B2B Support Tickets

Overview

If you have any concerns about your B2B shipments, you can bring them to our attention by raising a support ticket on Delhivery One. Our dedicated customer support team is available to assist you with quick resolutions, ensuring a response within 3 hours (TAT).

In this section

• How to raise a support ticket on Delhivery One?
• How to track support tickets on Delhivery One?
• How to resolve a support ticket on Delhivery One?
• How to reopen a support ticket on Delhivery One?

How to raise a support ticket on Delhivery One?

Steps to raise a support ticket:

• Navigation
  • Login to your B2B account on Delhivery One
  • Go to the Left Panel > Support
  • Click on Raise a Ticket
• Select Issue Type
  • After clicking "Raise a Ticket", a pop-up window will appear displaying various categories of issues.
  • Please select the relevant category and then choose the appropriate subcategory.
  • If you wish to revise the selected category or subcategory, click on Reset Categories at the bottom.
    
    
• Enter affected LRNs

   Note: Depending on the selected category and subcategory, entering affected LRNs may be mandatory or optional. If entering the LRNs is optional, you will have an option to Skip. 

  • To enter multiple LRNs, you can enter them separated by comma.
  • A maximum of 10 LRNs can only be entered manually in the input box.
  • If you want to enter more than 10 LRNs, you can upload a .csv or .xls file with a maximum of 500 LRNs.
  • A sample file format is available for download; ensure your file matches this format before uploading.
  • After entering or uploading LRNs, click Proceed.
• Provide Additional Information
  • Add a detailed description of the issue, clearly explaining the problem you’re facing.
  • You can upload supporting files or images (e.g., screenshots or documents) to provide additional context
    • Supported formats: jpeg, png, jpg, mp3, mp4, mkv, pdf, doc, docx.
    • File size limit: Maximum 18 MB per file.
      
      
• Enable Email Updates
  • If you want to receive updates about your ticket via email, check the box labeled Email Updates.
  • You can also add CC recipients to keep others informed about the ticket's progress. Click Add More Emails in CC to include additional email addresses.
    
    
• Create the Ticket
  • Once you have entered all the relevant information, click Raise this Issue
  • A new support ticket will get created with a unique request ID for reference. 
  • In case of bulk upload for multiple LRNs, individual tickets will be created for each LRN with unique request IDs

Important Note

• Some of your shipments may be ineligible for ticket creation under specific issue categories. For instance, If a shipment has already been returned, you cannot raise a ticket for delayed delivery.
• Ineligible shipments will trigger a message after you click Raise this Issue, explaining the reason for non-eligibility.
  
  
  

How to track support tickets on Delhivery One?

Steps to track a support ticket:

• Navigation
  • Login to your B2B account on Delhivery One
  • Go to the Left Panel > Support
• Ticket Types 

  Your support tickets are categorized into three types:

  • Open: These are your newly created tickets.
    • The Delhivery customer support team responds within 3 hours from the ticket creation. 
    • You can keep adding any additional comments regarding the issue you are facing and have ongoing conversations with the support team on the chat.
  • Resolved: These are your tickets which have been resolved. 
    • An open ticket can be marked resolved either by you or our CS team. 
    • In case you are not satisfied with the resolution provided by our support team, you can reopen the resolved ticket.
  • Closed: These are your tickets that have been closed. 
    • A ticket is automatically marked closed when the open ticket has been marked resolved and has not been reopened within 48 hours. 
    • Once the ticket is marked as Closed, you will not be able to reopen the ticket. If your issue is still not resolved, you can raise a new ticket.

• Search Ticket
  • You can search your support tickets by Request ID or LRN from the search bar on the top.
    

How to resolve a support ticket on Delhivery One?

Once your issue is resolved, you can mark the ticket as resolved.

Steps to resolve a ticket

• Navigate to the Left Menu > Support > Open> Select Request ID 
• If your issues have been resolved, click on Resolve Ticket. 
  
  

How to reopen a support ticket on Delhivery One?
In case you are not satisfied with the resolution provided by our support team, you can reopen the resolved ticket within 48hours
Steps to reopen a ticket

• Navigate to the Left Menu > Support > Open> Select Request ID 
• Adding your comment on the ticket to reopen the ticket. 

Important Notes

• You can reopen a resolved ticket only within 48 hours of being marked as resolved.
• Once reopened, your ticket will move back to the Open category, and the support team will assist further.