Parcel tickets

Use a parcel ticket when you need an investigation and the issue is not a formal claim. Tickets and claims are separate lists.

Review existing tickets

The ticket list can show ticket number, subject, category, priority, status and last update.

You can filter, export the filtered list, open a conversation or create a ticket.

Create a ticket

1. Open Parcel tickets
   From the Parcels workspace, open Tickets and start a new ticket.
2. Look up the order
   Enter the complete order number. The portal will not continue if the order is unknown.
3. Select one or more barcodes
   Choose the track-and-trace numbers that belong to the issue. You must select at least one.
4. Choose the issue type
   Select a category and then a subcategory. Changing the category clears an incompatible subcategory.
5. Describe the issue
   Write what you expected, what the portal shows and when it happened.
6. Attach files if needed
   Each file can be up to 50 MB.
7. Submit once
   The portal builds the subject from the order number, selected barcodes and category.

If every barcode on the order already has a ticket, the form is blocked. Open the existing ticket instead.

Some administrator accounts can choose a company context before they submit. Other users submit in their own company.

Follow the conversation

Open the ticket from the list. The conversation shows the history, comments, attachments and the linked shipment when it is available.

Reply in that conversation. Do not open a second ticket for the same barcodes.

See Follow up on a ticket and Information Support needs.