Case and Query Management

Created by Vernon Yerkess, Modified on Wed, 28 Feb 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 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