Complaints are a natural occurrence in any business. However, sometimes the complaints received are misdirected or do not match the appropriate category. Therefore, guidance is needed in selecting the issue category so that it can be handled accurately and effectively.
Below is a guide to choosing the issue category:
1. Choose the complaint category
Select the complaint category that matches your type of need.
| Issue Category 1 | Issue Category 2 | Definition |
|---|---|---|
| 1. Pickup/Delivery | Order Status Not Updated | Issues related to order status not matching/syncing with the order status on 3PL |
| Package Not Picked Up/Failed Pick-Up | Issues related to failure of package pickup by 3PL | |
| Delivery Beyond Estimate (Over SLA) | Issues related to deliveries that exceed the estimated time | |
| Change of Address | Issues related to changes in the delivery destination address | |
| Weight/Payment Discrepancy | Issues related to differences in weight or discrepancies in shipping fee payments | |
| Order Stuck | Issues related to order status not moving within 3x24 hours | |
| Does Not Recall Receiving Package | Issues where the recipient/buyer does not recall receiving the package although the package status is marked delivered | |
| 2. Cash On Delivery (COD) | COD Fund Disbursement | Issues related to COD fund disbursement |
| Order Status Not Delivered Yet | Package has been received but status is not marked as delivered | |
| 3. Dashboard | Dewa Points | Issues related to topping up Dewa Points |
| Dashboard Error | Issues related to errors on the dashboard | |
| 4. Return | Recipient Does Not Recall Ordering | Return issues with the reason that the recipient does not recall ordering |
| Recipient Not Available | Return issues with the reason that the recipient was not available | |
| Recipient Cannot Be Contacted | Return issues with the reason that the recipient cannot be contacted | |
| Address Not Found | Return issues with the reason that the address was not found | |
| Delivery Beyond Estimate (Over SLA) | Issues related to return deliveries that exceed the estimated time | |
| Does Not Recall Receiving Package | Issues where the sender/seller does not recall receiving the return package although the package status is marked returned | |
| 5. Lost/Damaged Package Claims | Lost Package | Issues related to lost packages, either entirely or partially |
| Damaged Package | Issues related to damaged packages, either entirely or partially | |
| Delivery Beyond Estimate (Over SLA) | Issues related to same-day/next-day package deliveries that exceed the estimate and want to request shipping fee adjustment | |
| 6. Questions | Submission of questions outside the scope of issue assistance | |
| 7. API Integration | API Rates Not Working | Issues related to checking shipping costs via API |
API Tracking Not Working | Issues related to checking package status via API | |
API Orders Not Working | Issues related to creating AWB via API | |
Webhook Not Working | Issues when using webhook | |
| 8. Gudang.io Integration | Integration Issues | Issues during or after integration with gudang.io |
| 9. Shopify Integration Issues | Cannot Activate Plugin | Issues during Shopify plugin installation |
Cannot Import Regular Courier Orders | Issues when creating AWB on regular/express courier | |
Cannot Import Instant Courier Orders | Issues when creating AWB on instant courier | |
| 10. Woocommerce Integration Issues | Checkout Page Problems | Checkout page not functioning or having issues |
Cannot Create Receipt | Cannot create AWB | |
Cannot Activate Plugin | Cannot install plugin |
2. Explain your issue
Clearly describe the problem you are experiencing. Provide details about the issue and how it affects you as a customer.
3. Include relevant evidence, such as photos if necessary.
By following this guide, it is expected that incoming complaints can be handled quickly and effectively according to the appropriate category.