The document discusses how to raise a support ticket and check its status on the seller support tab. It outlines the steps to raise a ticket for different order issues, such as pickup issues. It also explains how to check the ticket history by entering the ticket ID and see the status. Details on how to reply to an existing ticket, re-open a solved ticket, and understand the different ticket resolution statuses are provided.
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SCD - Raise a support ticket and check its status
1. Raise a support ticket & check its status
In this module, we will discuss :-
1. How to raise a ticket using the Support Tab?
2. How can you check ticket history?
2. How to raise a ticket from the Support Tab?
Here we have taken an example of the Orders. To raise a ticket for orders, follow these steps -
Click on the Seller Support tab
3. How to raise a ticket from the Support Tab?
Click on the Deal Orders tab
4. How to raise a ticket from the Support Tab?
Click on the Order processing and handover tab
5. How to raise a ticket from the Support Tab?
These are the sub-categories of the Orders you can raise a ticket for, according to your
query
6. How to raise a ticket from the Support Tab?
If you want to raise a ticket for pick
issues then click on Pickup Issues
Click on Pickup not done on time
7. How to raise a ticket from the Support Tab?
Read the given instructions Fill the required details and submit the ticket
Note down the ticket number for your reference
8. How to check ticket history?
To check the status of the ticket, follow these steps -
Click on the Seller Support tab
9. How to check ticket history?
Click on Check Ticket history
10. How to check ticket history?
Enter the Ticket ID and click on the search icon Here, you can check the status of the ticket
11. How to check ticket history?
Click on the Ticket number to check more details
12. How to check ticket history?
You can check the details related to the status of the ticket -
13. Reply to/Add details to existing ticket
If you are asked to provide more details on the issue or want to follow up/add more details, you can share the same here -
Upload the relevant attachment and
click on Submit
Enter your response
14. Re-opening a solved ticket
If the ticket is marked as ‘solved’ and you are not satisfied with the resolution, you can re-open the ticket by following these
steps -
Upload the relevant attachment and click on
Reply and open ticketEnter your response
15. Understanding various ticket resolution statuses
There are four types of statuses -
In progress
Pending with you
Solved
Disposition
We have received your query and we are working on it
The ticket is pending as we require a few more documents/details from your end in order to resolve
your query
The resolution of the ticket has been provided to you
The tickets will be on disposition in case you had requested a call. However, due to some reason the
same could not be connected
