At Atomix, we strive for 100% accuracy; however, we recognize that errors can occur. Our Error Credit Policy is designed to hold us accountable and compensate our partners when we miss our operational standards.
What Qualifies as a Fulfillment Error?
An order is eligible for a fulfillment credit if the error is directly caused by Atomix operational staff or systems. Qualifying scenarios include:
Wrong Item Sent: The customer received a SKU different from what was ordered (e.g., ordered a Small, received a Large).
Missing Item: One or more SKUs listed on the packing slip were not included in the package.
Overage: Extra items were included in the package that were not part of the order.
Damaged during Picking/Packing: Items that were clearly damaged by our team during the fulfillment process (not by the carrier during transit).
Wrong Shipping Method: Atomix used a shipping service level lower than the one requested and paid for by the brand (e.g., shipped via Ground when Expedited was selected).
What Does NOT Qualify?
The following situations are outside of Atomix's control and do not qualify for a fulfillment credit:
Carrier Issues: Delays, lost packages, or damage caused by the carrier (FedEx, UPS, USPS, etc.) while the package is in transit.
Incorrect Customer Data: Orders shipped to the wrong address provided by the customer or the brand.
Inventory Discrepancies: If the physical stock does not match the app due to inaccurate initial counts or manufacturer errors.
Out of Stock Items: Delays caused by items not being available at the time the order was placed.
How to Request an Error Credit
To process a credit, brands must submit a ticket through the Atomix App or Intercom within 30 days of the shipment date.
Required Documentation:
Order Number: The unique Atomix or Store ID.
Visual Evidence: Photos of the incorrect item, the packing slip, and the shipping label.
Description: A brief explanation of the discrepancy.
Reimbursement Structure
When an error is validated, Atomix typically provides the following:
Pick/Pack Fee Credit: A credit for the labor costs associated with the original order.
Reshipment Labor: Atomix will cover the labor to pick and pack the replacement order at no cost.
Shipping Costs: If Atomix sent the wrong item, we may cover the cost of the replacement shipping label (Standard service).