Answer customer issues

When a customer uses Report a problem on an order or the help form in their portal, the message lands in Customer issues and in your notifications. Anyone with access to orders can read issues; replying, closing and reopening needs the Dispatcher, Operations Manager or Admin role.

Find the issues waiting for you

1. In the sidebar, click Customer issues (under Partners).
2. Use the status chips: Waiting for us (new, or the customer wrote again), Waiting for customer (you replied) and Closed. All shows everything.
3. Search by issue number, customer, order or text.

Each row shows the topic (such as It's late, Something is damaged or Wrong address or contact), the customer, the order and the last message. Newer and Older page through long lists.

Reply

1. Click the issue. A panel opens with the whole conversation, the customer and contact, and a link to the order.
2. Click the order number first if you need to check the delivery, then come back.
3. Type your answer under Reply to contact name.
4. Click Send reply. It goes out by email to the contact and appears in their portal. The issue moves to Waiting for customer.

Close or reopen

• Click Close in the panel when the problem is solved.
• Click Reopen on a closed issue if it needs more work.