There can be certain instances when the order processing or order delivery might get delayed, such as
Riots/ strikes
Public holiday
Festival
Natural calamities
Eshopbox creates an incident for such scenarios and notifies you, as well as your customers, of the orders affected by any incident over mail. You can manage this notification from your workspace. You can also enable the customer notification for the created incidents from your customer portal.
You can view all the incidents on your Eshopbox workspace and keep track of orders affected by them. Depending on the impact of an incident on any order, you can take the necessary action.
In this article, you will learn.
Viewing an incident
To view an incident, you need to follow the below givens steps:
Step 1: Log in to your Eshopbox workspace.
Step 2: From the header, navigate to Settings.
Step 3: You will be redirected to the Settings page. Click on Incidents.
Step 4: You will be redirected to the Incidents page. You can view all the incidents that might affect order fulfilment here.
An incident can be in either of the three stages, i.e. Ongoing, Upcoming or Closed.
Tracking an order affected by an incident
When an incident is reported by Eshopbox, the orders affected by this incident will be tagged on the workspace. You can track such orders by using the Advanced filters.
To do so, you need to follow the below-given steps:
Step 1: From the header, navigate to Orders > All Orders.
Step 2: Click on More Filters.
Step 3: Apply the Where condition as Impacted due to an incident, and select the incident from the dropdown.
Step 4: Click on Apply filters. All the orders impacted by the selected incident will appear.
You can view the incident details by navigating to the Activities tab.
FAQ
What action needs to be taken for an incident?
Whenever an incident is reported by Eshopbox, a notification is sent to you as well as the customer. You can check for the orders which are affected by this incident on your workspace.
There can be instances when an order might get delayed, and the customer inquires about the same. In this case, you can check on your workspace if the given order is impacted by any incident or not.
If the order is impacted by any incident, then you can inform your customer of the same, sharing the reason for the delay.
If the order is not impacted by any incident, then you can check the EDD of the order. In case the EDD is breached, you can raise it to Eshopbox for a delay in delivery. Learn here how to escalate delay in delivery.