If something goes wrong with an order before, during, or after a delivery, you can report it in the Chowdeck Business app so our support team can step in and help. This article shows you how to report an order issue, how to respond to a customer's refund claim, and how to reach support quickly.
What can I report?
You can report any problem with an order, for example:
An item is out of stock
A price difference on an item
Extra packaging is needed
The order is delayed
A problem with the rider, such as a different rider collecting the order
How do I report an issue on an order?
Open the Chowdeck Business app and tap Orders.
Tap the order the issue is about.
Scroll down and tap Report issue.
Choose the type of issue that fits best, and give the details: what happened, which items are involved, and anything you've already done to sort it out.
Review what you've entered, then submit your report.
Our support team will respond to your report. To help us resolve it faster:
Report the issue as soon as it happens.
Choose the category that matches the problem, so it reaches the right team.
For an unavailable item, name the item. For a price difference, give the old price and the new price.
If you think a different rider collected the order, include the rider's name and phone number.
How do I follow up on an issue I've reported?
You can track your reports in two places:
Open the app and tap the chat icon at the top right of the Home screen. This takes you to the Support page.
Tap Order issues.
You’ll see the issues reported on your orders, listed as ongoing and resolved, so you can keep track of each one until it’s resolved.
You can also open the order and look for Reported issues. Tap View chat to continue the conversation with our team.
How do I respond to a refund claim from a customer?
When a customer claims a refund on one of your orders, for example because an item was missing, you can review it in the app:
Tap Support, then Refund claims.
Open the claim and review the details.
Accept the refund claim if you agree with it, or dispute it if you don't, and tell us why.
Check your Refund claims regularly so you can respond to new claims quickly.
What can I do during a delivery?
Call the rider. Open the order and tap Call Rider in the Rider details section.
Report a problem. If the rider hasn't arrived, or something else goes wrong, tap Report issue on the order.
Message support. Tap the chat icon at the top right of the app, or tap Message support on the Support page.