Keep the order email, order number, exact product title or SKU, amount shown at checkout and any dispatch or tracking message together until the order is complete and any issue is resolved. For adult Australian customers, these records make it easier to identify the transaction without sending card details or unnecessary personal information.
Which online order records should you keep?
- The order confirmation email and order number.
- The exact product name, SKU and quantity shown in the confirmed order.
- The checkout total and the date the order was submitted.
- Dispatch, tracking and delivery messages.
- Clear photographs of the parcel, label, item and packaging if goods arrive damaged, incomplete or different from the confirmed order.
- Copies of support messages and any instructions you receive.
The ACCC advises online shoppers to keep documents such as emails, receipts, item descriptions and electronic records. Rovqenx customers can also review the current order record through My Account.
Match the record to the exact carton
Use the complete product name and SKU rather than a shortened brand name. The live Rovqenx product directory is useful for matching a current catalogue record, but your confirmation email is the record of what was submitted. Prices, stock indicators and catalogue details can change, so do not replace the original confirmation with a later screenshot.
Records for a damaged, incomplete or incorrect order
The current Returns and Refunds policy asks for the order number, exact product name or SKU, a concise issue description and clear photographs when damage or an incorrect item is involved. Keep the item and packaging, and do not send anything back until support provides instructions and the correct return destination.
What not to include in a support message
Do not send card details, security codes, identity documents or unrelated personal history. Use the Rovqenx contact page with only the records needed to identify the order and issue. The existing guide on writing an order support message provides a concise format.
How long should records be kept?
At minimum, keep the records until delivery is complete and any question, return or refund request is resolved. This article does not set a universal retention period. The relevant rights and process depend on the issue, the current Terms and Conditions, the Returns and Refunds policy and Australian Consumer Law.
Practical next step
Create one folder for the confirmation, receipt, dispatch messages, photographs and support correspondence. If a problem occurs, compare those records with the confirmed order before contacting Rovqenx.
Adults 18+ only. Tobacco contains nicotine and smoking causes serious health risks. This record-keeping guide does not encourage tobacco use or make health, safety or cessation claims.