Reducing Missing & Wrong Items

What is Missing Item / Wrong Item and why does it matter?

Missing Item / Wrong Item Rate measures the proportion of orders that result in a customer complaint about an item being missing or incorrect.

A high Missing Item / Wrong Item Rate signals operational gaps that damage customer experience and expose merchants to reimbursement deductions.

This guide maps best practices to the five stages of order fulfilment: Setup & Readiness, Order Preparation, Order Packing, Order Handover to Riders, and After Service. Each section identifies the Missing Item / Wrong Item issue type it targets and the specific actions merchants can take to prevent it.

A quick rundown of all five Missing Item / Wrong Item prevention stages. Use the sidebar or Prev/Next to drill into any stage.