I'll be honest in the beginning happened a lot. I knew diseases but not the fish. Lately not so much. I have learned alot over last few years and if we don't have the fish we simply don't charge for it and ship the rest. If fish delivered was not correct we issued refund. If fish is doa even after a few days we issue refund or store credit no questions asked.Oh I know. I’ve been tagging along in some of the threads. And I get what you do has a ton of variables. I’ve just seen some posts about ordering fish and getting different ones from what is ordered. I like how you’ll issue a refund and case closed. But I’m wondering how that mixup happens and if it’s often.
We have a team now that helps pack and each and every fish is inspected by me personally before going into your box.
I also watch the fish 24 to 48 hrs. It's eating well and behaving normal or else I don't ship anymore.
I rather see posts where clients complaints about a missing fish vs sick infected fish. Latter is more damaging to image.
Most mixup I have had was on yellow eye kole.
Hawaii banned the harvesting so my only source is Sri Lanka. They are spotted yellow eye kole. And sometimes they have variations that don't look anything alike so clients get upset which is well respected on their part so now I don't ship the far variation ones anymore.
We placed all 3 variations pics online and circled the ones you will be getting. So there is less confusion.
I hope that helps.