How do I report an order issue for my customers?

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You can report an order issue for your customer through the merchant portal or directly through the Report an issue form.

Report an order issue through the Route Portal

1. Log in to the Route Portal.

2. Click Orders.

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3. Search for the customer by Route Order Number, Store Order Number, Tracking Number, Customer Email, or Customer Name and click on it.

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4. On the panel on the right side, click Report an issue.

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4. A new tab will open with the issues form. In the respective fields, copy and paste the information listed under the customer's order (e.g. Order Number, Route Order ID).

Please provide any additional information:

  • tracking number if lost
  • photos if the item is damaged
  • a police report if stolen

5. After the issue is reported, you can check the status of the order issue at any time under Issues in the Route Portal.

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Use the Report an issue form

Report an issue for customers through our Report an issue form.

You'll need the customer's Route Order ID (given to them in an email post-purchase) and their email address. Please provide any additional information:

  • tracking number if lost
  • photos if the item is damaged
  • a police report if stolen