Quick answer
Use Orders > Delivery Issues when a shopper reports a delivery problem. Start with the Dashboard, narrow the issue with filters or search, and collect evidence before marking anything resolved.
Common use cases
Merchant support: Investigate shopper reports about delayed, missing, damaged, or otherwise problematic deliveries.
Admin: Review issue categories and causes across a warehouse or merchant.
Operations lead: Use analytics for patterns instead of one-off case handling.
When to use this
A shopper reports that a delivery has a problem.
Support needs to categorize or investigate a delivery issue.
Operations wants to review delivery issue patterns.
Before you start
Confirm the shopper report belongs to the correct merchant and order.
Keep customer names, addresses, tracking details, and private messages masked in screenshots.
Do not select Resolve or Unresolve unless your team has confirmed what the action changes.
Steps
Open Orders, then choose Delivery Issues.
Use Dashboard for active issue review.
Use the warehouse, merchant, problem category, and problem cause filters to narrow the queue.
Use quick search by order ID, merchant, delivery date, or shipped-on date.
Review the issue details alongside the shopper report and shipment/tracking context.
Use Analytics for pattern review, not individual case resolution.
If the issue cannot be explained from the visible record, contact support with the evidence below.
Screenshots
Steps 1-4: Open Delivery Issues, use the Dashboard tab, then narrow the issue by filters or search.
What good looks like
Support can identify the affected order, issue category, likely cause if visible, shopper-reported problem, and the evidence needed for the next owner.
Common issues and next actions
If this happens | What to do next |
The issue category or cause is unclear. | Do not guess. Use the closest visible information and include the shopper report when contacting support. |
The issue appears to affect many orders. | Use Analytics for pattern review and send support the merchant, warehouse, date range, and examples. |
You are unsure whether to resolve the issue. | Pause before selecting Resolve or Unresolve until your team confirms the operational effect. |
Contact us when
Contact support when the delivery issue cannot be explained from the visible record, affects multiple orders, may require carrier follow-up, or needs a resolution action you are not authorized to take.
Send us this information
Order ID.
Merchant or workspace name.
Delivery date or shipped-on date.
Problem category and cause, if visible.
What the shopper reported.
Shipment or tracking context, if available.
Screenshot with private data masked.