Order Accuracy

Order Accuracy

Our standard SLA for order accuracy is 99.5%

We do, however, aim to have an order accuracy of 100%, however unfortunately this is not always possible.

The accuracy is determined by :-

The correct SKU(s) were picked, packed, labelled, and sent as per the system, in the right packaging via the correct shipping method.

Wrong item sent or order arrived, with some or all content missing.

In the unlikely event that we have sent an incorrect product or item or some or all items missing, please provide us with the following information within 3 days of order receipt  :-

• Channel Order number
• SKU / Part / Item Number or description of incorrect / missing item
• SKU / Part / Item Number of item customer should have received.
• Image of the incorrect item or 
• Image of package 

Once we have received this information, we will launch an internal investigation and if required we’ll create a new manual order in our platform for the correct item then pick, pack and ship this at our own cost. 

Additionally, we will create a Royal Mail returns label to be sent either via email, or with the new replacement order for the customer to return the products, at our cost. 

We are, however, not responsible to ensure that the customer does return the incorrect item.  

We will, however, on receipt, process the return, again at our cost, and follow the normal returns process.

*In the event that the item is low cost and below £5, we will ask you to ask your customer to destroy the incorrect item and we will make a credit to your account for the item cost and not create a Royal Mail returns label.  

We operate High-Definition CCTV in and around all our Goods In, Picking, Packing and Goods Out areas – we will scrutinize the CCTV to ensure the order in question was packed with the correct items.

We will provide CCTV imagery to prove this. If the customer is still adamant that the item(s) were missing we will then either advise the client to make a claim through their normal process or if the courier account is operated by lama fulfilment then our Client Success Team will make a claim on your behalf.

If, however, we have sent the order with missing items, we will create new manual order in our platform for the missing item(s) and pick, pack and ship this at our own cost. 

Package lost or items damaged.

If the items delivered are damaged or lost, please provide the following information within 3 days of expected delivery date :-

• Channel Order number 
• SKU / Part / Item number of damaged / lost item
• Description of damage 
• Image(s) of damaged item, clearly showing the relevant damage.

The next step is dependent on the courier used. If the courier account is in the clients’ name, then it is up to the client to claim through their normal procedure with the relevant courier and instruct lama fulfilment on next steps, i.e. create a new replacement order for the customer and / or to expect a return for the damaged item.

If the courier account is operated by lama fulfilment then our Client Success Team will make a claim on your behalf.

Minimally, to proceed with a claim, the couriers require :- 

• The type of claim.
• Items damaged
• Items lost
• Net purchase value of contents

Some couriers will want proof of the net purchase value of the goods and therefore will need a supplier invoice or similar, to prove the cost of goods before they process the claim any further.

Once we have this information, we’ll process your claim with the courier – the whole claims process could take up to 8 weeks – if we manage to get your claim accepted, we will credit your account once we’ve received the credit from the courier.