Case and Query Management
If you have any query of any sort, please raise a ticket within the support portal or email[email protected]
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 |
Was this article helpful?
That’s Great!
Thank you for your feedback
Sorry! We couldn't be helpful
Thank you for your feedback
Feedback sent
We appreciate your effort and will try to fix the article