6. Manage your incidents
1. Access the incidents section
2. You will see that there are several tabs :
a) The "All" tab displays all incidents (the sum of all tabs)
b) The "Pending Resolution" tab displays all the orders that have been reported as incidents and are awaiting a solution from you, which is why they are red in color.
To get those orders delivered again, you must contact your customer and provide a solution.
Incidents are always managed from this tab.
c) To see what an incident is about, click on the button with an i "View incident"
d) Once inside, you can see (as shown in the image): the status/code (for example: NAM), the type of incident (for example: merchandise not accepted), the reason (for example: Order canceled/rejected), the delivery person's notes , and the distance from the shipping agency's office to the customer's address. You can then choose between two options :
Managing with the customer: This option is chosen if you've contacted your customer and haven't been able to reach them. In this case, since you don't have a solution yet, select this option + accept, and the incident will remain pending resolution so you can try again later.
Provide a solution: If you choose this option, it's because you've managed to contact your customer and have reached an agreement to reship the order. In this case, you must write the solution agreed upon with the customer in the field provided.
Try to keep your solution specific and brief, and use friendly language. Remember that refund exchange requests are not handled here; you must request them from the dropshipper support team.
Incident history: Here you can see the entire incident history.
f) The "Submitted Requests" tab displays all the issues you've resolved in green. Those you see in yellow are those that have received a response from the delivery company regarding your resolution, so it's important to review them.
Color reference in incidents:
Video tutorial: How to manage your incidents?
Tips for managing your incidents
Status of a shipment in incident
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