Cross Border Support Tickets

Overview

Delhivery One platform has an easy process to raise tickets, where you can get fast responses for your operational issues as well as product or billing issues.

In this article, you will learn about

• Creating Cross Border support tickets
• Actionable tickets & statuses
• Support ticket categories

1. Creating Cross Border support tickets

• Navigate - Main Menu > Support > Raise Issue
  

• Or Navigate - Main Menu > Orders > International Orders > Select required order(s) > Click Escalate. You can select orders that at any stage.

• You can select the category and sub-category of your issue and enter the AWB number(s).
• Please make sure you enter a valid AWB Number that belongs to your account
• You can enter a maximum of 10 AWB numbers in the form or upload a CSV file with a maximum of 200 AWB numbers in a single request

2. Actionable tickets & statuses

Support tickets are placed in three buckets

• Open
• Closed
• Resolved

2.a Open Tickets

Steps to create an open ticket

1. Navigate - Main Menu > Support > Raise Ticket
2. Select the required Category / Sub category

3. As per the selected category, submit the required information like Order ID / AWB number etc. Click Done

4. An open ticket gets created with a ticket ID & associated orders. You can converse with the support team from this window

5. The Delhivery support team responses within 2 hours of an issue raised. You can mark the ticket as resolved once the issue is fixed.

2.b Resolved Tickets

Steps to resolve tickets

1. Navigate - Main Menu > Support > Open
2. Select Request ID > Resolve Ticket

3. Categories/ sub-categories for support tickets

Learn about the various categories of support related issues handled by Delhivery team.

3.a Cross Border Service - Shipment Issues

3.b Cross Border Service - Other Issues