[{"data":1,"prerenderedAt":-1},["ShallowReactive",2],{"help-site-en":3,"help-alternates":181,"help-article-en-order-issues":194},{"siteName":4,"titleSuffix":5,"gtmId":6,"cookieConsent":7,"contactEmail":8,"searchPlaceholder":9,"nav":10,"footerColumns":24,"socialHeading":93,"social":94,"footerLogoUrl":111,"labels":112,"baseUrl":180},"Help Center","| Foxdeli Help Center","GTM-K7426S6",false,"info@foxdeli.com","Search the Help Center (e.g. DPD, workflow…)",[11,15,18,21],{"label":12,"url":13,"newTab":7,"hidden":7,"mobileOnly":14},"Categories","\u002F",true,{"label":16,"url":17,"newTab":7,"hidden":7,"mobileOnly":7},"What’s new","\u002Fchangelog",{"label":19,"url":20,"newTab":14,"hidden":7,"mobileOnly":7},"Developer portal","https:\u002F\u002Fapi.foxdeli.com\u002F",{"label":22,"url":23,"newTab":14,"hidden":7,"mobileOnly":7},"Foxdeli.com","https:\u002F\u002Fwww.foxdeli.com\u002F",[25,43,55,70,81],{"heading":26,"links":27},"Our 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Try adding another word to narrow down your search.","Try a shorter or more general term, or browse the topics below.","Type what you need help with in the box above, or browse the topics below.","Main navigation","Menu","Breadcrumbs","Tags","Search results","Language","This page has not been translated into English yet, so it is shown in Czech.","May we add a cookie to your parcel?","If you choose “Yes”, we load Google Tag Manager and, with it, Google Analytics and Foxdeli’s marketing tools, which use cookies. 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Order Issues are available in all plans, including Basic.\u003C\u002Fp>\u003Cp>An order ends up here for one of three reasons:\u003C\u002Fp>\u003Cul>\u003Cli>\u003Cstrong>Shipment issue\u003C\u002Fstrong> – the carrier reports a complication with the delivery. For example “Not picked 3 days”, “Last day for pickup”, “Not picked up”, “Not reached”, “Incorrect address”, “Disposition change”, “Rejected takeover”, “Delivery delayed”, “Returning” or “Damaged”.\u003C\u002Fli>\u003Cli>\u003Cstrong>Order alert\u003C\u002Fstrong> – an e-mail or SMS did not reach the customer, or the order is missing a contact or has an incorrect one. The article \u003Ca href=\"\u002Fen\u002Farticle\u002Fundelivered-message-alerts\">Undelivered message alerts\u003C\u002Fa> describes them in detail.\u003C\u002Fli>\u003Cli>\u003Cstrong>Technical issue\u003C\u002Fstrong> – Foxdeli cannot track the shipment, for example because the carrier is not connected or the tracking number is wrong. These orders are on a separate “Technical” tab.\u003C\u002Fli>\u003C\u002Ful>\u003C\u002Fdiv>\u003Cdiv id=\"where-to-find-order-issues\">\u003Ch2>Where to find Order Issues\u003C\u002Fh2>\u003Cp>In the main menu, click the exclamation mark icon “Order Issues”, or go straight to \u003Ca href=\"https:\u002F\u002Fmy.foxdeli.com\u002Fen\u002Fproblematic-orders\">https:\u002F\u002Fmy.foxdeli.com\u002Fen\u002Fproblematic-orders\u003C\u002Fa>. When you have an order with an issue, a red dot lights up on the icon. You can also see the latest order issues on the Dashboard in the “Latest issues” block. Its “More” button takes you to the full list.\u003C\u002Fp>\u003Cfigure class=\"w-richtext-align-center w-richtext-figure-type-image\">\u003Cdiv>\u003Cimg width=\"659\" height=\"374\" alt=\"Order Issues icon in the main menu and the Issues, Snoozed and Technical tabs\" src=\"\u002Fmedia\u002Farticles\u002Fproblemove-objednavky\u002Ffile-6fpu1yoazg.png\" loading=\"lazy\">\u003C\u002Fdiv>\u003Cfigcaption>Order Issues in the main menu and its tabs.\u003C\u002Ffigcaption>\u003C\u002Ffigure>\u003Cp>The page has three tabs:\u003C\u002Fp>\u003Cul>\u003Cli>\u003Cstrong>“Issues”\u003C\u002Fstrong> – orders with an issue that you have not snoozed.\u003C\u002Fli>\u003Cli>\u003Cstrong>“Snoozed”\u003C\u002Fstrong> – orders you have snoozed for later.