The Mayple Customer Support Dashboard helps you view and manage delivery issues and customer support tickets in one place. This guide walks you through how to navigate the portal step by step.
💡 What You Can Do in the Portal
💡 What You Can Do in the Portal
View any reported delivery issues
Respond with updated contact or address info
Track communication between carriers and support
Mark issues as resolved or take further action (e.g., RTO, claim)
Check the real-time status of any order
🔍 Navigating to the Issues Page
🔍 Navigating to the Issues Page
Each issue entry displays the following details:
Resolution status (Open, Resolved, etc.)
Replies (number of messages exchanged)
Created date
AWB (tracking number)
Carrier
Reference number
Destination country
Issue description
Last update and resolution date
Click View to open a specific issue, review its details, and take action.
🏢 What Brands Can Do in the Portal
🏢 What Brands Can Do in the Portal
In addition to monitoring delivery issues, brands can also report concerns or request actions directly from the portal. Here are the options available:
✅ Update Customer Address
Submit a corrected or complete address to ensure successful delivery.
✅ Where Is This Order?
Use this option to request a real-time status update when an order seems delayed or is not moving in the tracking system.
✅ Order Lost – Claim
If the shipment is confirmed lost, initiate a claim to process compensation or a replacement order.
✅ Order Damaged – Claim
Report any damage to items during transit and start a claim process for reimbursement or reshipment.
✅ Other Reason
Select this when the issue doesn’t fall under the above categories. Provide specific details in the comments for clarity.
🔔 What Happens When a Customer Is Notified?
🔔 What Happens When a Customer Is Notified?
Once a delivery issue is raised by the carrier, the recipient will receive an automated email from Mayple. This notification outlines the issue (e.g., missing address details, updated customer contact information, or request documentation from customs) and includes a secure link to respond.
Here’s what the customer can expect:
✅ Steps the Customer Needs to Follow:
Click the Link in the Email
The email contains a button or copy and paste the link provided that directs the recipient to the Mayple portal.
Sign In
After clicking the link, they will be prompted to sign in to the portal.
Authenticate Using Postal Code
To confirm their identity, the recipient must enter the same postal code used on the original shipping address.
Provide the Required Information
Once authenticated, they’ll see the issue details and can enter the needed information directly, such as updated contact details, an apartment number, or upload a customs document.
💡 Once submitted, the information is instantly shared with the carrier to help resolve the issue and resume delivery.
If the customer needs help during the process, they are encouraged to reply to the email or reach out to support@maypleglobal.com.
📦 Types of Issues You May Encounter
🚚 Delivery Issues
🚚 Delivery Issues
These typically require updated information or action from the customer:
Update Customer Address Required
The carrier or customs couldn’t deliver due to an incomplete or incorrect address.Update Customer Contact Info Required
The carrier is trying to reach the recipient, but the phone number might be unreachable or unresponsive.Request for Apartment Number
The apartment or unit number is missing and is needed for successful delivery.Request for Building Entry Code
A code is required for gated or restricted-access buildings.Customer Refused Delivery
The customer chose not to accept the package.Request to Collect from a Post Office or Service Location
This occurs when:The provided address is a P.O. Box
The customer requested a post office collection
Multiple delivery attempts were unsuccessful
📍 Example issue view:
Please advise the recipient to collect their order at the local post office listed in the issue.
📄 Missing Information or Documents
📄 Missing Information or Documents
These are usually requested by customs for clearance:
Request for Passport Copy
Customs requires identity verification.Request for Full Name
The provided name is incomplete or doesn't match the official ID.Request for Taxpayer ID
Required for shipments to certain countries (e.g., Mexico).
📘 Extra Customs Documentation
📘 Extra Customs Documentation
Power of Attorney (POA)
Required by some customs authorities for legal representation.Other
Any additional documents needed by customs, such as:Manufacturer declarations
Certificates of origin
❓ Other Reasons
If the issue doesn’t fall into any of the above categories, select Other Reason and provide a brief explanation.
💬 Need Help?
If you need further clarification or assistance resolving an issue, feel free to contact the Mayple Support Team. We’re here to help!