We take it very seriously when an order ends up being shipped more than once. These are referred to as duplicate shipments. We have many controls in place to avoid duplicates. But due to the complexity of systems upstream of us, we often don't have visibility and or control over this situation.
When you realize that duplicate shipments are happening, contact support right away. We will immediately start an investigation and try to cancel such shipments.
Duplicate shipments could be due to bugs in our software or in the software used by our warehouse partners. In such situations, we will do everything necessary to stop the shipments and reimburse you for the lost inventory if any.
However, when we receive duplicate orders from the listing solution or from the sales channel, we will act immediately to hold/cancel such shipments but unfortunately we will not be able to reimburse you for any lost inventory.
Similarly, if duplicate shipments are caused when an order is fulfilled simultaneously by Deliverr as well as by another fulfillment partner of yours like FBA due to mistakes that are upstream of us, we will do our best to hold/cancel such shipments but we cannot be held responsible for any lost inventory. For this scenario, please note that holding or canceling orders once they reach our systems may result in extra cancellation charges.