Boxme processes order information change requests after order creation through the ticket/RMA system on OMS:

1. COD Fee Change

Sellers must create a ticket providing the following details:

• Order ID requiring a COD fee change
• New COD fee
• Boxme will process the request and coordinate with the carrier to update the COD fee. However, changes are only possible before the order is delivered to the customer. If the order has already been delivered, sellers must contact the customer directly for a resolution.

2. Recipient Information Change

If the order has not been delivered, sellers should create a ticket to notify Boxme. If the order failed delivery and needs to be resent with updated information, sellers must submit the details through the RMA system.

Note:

• Address changes are only applicable for orders within the same province.
• Name and phone number changes are possible for orders in transit or awaiting delivery.

3. Urgent Delivery Request

If an order has a scheduled delivery with the recipient, needs priority handling when in “awaiting delivery” status, or has exceeded the estimated delivery time without success, sellers should create a ticket with:

• Order ID requiring urgent processing
• Expected delivery time

4. Order Return Request

For orders that need to be returned to the warehouse, sellers must create a ticket for Boxme to process. However, return requests are only accepted for orders in “picked up” or “in transit” status. Other statuses are not eligible for return processing.

Sellers should provide the following details in the ticket for proper classification and processing:

Order ID
Order’s shipping status
Return reason (e.g., customer canceled, wrong address, incorrect product, incorrect COD, etc.)
Re-delivery Request

For orders that have failed delivery 1-3 times, sellers should verify order details or contact the recipient before requesting re-delivery via the RMA system.

Carriers will attempt delivery up to 3 times if the customer is unreachable. If the recipient refuses the package for reasons like “did not order” or “fraud suspicion,” the carrier will return the package to the post office. If the seller does not request re-delivery within 3-7 days, the carrier will return the order to the warehouse. Sellers must track orders closely to take timely action.

If an order has already failed 3 delivery attempts but does not yet have a return status, and the seller wishes to attempt a 4th delivery, a ticket must be created for re-delivery processing. However, additional charges will apply for more than 3 delivery attempts. Boxme will notify sellers via the ticketing system for confirmation before proceeding.