Customer Service Tickets

Orkestro Support

Modified on: Fri, 23 Jul, 2021 at 8:08 AM

Contacting Support
- Live Chat
- Dashboard Chat
- Tickets
  - What is a customer support ticket?
    - A customer support ticket is an electronic record that is made and updated when a request or query is submitted to Orkestro. A ticket is assigned a unique number for tracking purposes.
  - How can I raise a customer support ticket?
    - A ticket can be submitted by:
      - On the Orkestro Dashboard: Click [Support] at the top of the order and then click [Submit a ticket].
      - Clicking on this link. After which you should be redirected to the form.
  - Why do I need to raise a customer support ticket?
    - So we can have a record/log of any issues you experience with courier partners
    - We discuss issues with courier partners to improve service levels
  - When can I raise a customer support ticket?
    - If you think the courier partner breached service level of agreements (SLAs)
    - if an order was damaged in transit
    - if the driver behave poorly
    - if the order was picked up but never delivered
    - if the order was delivered to the wrong address
    - if a duplicate driver shows up at the pick up location
    - if the vehicle cargo sent was not suitable for the order
    - if you are experiencing any issues with the Orkestro dashboard functionalities
  - How do I track my queries?
    - https://help.orkestro.com/support/signup
    - You can create an Orkestro customer support portal so you can log in and raise a ticket. You can also check the status of all your on going tickets.
    - When you submit a ticket to Orkestro, you will receive a unique ticket reference number.
  - You can log in on your account on Orkestro and check the status of your inquiry.
- How do you solve queries?
  - Refund requests are investigated based on available record on our platform and then forwarded to the courier partner involved.
  - Once an investigation on the courier side is done and an approval has been given, Orkestro support team members forward the refunds to our finance team for processing.
- How soon can I get a response on my ticket?
  - We aim to respond to new tickets within 24-48 hours.
- How long do I have from the date of incident to file for a refund?
  - All refund requests MUST be raised by the merchant within 48 hours of the incident.
- Can I contact the fleet directly for a refund?
  - No. Any issue, refund request or inquiry must be raised to Orkestro, who will then flag this to the courier involved.
- How long does a refund/investigation process take?
  - We aim to resolve all tickets within 7 to 14 working days.
- What evidences do I need to file for a refund?
  - For any refund request we require a proof of basket value (receipt). A photographic evidence will also be helpful in our investigation.
- How do I receive my refund?
  - If Direct Billing - refund comes from courier partner directly
  - If not on Direct Billing - refund issued to Orkestro and then Orkestro issues refund to merchant