Managing Orders with Dispatch/Shipping Issues

This article explains how to manage orders with dispatch and shipping issues, so you can troubleshoot problems, check your order status, and identify the next appropriate action.

How to Check Orders with Dispatch/Shipping Issues

1. On the Manage Orders page, use the quick filter and hover over Dispatch and logistics issues to view orders with issues from the last 7 days. This gives you an overview of the orders that may need your attention.
   • Dispatch issues: These are issues that happen while preparing the order before it is handed over to the logistics partner, such as printing issues or failed pick-up.
   • Shipping issues or failed deliveries:These are issues that happen after the order has been handed over to the logistics provider, including failed deliveries, cancellations in transit, rejected orders that are returned to the seller, and other shipping issues such as parcel damage or loss.
     
2. To view orders with specific issues, use the Logistics issues filter under the All tab.
   
   

How to Check Failed Delivery Orders

1. Simply go to Orders > Manage Orders, and you will see 'Failed Delivery' as the last tab.
   

This tab will list all failed delivery orders under various statuses:

• Returning to seller: The parcel is on its way back to the seller.
• Returned to seller: The package has been returned to the seller, and the order will be automatically cancelled and refunded.
• Returned to seller failed: The carrier couldn't deliver the package to the seller. There will be an alert in red to draw your attention to these parcels.
  

2. To track your returned parcel further, click on the returned status under the Shipping Method column to see more details and guidelines from the platform.
   
   

How to Filter Failed Delivery Orders

1. You can easily filter your failed delivery orders based on their status by using the Return Status filter.
   
2. Refine your results further by using the Time Returned date range filter to view orders within the date range you want.
   
   

How to Raise a Ticket with Logistics Providers

As a seller, you can raise a ticket with logistics providers to resolve logistics issues more quickly. If your orders are tagged with logistics issue labels, you can either submit a request and contact the logistics provider directly, or go to the Help Center to find the support you need.
Here are the available actions for each status:

How to Track the Status of a Logistics Ticket

1. Once you have raised a ticket, you will see its status under the Shipping Method column. The status will be shown as 'Ticket in process' or 'Ticket closed.'
   
2. Alternatively, you can use the Logistics Ticket Status filter to refine your results.
   
3. To see the details of your ticket, click on the ticket status to view further information.