Submission:
  • Use the Picking Error form in your dashboard
  • Navigate to Orders > Select affected order > Report Error
  • Complete all required fields
  • Upload supporting documentation
  • Submit for review
Processing Time: 3-5 business days

​
Important Exclusions

Shipping Costs Not Covered: Jetpack does not cover the cost to ship goods to our fulfillment centers or associated taxes and duties, even for confirmed operational errors.
Additional exclusions include:
  • Lost profit or potential revenue
  • Taxes paid on inventory
  • Import duties and customs fees
  • Freight forwarding charges
  • Insurance costs
  • Opportunity costs
  • Customer acquisition costs

​
Timeline and Deadlines

1

Error Occurs

Operational error takes place (incorrect shipment, lost inventory, etc.)
2

Detection

Merchant or customer identifies the error
3

Report Within 90 Days

Merchant must submit error report with documentation within 90 days of transaction date
4

Review Process

Jetpack reviews submission and documentation (3-7 business days)
5

Resolution

Credit issued or remedy provided if error confirmed
The 90-day deadline is firm. Errors reported after this period cannot be reviewed or remedied, regardless of circumstances.

​
Merchant Responsibilities

To facilitate error resolution, merchants should:
  • Keep manufacturing invoices for all inventory
  • Document inventory costs and quantities
  • Track shipment IDs and order numbers
  • Retain customer communications
  • Monitor order fulfillment for issues
  • Review customer complaints quickly
  • Submit error reports within 90-day window
  • Provide complete documentation upfront
  • Complete error descriptions
  • Supporting evidence (photos, emails)
  • Valid manufacturing invoices
  • Specific impact and resolution requested
  • Answer Merchant Care questions promptly
  • Provide additional documentation if needed
  • Clarify details when requested
  • Cooperate with investigation process

​
Preventing Operations Errors

While Jetpack strives for accuracy, merchants can help reduce errors:
  • Product Setup
  • Inventory Management
  • Quality Control
  • Use clear, distinct SKUs for variants
  • Provide high-quality product images
  • Include detailed product descriptions
  • Configure accurate dimensions and weights
  • Set up proper bundling and kitting rules
If you believe an operational error has occurred, contact Merchant Care immediately through your dashboard chat or by creating a support ticket. Our team can help you gather required documentation and guide you through the error reporting process.

Unidentified Receiving Orders

Learn about URO policies and resolution

Managing Inventory

Track and manage your inventory effectively

Order Management

Monitor and manage your orders

Sending Inventory

Create proper warehouse receiving orders