⚠️ The customer didn't receive the order
If the order has been marked as successfully delivered but the customer didn't receive the order please submit a ticket to Orkestro Customer Support. The support team will request a refund from the courier responsible.
If the order needs to be rebooked please repeat the booking. More on this "How do I rebook an order?".
⚠️ Customer reported that some items are missing
Please rebook and attempt to redeliver the missing items. More on how to rebook an order with missing items "How do I rebook an order with a missing item?"
⚠️ Customer reported that some items are damaged
Please submit a ticket to Orkestro Customer Support and include images of the damaged items. The support team will request a refund from the courier responsible. Worth noting that please make sure that proper packaging was provided and the correct vehicle was requested for fragile items.
If the order needs to be rebooked please repeat the booking. More on this "How do I rebook an order?"
⚠️ The driver delivered a wrong order to the customer
Due to safety reasons, the driver will not pick up the wrong order from the recipient in an attempt to redeliver it. If the order needs to be rebooked please repeat the booking. More on this "How do I rebook an order?"
You may also request a refund from the courier by submitting a ticket to Orkestro Customer Support: New Ticket.
- About Orkestro
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Navigating the Orkestro Platform
- Managing your stores
- Managing your users
- Managing your fleets
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Manage your dispatching
- Apply connected fleets settings to multiple stores or merchants
- Apply dispatching settings to multiple stores or merchants
- Set up dispatching rules for your orders
- Set up distance and basket value thresholds
- Disable or remove specific vehicles or fleet services from your dispatching rules
- Prioritise your fleets through autodispatching
- Change your priority fleet
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Managing your orders
- Create orders on the Orkestro platform
- Edit or change your order details
- Recreate an order
- Cancel an order or booking
- Track your order
- Chat with a fleet or delivery partner
- Import orders into the Orkestro Platform through CSV
- Create a multidrop
- Search for an existing order
- Request for a Quote for an Order
- Orkestro Platform Guide
- Export your orders from the Orkestro platform
- Tracking URL
- Personalizing your orders
- Managing your tickets
- Managing your Orkestro account
- Billing
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Live Operations / Customer Service
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Dealing with Fleets
- Why is the tracking not working?
- How do I raise a refund request?
- Fleet is not responding to the chat?
- What is an SLA?
- I need thermal bags for my deliveries?
- Where can I find the proof of delivery (POD)?
- Why is taking a long time for a driver to be assigned?
- ID Verification for 18+ Product Deliveries
- Dealing with Orkestro
- Dealing with Drivers
- Troubleshoot
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Dealing with Fleets
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Integrations
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E-commerce integrations
- How do I get set up with one of Orkestro’s integrated e-commerce partners?
- How do I set up a bespoke integration with Orkestro?
- How do I refer my e-commerce partner to integrate with Orkestro?
- What types of integrations are possible with Orkestro?
- How do I request sandbox access?
- Recommended criteria for QA testing
- How do I test the callbacks in the Sandbox environment?
- Which endpoint should I point my calls to?
- Does the Orkestro API return quotes?
- How do you geocode an address?
- I’ve built the integration. How do I go into production?
- How to switch on the Zapiet integration
- Best practices to set up Zapiet connected to Orkestro
- How do I set up the integration with WooCommerce?
- Fleet integrations
- Best practices
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E-commerce integrations