\u003C\u002Fli>\u003Cli>\u003Cstrong>“Technical”\u003C\u002Fstrong> – orders whose shipments Foxdeli cannot track.\u003C\u002Fli>\u003C\u002Ful>\u003C\u002Fdiv>\u003Cdiv id=\"order-list\">\u003Ch2>Order list\u003C\u002Fh2>\u003Cp>Orders are sorted by creation date, newest first. For each one, you see the order number, carrier, customer, destination country, value, rating and status.\u003C\u002Fp>\u003Cul>\u003Cli>A shipment issue appears in the “Status” column as a red label, for example “Returning”.\u003C\u002Fli>\u003Cli>You can recognize an order alert by the red dot next to the status. When you hover over it, you see the “Alert” window with a short description of each issue.\u003C\u002Fli>\u003C\u002Ful>\u003Cp>To find a specific order, use the “Search for order...” field.\u003C\u002Fp>\u003C\u002Fdiv>\u003Cdiv id=\"filters\">\u003Ch2>Filters\u003C\u002Fh2>\u003Cul>\u003Cli>\u003Cstrong>“All issues”\u003C\u002Fstrong> – select one or more issues. Shipment issues are in the “Shipment” group, order alerts in the “Order” group. If you select nothing, you see all orders with issues.\u003C\u002Fli>\u003Cli>\u003Cstrong>“All carriers”\u003C\u002Fstrong> – only shipments of the selected carrier.\u003C\u002Fli>\u003Cli>\u003Cstrong>“All countries”\u003C\u002Fstrong> – only orders delivered to the selected country.\u003C\u002Fli>\u003C\u002Ful>\u003Cp>You will find all filters under the “All filters” button, which opens the “Filters” panel. The button shows how many filters you have turned on. On a wider screen, the issue filter, and possibly the carrier filter too, is right in the list header. The country filter is only in the panel.\u003C\u002Fp>\u003Cfigure class=\"w-richtext-align-center w-richtext-figure-type-image\">\u003Cdiv>\u003Cimg width=\"360\" height=\"280\" alt=\"Expanded issue filter with the Rejected for delivery issue checked\" src=\"\u002Fmedia\u002Farticles\u002Fproblemove-objednavky\u002Ffile-yvf0ixa27a.png\" loading=\"lazy\">\u003C\u002Fdiv>\u003Cfigcaption>In the issue filter, you can select one or more issues.\u003C\u002Ffigcaption>\u003C\u002Ffigure>\u003C\u002Fdiv>\u003Cdiv id=\"order-detail\">\u003Ch2>Order detail\u003C\u002Fh2>\u003Cp>Click an order to open its detail:\u003C\u002Fp>\u003Cul>\u003Cli>\u003Cstrong>At the top\u003C\u002Fstrong>, there is a box for each issue. For a shipment issue, you see what happened. For an order alert, you also see “What you can do:” and buttons. For a technical issue, a button that takes you to the fix.\u003C\u002Fli>\u003Cli>\u003Cstrong>The customer card\u003C\u002Fstrong> shows the customer's e-mail and phone number, so you can contact them right away. A warning icon next to a contact means that an alert concerns it.\u003C\u002Fli>\u003Cli>\u003Cstrong>The shipment timeline\u003C\u002Fstrong> shows the statuses from the carrier as well as the e-mails and SMS sent, and whether they reached the customer. More in the article \u003Ca href=\"\u002Fen\u002Farticle\u002Forder-timeline-emails-and-sms\">E-mails and SMS in the order timeline\u003C\u002Fa>.\u003C\u002Fli>\u003C\u002Ful>\u003Cfigure class=\"w-richtext-align-fullwidth w-richtext-figure-type-image\">\u003Cdiv>\u003Cimg width=\"1482\" height=\"753\" alt=\"Detail of an order with an issue, showing the Not picked up box, the Snooze button and the customer's contacts\" src=\"\u002Fmedia\u002Farticles\u002Fproblemove-objednavky\u002Ffile-yk3e2yamad.png\" loading=\"lazy\">\u003C\u002Fdiv>\u003Cfigcaption>Order detail: the issue description, the “Snooze” button and the customer's contacts.\u003C\u002Ffigcaption>\u003C\u002Ffigure>\u003C\u002Fdiv>\u003Cdiv id=\"snoozing-an-order\">\u003Ch2>Snoozing an order\u003C\u002Fh2>\u003Cp>If you are working on an issue and need time, snooze the order. It disappears from the “Issues” tab and comes back when the snooze period is over.\u003C\u002Fp>\u003Col>\u003Cli>In the order detail, click “Snooze”.\u003C\u002Fli>\u003Cli>In the “Snooze problematic order for” field, select a date and time.