Yesterday we identified an issue that requires your attention. Between December 29, 2024, and January 3, 2025, the service provider responsible for transferring order information from Exigo to our fulfillment center experienced a critical problem. As a result, shipments with multiple products were processed incorrectly, leading to only one item being shipped per order.
We have pinpointed the affected orders and are preparing an official apology, which will be sent today to those impacted. Their missing products will be shipped out in the next few days as these orders have to be manually adjusted. As of January 3, we have removed this intermediary company and are now sending order data directly to our fulfillment center.
This change has will also improve the speed of tracking information being imported back into Exigo. You will start seeing this improvement effective immediately.
We are confident these changes will address the data issues going forward. Additionally, we’ve implemented new monitoring procedures to ensure the accuracy and timeliness of our fulfillment process.