Support

Fulfilment escalations

If a courier fails to collect or deliver, or your pack note is rejected by a supplier, our ops desk will help sort out fulfilment issues quickly.

To report a fulfilment issue, use our contact form and add the waybill number, order reference, supplier name, and courier involved. Include what failed, such as a missed collection, rejected pack note, wrong VAT invoice detail, or a delivery scan that stopped updating.

For related guidance, check resources and shipping & samples. Those pages cover packing checks, courier handover points, and route considerations for inland to coastal shipments during rain, power cuts or high humidity.

The support we provide for fulfilment escalations

When a delivery stalls or a pack note is knocked back, our desks step in to unblock the process. We bridge gaps between your supplier and preferred courier, manage urgent comms, and keep your customer promises on track.

Our teams help resolve missed pickups, failed deliveries, or paperwork issues like rejected pack notes. We check regional conditions, such as local power cuts or route disruptions, and work with you to stay compliant with courier SLAs, POPIA and VAT invoice rules.

Support is available for marketplace, wholesale, WhatsApp and DTC channels. We offer direct help or point you to the right playbooks and resources, including tips for shipping in high humidity or between inland and coastal lanes.

How to escalate a fulfilment problem with Dropshippers

If you hit a fulfilment snag, send a message through our contact form with the details. Start your subject with 'Escalation'.

Our regional desk checks the info, logs the issue and links in your courier or supplier contact. We confirm if the shipment is courier-handled, supplier-handled or buyer-collect. The team may ask for follow-up info or call for supporting docs if needed.

Once we have all the facts, we chase up your courier or supplier, update you on what to expect next, and advise how to resolve the delay according to our shipping resources and marketplace SLAs.

  • Log the case via our contact form with order and waybill details
  • Attach the failed pack note or courier waybill
  • Describe the problem with dates, locations and courier references
  • Say if this is urgent (same-day or next-day delivery)
  • Wait for a desk team reply with next steps

What we need from you to resolve it

Quick and clear info helps us resolve your fulfilment issue. Include all proof of order, courier and supplier details, along with accurate carton size and class.

Tell us about minimum order quantity (MOQ) or any bulk delivery needs. If any address is in a municipality with known power cuts or outage risk, highlight this.

Keep customer data secure. Use only POPIA-compliant formats when sharing addresses or contact details. For VAT queries, attach the official invoice.

Order numbers, screenshots and the supplier invoice up front give us what we need to push for a resolution. See our playbooks for more on effective shipping and escalation processes.

Courier and supplier escalations

For collection failures, returned parcels or rejected paperwork, use our contact form and note the order number, courier waybill and supplier name. Rosebank Trade Studio routes fulfilment cases to the ops desk with the details needed to check handover status, pack note issues and delivery exceptions.

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