\u003C\u002Fli>\u003Cli>In the “Note” field, you can write down what you agreed with the customer.\u003C\u002Fli>\u003Cli>Click “Snooze”.\u003C\u002Fli>\u003C\u002Fol>\u003Cfigure class=\"w-richtext-align-center w-richtext-figure-type-image\">\u003Cdiv>\u003Cimg width=\"739\" height=\"598\" alt=\"Snooze window with a date, time and note\" src=\"\u002Fmedia\u002Farticles\u002Fproblemove-objednavky\u002Ffile-3d5krsocyw.png\" loading=\"lazy\">\u003C\u002Fdiv>\u003Cfigcaption>Snoozing an order until a specific date and time.\u003C\u002Ffigcaption>\u003C\u002Ffigure>\u003Cp>You will find snoozed orders on the “Snoozed” tab. When the set time is up, the order returns to the issues if the problem persists. If the order is delivered in the meantime, it will not be flagged as problematic again.\u003C\u002Fp>\u003Cfigure class=\"w-richtext-align-center w-richtext-figure-type-image\">\u003Cdiv>\u003Cimg width=\"311\" height=\"369\" alt=\"Snoozed tab in Order Issues\" src=\"\u002Fmedia\u002Farticles\u002Fproblemove-objednavky\u002Ffile-dzo5dcahx8.png\" loading=\"lazy\">\u003C\u002Fdiv>\u003Cfigcaption>Snoozed orders have their own tab.\u003C\u002Ffigcaption>\u003C\u002Ffigure>\u003Cp>You only see the “Snooze” button on an order that has an issue and is not snoozed yet.\u003C\u002Fp>\u003C\u002Fdiv>\u003Cdiv id=\"undelivered-message-alerts\">\u003Ch2>Undelivered message alerts\u003C\u002Fh2>\u003Cp>When an e-mail or SMS cannot be delivered, or when the order is missing a contact, the order gets an alert. A red alert disappears once you correct the contact in your e-shop. You can confirm an orange alert with the “It's fine” button after you have checked it. The order then disappears from Order Issues unless it has another issue.\u003C\u002Fp>\u003Cp>Every e-shop sees e-mail alerts. You only see alerts about SMS and phone numbers if you have the SMS module turned on. For an overview of all alerts and what to do about them, see the article \u003Ca href=\"\u002Fen\u002Farticle\u002Fundelivered-message-alerts\">Undelivered message alerts\u003C\u002Fa>.\u003C\u002Fp>\u003C\u002Fdiv>\u003Cdiv id=\"technical-issues\">\u003Ch2>Technical issues\u003C\u002Fh2>\u003Cp>The “Technical” tab lists orders whose shipments Foxdeli cannot track. The status column shows the reason, for example “Missing configuration”, “Missing credentials”, “Missing tracking number” or “Unknown tracking number”. For some issues, the order detail has a button that takes you to the fix, for example “Connect carrier” or “Add credentials”.\u003C\u002Fp>\u003C\u002Fdiv>\u003Cdiv id=\"customer-ratings\">\u003Ch2>Customer ratings\u003C\u002Fh2>\u003Cp>The “Rating” column shows how the customer rated the delivery. When you hover over the rating, you also see the customer's comment.\u003C\u002Fp>\u003Cfigure class=\"w-richtext-align-center w-richtext-figure-type-image\">\u003Cdiv>\u003Cimg width=\"411\" height=\"309\" alt=\"Rating window with one star and a customer comment\" src=\"\u002Fmedia\u002Farticles\u002Fproblemove-objednavky\u002Ffile-510zmjut9c.png\" loading=\"lazy\">\u003C\u002Fdiv>\u003Cfigcaption>Customer rating and comment.\u003C\u002Ffigcaption>\u003C\u002Ffigure>\u003Cp>Some e-shops focus mainly on customers who had a bad experience, such as the online pharmacy Pilulka.cz. You can find orders with a bad rating directly in Order Issues: in the “All issues” filter, select “Bad rating” in the “Shipment” group. All ratings are in \u003Ca href=\"https:\u002F\u002Fmy.foxdeli.com\u002Fen\u002Forders\u002Frated\">Orders → Rated\u003C\u002Fa>. In the “All ratings” filter, you can select, for example, only 1 and 2 stars, or ratings “With comment”. You can then call or write to the customer, apologize, offer a solution or perhaps a discount on their next purchase. Instead of a bad experience, they leave with a good impression and will very likely shop with you again.