Case and Query Management

Created by Vernon Yerkess, Modified on Wed, 28 Feb 2024 at 11:15 AM by Ben Yerkess

Case and Query Management

If you have any query of any sort, please raise a ticket within the support portal or


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



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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