Once an order is handed over to the courier partner, its status is updated to On the way. This update typically occurs within 1–2 hours after the courier partner has picked up the order.
If the status remains unchanged even after 24 hours from handover, Eshopbox automatically highlights such orders as a Handover dispute.
To view such orders, you need to follow the below-given steps:
Step 1: From the header of your workspace, navigate to Orders > All orders.
Step 2: You will be redirected to the Orders page. Click on In transit > Handover disputes.
All the orders identified as a handover dispute will be visible.
Reporting handover disputes
To raise a handover dispute, you need to follow the below-given steps:
Step 1: Log in to your Eshopbox workspace.
Step 2: From the header, navigate to Help.
Step 3: Click on My Tickets.
Step 4: You will be redirected to the Tickets page. Click on Ask for Assistance.
Step 4: Select Shipping and Delivery> Report a handover dispute.
Step 5: Enter the following details
Order ID/ Tracking ID: The unique order ID or Tracking ID assigned to the order.
Upload images of proof of handover.
Note: You can skip this step if you have already uploaded the proof of handover on Eshopbox.
Description.
Step 6: Click on Submit.
A ticket will be created. You can track its status from the Tickets page. Eshopbox will connect with the respective courier and expedite the delivery.
The Eshopbox support team will reach out to you on the submitted ticket in case of an update.
Resolving a handover dispute
On receiving a handover dispute, Eshopbox will initiate the resolution process as follows:
Eshopbox will validate the proof of handover you provided and follow up with the courier for status updates.
If the courier has picked up the order, Eshopbox will ensure the status of the order is updated as On the way.
If the courier cannot locate the order, Eshopbox will mark it as Lost, and you will be eligible for a Credit Note as per the order form.
In this case, Eshopbox suggests that you create a new order for the customer and ship it out to ensure customer satisfaction. Learn how to create an order in Eshopbox.
If the proof of handover is incorrect or unavailable, Eshopbox will not investigate the dispute.