B2B Support Tickets

Overview

You can raise and track all your support tickets on Delhivery One. You get access to a dedicated customer support team with a 3 hour response TAT right at your disposal and get quick resolutions to your queries.

In this section

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

How to raise a support ticket on Delhivery One?

Steps to raise a support ticket:

• Navigate - Main Menu > Support > Raise Issue
• After clicking "Raise Issue", a pop up will appear on the screen, select your issue category and subcategory and enter the additional information asked in the form like the LRN number(s) or Pickup ID.
• You can manually enter a maximum of 10 LRN numbers or bulk upload a .csv or .xls file with maximum 500 LRN numbers to take wider and quicker action.
• Enter the description of your issue/query and attach any relevant media attachments for a more accurate resolution.
• After entering the details, click on “Raise this issue”

How to track support tickets on Delhivery One?

Support tickets are placed under three tabs on the support section of the Delhivery One dashboard.

Open: These are the newly created tickets with a ticket ID as an identifier. The Delhivery customer support team responds within 3 hours of an issue raised. You can add comments to your open tickets. Comments are ongoing conversations with the support team that help you better describe the issue.

Resolved: These are the tickets which have been resolved by our CS team. You can reopen these tickets if you are not satisfied with the resolution by adding a comment. You can mark an open ticket as resolved. Navigate - Main Menu > Support > Open> Select Request ID > Resolve Ticket. Once the ticket is marked as Resolved, you will have 48hrs of time to reopen the ticket.

Closed: These are tickets that have been resolved and have not been reopened for more than 48 hours. Once the ticket is marked as Closed, you will not be able to reopen the ticket. If your issue is not resolved, you can raise a new ticket.