If a customer reports an issue with their order, ensure you gather all relevant details, including the nature of the issue (e.g., order not received, damaged item, instructions not followed, or stolen order).
For a thorough investigation, contact our Escalations Team at support@trexity.com. Please include any supporting information such as photos, customer correspondence, or other proof that demonstrates the issue.
Merchants should also communicate to their customer that they are actively working with their delivery partner to investigate and resolve the matter.