Case and Query Management
If you have any query of any sort, please raise a ticket within the support portal or emailsupport@lamafulfilment.com
On receipt, our support ticketing system will email you a ticket number of which you can monitor the progress via the support ticketing portal.
Our standard SLA for query and case handling is detailed in the following table :-
Case / Query | Notes | SLA |
Order Cancellations | Any order that is not assigned in a pickwave or despatched can be cancelled on the portal | Client process via portal |
Order Cancellations | Orders assigned to a pick but not packed | 1 working hour to remove from pickwave |
Order Cancellations | Orders already picked and packed, but not physically despatched | 2 working hours, to locate package and cancel |
Order Cancellations | Orders picked, packed and collected by courier | Client responsible to discuss with end customer |
Inventory incorrect on channel | Inventory showing x in the portal but y on the relevant channel | 2 working hours to identify and up to 8 hours to resolve |
Mapping listings | Client created new listing on channel / SKU not created in platform | 8 working hours to create SKU 2 working hours to map listing to SKU (qty dependent) |
New shipping method | Client created new shipping method on channel | 8 working hours to map new shipping method to actual outbound courier |
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