What should I do if my order wasn't delivered?

Missing a delivery can be disastrous. Take these steps to ensure your orders are delivered successfully.

When you submit your order to Provi, we forward the order to your listed sales reps by both email and text. As long as you provided accurate contact information for your sales rep in Provi, they receive your order. Your distributor can then deliver the order as usual. 

If your order was not delivered on the expected day, there are two possible explanations:

Check your sales rep's contact information

Most of the time that you connect a distributor sales rep to their account, you only need to search for their name. However, if your sales rep was not yet registered in Provi, you may have needed to enter their information manually on this screen:

Screenshot of adding reps manually

If the email or phone number data was entered incorrectly or if your rep has changed since you first connected the distributor, you will need to update your sales rep details. If you're not sure how to find accurate contact information for your sales rep, we can help

If your rep says that they did not receive the order, but you are confident that the contact information you have listed in Provi is correct, it is possible, though very unlikely, that your rep has marked both Provi emails and Provi texts as spam and/or blocked Provi as a sender. Ask your rep to contact our success team for assistance in resolving this situation. 

Contact your distributor

As long as the contact information you provided was correct, your distributor sales rep received the order. There are a variety of reasons a delivery can go array once the order is received, and the best way to get to the bottom of what happened is to go directly to your distributor. You can confirm your distributor's name and contact details through your order history, and you can text and email your sales reps via Provi Chat