Features
Using the Ticket System for Order Issues
Raise an order problem as a ticket from the order itself, keep the whole conversation in one thread, and follow it until the issue is closed.
Ticket System
The Ticket System handles order problems in one place. Create a ticket directly from an order instead of chasing the answer through WhatsApp, Slack, or email. Every reply stays in one thread with your account manager.
When to raise one
Raise a ticket when an order needs a decision or an intervention. Typical cases are a refund, a resend, a cancellation, a customs hold, or a customer asking for a delivery update.
Fix what you can fix yourself first. An incomplete address or an unpaid order does not need a ticket.
The ticket list
Tickets in the sidebar lists everything you have raised, with the subject, the store, the linked order, the status, and the priority. The Unread Replies tab shows the threads waiting on you.
Creating a ticket
Click Submit Ticket. Pick the store, then the order, then a subject category. Describe what happened, when, and what you want done.
Link the order. A ticket without an order takes longer to answer because someone has to find the order first.
Detail and attachments
The description box takes up to 4,000 characters. Add the incident date when the problem has one.
Attachments accept PNG, JPG, PDF, DOC, CSV, and MP4 up to 10 MB. A photo from the customer usually settles a damage claim faster than a paragraph describing it.
After you submit
The ticket opens as a thread. Replies from your account manager arrive in the same thread, and the status moves from Open to Closed when the work is done.