Guide to Using the Ticket Feature

The Ticket feature is provided by BurgerPrints to help Sellers easily create and manage order-related issues directly on the system. When a problem arises with a paid order, the Seller simply needs to create a Ticket, and BurgerPrints will quickly receive the information and respond accurately.

1. How to Create a Ticket

Step 1: Log in to the BurgerPrints system at https://dash.burgerprints.com.

Step 2: From the left-hand menu, select the Orders tab.

Step 3: Identify the order for which you want to create a Ticket.

* Note: Tickets can only be created for paid orders. Depending on the order status, the system will suggest suitable request types.

1.1. For Orders in “Processed” Status

Sellers can create a Ticket with two request types:

• Request Refund
   → Category: Cancel order
• Request Adjust/Check
   → Category: Change order information / Check shipping status / Other

Required fields: Request type, detailed issue description, and related product(s).

1.2. For Orders in “Shipped” Status

Sellers can create Tickets for the following request types:

• Request Refund
• Request Remake
• Request Adjust/Check

Categories for each request type:

• For Refund or Remake:
   → Category: Shipping Issue or Defective Item
• For Adjust/Check:
   → Category: Other

Required fields: Product(s), request type, detailed issue description, and image(s) (if applicable).

When creating a Ticket, a pop-up window will appear for you to fill in the details:

• Select Product(s): Choose the product(s) involved in the order (multiple selections allowed).
• Request Type:
   + Refund → Request a refund
   + Remake → Request a replacement
   + Adjust/check → Request info updates or status check
• Select Category:

 + Refund/Remake → Choose Shipping Issue (e.g., late delivery, lost order) or Defective Item (e.g., misprint, wrong size/color).

+ Adjust/check → Choose Other for order-related issues not listed above.

• Issue Description: Provide clear details about the problem you encountered.

• Add Images: Attach visual evidence to help facilitate faster and more accurate resolution.

Once all information is filled out, click Create Ticket to complete the process.

2. Monitoring and Managing Created Tickets

Step 1: After logging in, go to the Orders tab → select Tickets tab.

Step 2: You will see a full list of Tickets you’ve submitted, including current status and relevant details.

2.1. For Tickets in “New” Status

You can perform the following actions:

• Edit Ticket:

Click the pencil icon in the Respond note column.

Update the necessary information, then click Update Ticket.

• Delete Ticket:

Click the trash bin icon in the Respond note column of the Ticket you wish to delete.

A confirmation message will appear → Click the red Confirm button to proceed.

• Chat with Support Team:

Click the note icon in the Respond note.

This opens a chat window with the BurgerPrints support team, where you can discuss order-related issues in the Ticket.

The BurgerPrints team regularly checks and handles Tickets to forward them to the appropriate department for prompt response.

2.2. Tickets with “Awaiting” Status

• Case 1: Ticket created by BurgerPrints

→ When an adjustment is required from the system side, BurgerPrints will proactively create a Ticket for your reference. A notification email will be sent, and the Ticket will appear with the status Awaiting.

• Case 2: Ticket created by the Seller

→ When BurgerPrints responds to a Ticket you created, its status will automatically change from New to Awaiting. You should monitor it regularly to stay updated on the resolution progress.

2.3. Tickets with “Responded” Status

When you reply in the Ticket’s chat window, the system will automatically update its status to Responded.

BurgerPrints will continue reviewing the Ticket content and provide a follow-up response. We encourage you to leave feedback on the Ticket handling process to help us improve service quality.

3. Ticket Search Function & Important Notes

3.1. Search Tickets by Order ID and Ref ID

Sellers can search for existing Tickets by entering the Order ID or the Reference ID. Here’s how to do it:

Step 1: Log in to the system and go to the Orders tab.

Step 2: Switch to the Tickets tab and enter either the Order ID or Ref ID to find the corresponding Ticket.

3.2. Important Notes

• If the Seller has created a Ticket and received a response from BurgerPrints with no further required action, the Ticket will automatically close after 15 days.
• If you receive a Ticket from BurgerPrints regarding a failed delivery, please respond within 3 days if additional information is needed. Otherwise, the Ticket will be closed after 3 days or according to the notified deadline (if any).
• For notifications regarding out-of-stock items or copyright issues, the Seller is required to confirm the information. If there’s no confirmation, the Ticket will be closed after 30 days.

If you need further assistance or have any questions about the Ticket creation or resolution process, please contact the BurgerPrints support team via the Ticket system or official communication channels for prompt assistance.