\u003C\u002Fp>\u003Cblockquote>For customers to be able to rate the delivery, keep the “Rating” e-mail turned on in \u003Ca href=\"https:\u002F\u002Fmy.foxdeli.com\u002Fen\u002Fbranding\u002Fworkflow\">Workflow\u003C\u002Fa> and turn on “Rating” on the “Modules” tab of the \u003Ca href=\"https:\u002F\u002Fmy.foxdeli.com\u002Fen\u002Fbranding\u002Ftracking\">Track & Trace page\u003C\u002Fa> editor.\u003C\u002Fblockquote>\u003C\u002Fdiv>\u003Cdiv id=\"further-resources\">\u003Ch2>Further resources\u003C\u002Fh2>\u003Cp>You can read more about problem shipments on our \u003Ca target=\"_blank\" href=\"https:\u002F\u002Fblog.foxdeli.com\u002Fpost\u002Fproblemove-zasilky-rozbita-duvera-tipy-pro-spokojene-zakazniky\" rel=\"noopener\">blog\u003C\u002Fa> and in the \u003Ca target=\"_blank\" href=\"https:\u002F\u002Fwww.foxdeli.com\u002Febooks\u002Fjak-vydelat-na-problemech-se-zasilkou\" rel=\"noopener\">e-book\u003C\u002Fa>, which you can download for free.\u003C\u002Fp>\u003Cul>\u003Cli>\u003Ca href=\"\u002Fen\u002Farticle\u002Fundelivered-message-alerts\">Undelivered message alerts\u003C\u002Fa>\u003C\u002Fli>\u003Cli>\u003Ca href=\"\u002Fen\u002Farticle\u002Forder-timeline-emails-and-sms\">E-mails and SMS in the order timeline\u003C\u002Fa>\u003C\u002Fli>\u003Cli>\u003Ca href=\"\u002Fen\u002Farticle\u002Fdashboard-overview\">Dashboard\u003C\u002Fa>\u003C\u002Fli>\u003C\u002Ful>\u003C\u002Fdiv>",[212,216,220,224,228,232,236,240,244,248],{"id":213,"text":214,"children":215},"what-order-issues-are","What Order Issues are",[],{"id":217,"text":218,"children":219},"where-to-find-order-issues","Where to find Order Issues",[],{"id":221,"text":222,"children":223},"order-list","Order list",[],{"id":225,"text":226,"children":227},"filters","Filters",[],{"id":229,"text":230,"children":231},"order-detail","Order detail",[],{"id":233,"text":234,"children":235},"snoozing-an-order","Snoozing an order",[],{"id":237,"text":238,"children":239},"undelivered-message-alerts","Undelivered message alerts",[],{"id":241,"text":242,"children":243},"technical-issues","Technical issues",[],{"id":245,"text":246,"children":247},"customer-ratings","Customer ratings",[],{"id":249,"text":250,"children":251},"further-resources","Further resources",[],[253,256,259,262,263,266],{"slug":254,"title":255},"brick-and-mortar-pickup-places","Brick-and-mortar pickup places for personal pickup",{"slug":257,"title":258},"delayed-carrier-time-constraints","Delayed due to carrier time constraints – a workflow status",{"slug":260,"title":261},"order-timeline-emails-and-sms","E-mails and SMS in the order timeline",{"slug":237,"title":238},{"slug":264,"title":265},"dashboard-overview","What you'll find on the Dashboard",{"slug":267,"title":268},"withdrawal-from-contract-button","Withdrawal from contract – button in delivery e-mails",[270,275,280,284,285,290],{"slug":271,"title":272,"description":273,"icon":274},"getting-started","Getting started with Foxdeli","Here you’ll find everything you need to set up Foxdeli correctly.","\u002Fmedia\u002Ftopics\u002Fzaciname-s-foxdeli.svg",{"slug":276,"title":277,"description":278,"icon":279},"account-settings","Account settings","We’ll help you set up your entire account from start to finish.","\u002Fmedia\u002Ftopics\u002Fnastaveni-uctu.svg",{"slug":281,"title":47,"description":282,"icon":283},"carriers","How to connect each carrier correctly so your shipments get tracked.","\u002Fmedia\u002Ftopics\u002Fdopravci.svg",{"slug":206,"title":207,"description":208,"icon":209},{"slug":286,"title":287,"description":288,"icon":289},"emails-and-sms","E-mails and SMS","Set up e-mails and SMS for your customers with ease in the editor.","\u002Fmedia\u002Ftopics\u002Femailove-sablony.svg",{"slug":291,"title":292,"description":293,"icon":294},"track-and-trace-page","Track & Trace page","A standalone page where your customers can track their shipment.","\u002Fmedia\u002Ftopics\u002Ftrack-trace-stranka.svg"]