--- title: "B2B Support Tickets" slug: "b2b-support-tickets" updated: 2026-07-10T12:54:31Z published: 2026-07-10T12:54:31Z canonical: "help.delhivery.com/b2b-support-tickets" --- > ## Documentation Index > Fetch the complete documentation index at: https://help.delhivery.com/llms.txt > Use this file to discover all available pages before exploring further. # 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?](/home/docs/b2b-support-tickets#how-to-raise-a-support-ticket-on-delhivery-one) - [How to track support tickets on Delhivery One?](/home/docs/b2b-support-tickets#how-to-track-support-tickets-on-delhivery-one) - [How to resolve a support ticket on Delhivery One?](/home/docs/b2b-support-tickets#how-to-resolve-a-support-ticket-on-delhivery-one) - [How to reopen a support ticket on Delhivery One?](/home/docs/b2b-support-tickets#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 an Issue", 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. ![](https://cdn.document360.io/99cfd8a0-cd1b-4550-bd86-3e4e610f163b/Images/Documentation/image-1756448032024.png) - **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. ![](https://cdn.document360.io/99cfd8a0-cd1b-4550-bd86-3e4e610f163b/Images/Documentation/Screenshot 2026-07-10 165851.png) - **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. ![](https://cdn.document360.io/99cfd8a0-cd1b-4550-bd86-3e4e610f163b/Images/Documentation/Screenshot 2026-07-10 165918.png) - **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. ![](https://cdn.document360.io/99cfd8a0-cd1b-4550-bd86-3e4e610f163b/Images/Documentation/Screenshot 2026-07-10 181900.png) ### ### 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.** ![](https://cdn.document360.io/99cfd8a0-cd1b-4550-bd86-3e4e610f163b/Images/Documentation/Screenshot 2026-07-10 181118.png) ### 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**. ![](https://cdn.document360.io/99cfd8a0-cd1b-4550-bd86-3e4e610f163b/Images/Documentation/Screenshot 2026-07-10 181531.png) ### **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. ![](https://cdn.document360.io/99cfd8a0-cd1b-4550-bd86-3e4e610f163b/Images/Documentation/Screenshot 2026-07-10 181633.png)