Post-Shipment Delivery Issues: What to Do

Delivery issues can occasionally occur after an order has been shipped. Below are the recommended steps to ensure a fast and customer-friendly resolution.

If the Customer Contacts Vivino First

Sometimes, customers notice a delivery issue and contact Vivino Customer Support before the merchant is aware.

In these cases:

• Vivino Customer Support will reach out to the merchant directly.

• The merchant will be informed of the customer’s preferred resolution (reshipment or refund).
  
  

What to do:
Check whether there is already an email from Vivino Customer Support regarding the order. If so, please reply within the same email thread and follow the guidance provided.

If the Merchant Is Notified First

If the carrier informs the merchant of a delivery issue before the customer contacts Vivino, the merchant should report the issue proactively via the Merchant Chatbot.

Path:
Delivery Issues → My order is shipped

After entering the order ID, select:

• The type of issue (lost, returned, or damaged)

• Whether you are able to reship the order
  
  

If reshipping is not possible, Vivino will proceed with a customer refund.

Additional Details (Optional)

Returned Shipments & Long Delays

For parcels returned after delivery issues or extended delays, please wait until Vivino confirms:

• The customer is available to receive a reshipment, and

• The delivery address has been verified
  
  

This helps avoid repeat delivery issues.

Need Help?

If you need clarification or additional support, include your question in the Additional Details field when submitting the case. Our team will review and respond as soon as possible.