When an order runs into a problem during fulfillment or delivery, the swftbox team flags it in your Control Room so you can take action. Flagged orders are designed to keep you in the loop and prevent delays — they highlight issues that need your input before the order can move forward.
How flagging works
An order encounters an issue during processing or delivery.
The swftbox operations or support team flags the order with a specific reason.
You receive an email notification alerting you to the flagged order.
The order appears under the Flagged tab in your Control Room orders list.
You review the issue, take the required action, and the order continues.
Where to find flagged orders
Log in to your Control Room at controlroom.swftbox.com and go to Orders. Click the Flagged tab to see all orders that need your attention. You can also click the flag icon on any individual order to see the reason it was flagged.
Common flag reasons and what to do
Incorrect phone number — The customer's phone number is invalid or unreachable. Update the correct phone number on the order so the driver can contact the customer for delivery.
Customer refused — The customer refused to accept the delivery. Review the reason (item issue, changed mind, etc.) and decide whether to reattempt delivery or return the package.
Update payment type — There's a mismatch between the payment method on the order (e.g., COD vs. prepaid). Confirm or update the correct payment method so the driver knows whether to collect cash.
Missing documents or items — The order requires an invoice, delivery note, or additional items before it can be dispatched. Attach the necessary files or confirm the items to proceed.
Wrong SKU number — The SKU or barcode on the physical item doesn't match what's listed in your Control Room inventory. Check the exact SKU spelling on your inventory page, update it on your website (Shopify, WooCommerce, etc.) to match, and if needed, edit the order items using the three-dot menu → Edit Items.
SLA and return timelines for flagged orders
Flagged orders have a limited window for resolution. If you don't respond in time, the package will be returned to its origin.
Domestic orders (UAE) — the order stays flagged for 3 days. After that, it's automatically marked as Return to Origin (RTO).
International orders — the order stays flagged for 5–7 business days before being returned.
Responding quickly to flagged orders helps you avoid unnecessary returns and keeps your customers happy.
Good to know
You can update the email address that receives flag notifications by going to Configurations → Automated Emails in your Control Room.
If you're unsure how to resolve a specific flag, contact your swftbox account manager or reach out to our customer support team for help.
Flagged orders don't count against your delivery success rate until they're resolved — so acting fast protects your performance metrics too.