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      Cross Border Support Tickets
      • 21 Aug 2023
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      Contents

      Cross Border Support Tickets

      • Updated on 21 Aug 2023
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      Article summary

      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

      1. Creating Cross Border support tickets

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

      image.png

      • 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

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

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

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

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      2.b Resolved Tickets

      Steps to resolve tickets

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

      image.png

      Note
      • When an open ticket is marked as resolved the ticket goes to the Resolved bucket
      • You can re-open a resolved ticket within 48 hours, post which the ticket is Closed.

      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

      CategorySub Category
      Pickup relatedPickup pending
      Pickup relatedReschedule pickup
      Pickup relatedAWB scanning Issue
      Delivery relatedStop Delivery and Abandon/Destroy
      Delivery relatedNot Uplifted from India
      Delivery relatedCancel order
      Delivery relatedSelf collect
      Delivery relatedDomestic movement delayed
      Delivery relatedHold shipment for specific time period
      Delivery relatedUrgent Delivery Required
      DocumentsUpdate Customs Clearance documents
      DocumentsUpdate EWB
      DocumentsUpdate exports documents
      Shipment relatedPay Duties & Taxes
      Shipment relatedUpdate consignee details
      FinancesBilling / invoice issue
      FinancesCredit note not received
      Weight Disputes-
      Feedback-

      3.b Cross Border Service - Other Issues

      CategorySub Category
      Tech SupportRequest Delhivery One training
      Tech SupportUnable to manifest shipment/ create order
      Tech SupportOnboarding related issues
      My issue is not listed-
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