Things break, customers change their minds, and batches occasionally misbehave. Here is how each case is handled without hurting your settlement.
Faulty SIM packs
A pack that will not activate is logged from your portal with its SIM number. Logged faulty packs are credited back to your stock line, so they never count against sell-through. Keep the physical pack for your next stock reconciliation.
Customer returns
Where a customer returns an activated SIM under their statutory rights, the return is processed on the customer's account (their contract is with VoicePro). Your portal reflects the adjustment on the linked sale so commissions reconcile cleanly - see "Commissions and settlement" for how adjustments appear in statements.
Stock corrections
Miscounts and damaged-in-transit stock are corrected through a stock adjustment request in the portal, with a note of what happened. Adjustments are reviewed and applied to your next statement.
The one rule that matters
Everything runs off the portal record. A pack handed over, swapped or binned without being logged is invisible to reconciliation - and un-logged discrepancies are the only stock issues that end up costing anyone money.
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