Before contacting Movqila support about an order question, record the exact information shown on your order confirmation, account page, and the product listing you ordered from. This checklist helps the editorial desk verify your enquiry faster and reduces back-and-forth delays.
What to Record From Your Order Confirmation
When your order is confirmed, Movqila sends an email with specific details. Save or screenshot the following fields exactly as they appear:
- Order number: The full order reference (for example, #1234). Do not shorten or retype it.
- Order date: The date shown in your confirmation email or account dashboard.
- Product name: Copy the complete product title exactly as listed, including strength, variant, and pack/carton description.
- SKU: The product code shown on the listing page (for example, SS-355).
- Quantity: The number of cartons or packs ordered.
- Price paid: The AUD amount shown at checkout, including any applicable fees.
These fields identify your transaction in the Movqila system. Incomplete or retyped product names are a common cause of delays when verifying catalogue records.
What to Record From the Product Listing Page
If your question relates to a specific product listing, capture the following before contacting support:
- Full product title: Copy the entire title from the product page. Do not abbreviate brand names, strength numbers, or variant descriptors.
- Product URL: The complete web address shown in your browser’s address bar.
- Product image: Note any visible packaging details such as colour, text, or warning marks that match the listing.
- Stock status: Whether the product showed “In stock” or another availability message at the time of ordering.
This information helps distinguish between similar product records, especially when multiple variants share part of a name.
What to Record If the Item Differs From Your Order
If you receive an item that appears different from what you ordered, record these additional details before contacting support:
- Received product name: The exact text visible on the packaging you received.
- SKU on packaging: Any product code printed on the carton or pack.
- Photograph of the item: Clear images showing the front, back, and any visible identifying marks.
- Packaging condition: Whether seals, labels, or warning marks appear intact.
- Comparison notes: Specific differences between what you ordered and what you received (for example, colour, strength number, or variant name).
Do not open or use the product if you believe it differs from your order. Keep the packaging intact for verification.
Common Mistakes to Avoid
- Shortening product names: Writing “MEVIUS Purple” instead of the full “MEVIUS Premium Menthol Option Purple 8” can lead to confusion with other variants.
- Omitting the SKU: The SKU is the most reliable identifier when multiple products share similar names.
- Retyping instead of copying: Manual transcription introduces errors. Copy and paste product titles and URLs directly from the website.
- Sending partial screenshots: Ensure screenshots show the full product name, URL bar, and order reference without cropping essential details.
- Not including the order number: Support cannot locate your transaction without the complete order reference.
Privacy and Security Reminders
When recording order details, follow these privacy practices:
- Do not share your password: Movqila support will never ask for your account password.
- Redact payment details: If screenshotting checkout pages, obscure full card numbers or payment tokens.
- Use the official contact form: Submit enquiries only through the Movqila contact form, not via social media or third-party channels.
- Keep confirmation emails secure: Store order confirmations in a secure folder and do not forward them to unverified addresses.
How to Submit Your Recorded Information
Once you have recorded all relevant details, submit them through the Movqila contact form. Include:
- Your order number
- The complete product name and SKU
- The product listing URL
- A clear description of your question or concern
- Any supporting screenshots or photographs
The editorial desk reviews each enquiry against the live catalogue record and your order details. Complete information reduces verification time and helps resolve questions more efficiently.
Frequently Asked Questions
What if I cannot find my order confirmation email?
Log into your Movqila account and check the order history section. Your order number, date, and product details are stored there. If you checked out as a guest, contact support with the email address used at checkout and approximate order date.
Can I contact support without an order number?
Yes, but verification will take longer. Provide the product name, SKU, approximate order date, and the email address used at checkout. Support may be able to locate your order with these details.
How long does verification take?
Verification time depends on the completeness of your recorded information. Enquiries with full order numbers, product names, SKUs, and clear photographs are typically processed faster than those with partial details.
What if the product listing has changed since I ordered?
Record the product details as they appeared at the time of ordering (from your confirmation email or order history). If the current listing differs, note this in your enquiry. The editorial desk can compare historical and current catalogue records.
For more information on Movqila’s policies, see the Returns and Refunds page, the Shipping Policy, and the Terms and Conditions.