Complaints are a normal part of any business. However, sometimes the complaints received are not targeted correctly or do not match the appropriate category. Therefore, guidance is needed in selecting the issue category so it can be handled properly and effectively.
Here is a guide to choosing the issue category:
1. Select the complaint category
Choose 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/synchronized with the 3PL order status |
| Package Not Picked Up/Failed Pick-Up | Issues related to failed package pickup by 3PL | |
| Delivery Past Estimate (Over SLA) | Issues related to deliveries exceeding the estimated time | |
| Change of Address | Issues related to changes in delivery destination address | |
| Weight/Payment Discrepancy | Issues related to weight differences or discrepancies in shipping fee payments | |
| Order Stuck | Issues related to order status not moving for 3x24 hours | |
| Recipient Claims Not Receiving Package | Issues where the recipient/buyer claims not to have received the package although the package status is delivered | |
| 2. Cash On Delivery (COD) | COD Fund Disbursement | Issues related to COD fund disbursement |
| Order Status Not Delivered | 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. Returns | Recipient Claims Not Ordered | Return issues where the recipient claims not to have ordered |
| Recipient Not Home | Return issues where the recipient was not home | |
| Recipient Unreachable | Return issues where the recipient cannot be contacted | |
| Address Not Found | Return issues due to address not found | |
| Delivery Past Estimate (Over SLA) | Issues related to return deliveries exceeding the estimated time | |
| Sender Claims Not Receiving Return Package | Issues where the sender/seller claims not to have received the return package although the package status is returned | |
| 5. Lost/Damaged Package Claims | Lost Package | Issues related to package loss, either fully or partially |
| Damaged Package | Issues related to package damage, either fully or partially | |
| Delivery Past Estimate (Over SLA) | Issues related to same-day/next-day package deliveries exceeding the estimate and requesting shipping fee adjustment | |
| 6. Questions | Questions outside the scope of issue support topics | |
| 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 webhooks | |
| 8. Gudang.io Integration | Integration Issues | Issues during or after integration with gudang.io |
| 9. Shopify Integration Issues | Unable to Activate Plugin | Issues during Shopify plugin installation |
Unable to Import Regular Courier Orders | Issues creating AWB for regular/express couriers | |
Unable to Import Instant Courier Orders | Issues creating AWB for instant couriers | |
| 10. Woocommerce Integration Issues | Checkout Page Problems | Checkout page not functioning or having issues |
Unable to Create Receipt | Unable to Create AWB | |
Unable to Activate Plugin | Unable to Install Plugin |
2. Explain your issue
Clearly describe the issue you are experiencing. Provide details about the problem 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.