One of the solutions provided by BurgerPrints to assist Seller in effortlessly creating and managing order-related issues directly within the system is the Ticket feature. In the event of any complications with a paid order, Seller simply needs to generate a ticket within the system. BurgerPrints will promptly and accurately capture the information, thereby offering solutions to your problems in the most expedient manner.

I. To use the Ticket feature, please follow these steps:

Step 1: After logging in system, go to the “Orders” tab on the left navigation bar.

Step 2:  Identify the order for which you wish to generate a ticket. Kindly note that you can only create a ticket for orders that have been paid.

– For orders marked as “Processed”, Seller may submit a ticket for a “Request Refund” or “Adjust/check”. Mandatory fields to be completed include: type, detailed issue description, and item.

• With request Refund -> Category: Cancel order
• With request Adjust/check -> Category: Change order information/Check shipping Status/Other

– For orders that have reached the “Shipped” status, Seller may submit tickets to request a refund, a remake, or an adjustment/inspection. Mandatory fields to be completed include: Item, issue type, detailed issue description, and supporting image.

• With request Refund -> Category: Shipping Issue/Defective Item
• With request Remake -> Category: Shipping Issue/Defective Item
• With request Adjust/check -> Category: Other

A pop-up window will be displayed to facilitate the input of your request details. Please specify the following:

• Select item(s): Indicate the specific item(s) within the order for which you are submitting a ticket. Multiple selections are permitted for orders containing multiple items.
• Request Type: Select “Refund” for reimbursement requests, “Remake” for replacement requests, or “Adjust/check” for other inquiries.
• Select category:
  • For “Refund” or “Remake” requests, please select “Shipping Issue” if the issue pertains to the shipment (e.g., delayed shipping, undelivered items, lost orders), or select “Defective Item” if the product is faulty (e.g., incorrect color, incorrect size, printing errors).

• With options Adjust/check: Click to select Others to Create other requests related to the order.

– Describe your issue: Kindly elaborate on the specific problem you are encountering with your order.

– Add image: To facilitate a more accurate assessment of the situation, we encourage you to attach relevant images that illustrate the issue.

Click the orange button “Create Ticket” to complete the Ticket creation for this order.

II. To monitor your ticket status, supplement information, or track its processing, kindly adhere to the following instructions:

Step 1: Upon successful login, navigate to the “Orders” tab located on the left-hand navigation bar. Thereafter, click on the “Tickets” tab.

Step 2: The “Tickets” tab will display a comprehensive list of all tickets initiated by you, along with their associated details and current status.

For Tickets with status New

Upon creation, a ticket will be automatically assigned the status “New”. While in this state, the following actions are permissible: editing, deletion, and adding response notes. Additionally, Seller can initiate communication with BurgerPrints to request expedited processing.

●       Edit Tickets with status New:

Access the pen button at the column Respond note corresponding to the Ticket you want to edit information.

Subsequently, modify the ticket details as required and finalize the changes by clicking the orange “Update ticket” button.

●       Delete Tickets with status New

Access the trash button  at the column Respond note corresponding to the Ticket you want to delete.

 A pop-up confirmation dialog will be presented to reconfirm your request to delete the ticket. To finalize the deletion process, please click the red “Confirm” button.

●       Open Respond note to chat directly with BurgerPrints support team about the created Ticket.

Access the note button at the column Respond note corresponding to the Ticket you want to discuss further with the support team.

The system will display a popup allowing you to chat directly with the BurgerPrints support team about order issues in the Ticket.

Support team of BurgerPrints will continuously check the Tickets you have created right on the system, we will forward the information to the inspection departments and resolve the problem with the order on the Ticket as quickly as possible.

For Tickets with Awaiting status

Case 1: Ticket created by BurgerPrints

 In instances where order information requires modification, BurgerPrints will generate a ticket for the Seller to track and update. The Seller will be notified via email regarding the newly created ticket. Such tickets will be automatically assigned the status of “Awaiting” upon creation.

Case 2: Ticket created by Seller

Seller’ created tickets will initially be marked as “New”. Upon BurgerPrints’ response to the Seller’s request, the ticket status will transition to “Awaiting”. To stay informed about the latest updates and continue the processing workflow, Seller are advised to regularly monitor their tickets.

For the Ticket has status Responsed

Upon the Seller’s submission of a response to BurgerPrints within the Conversation section, the system will automatically update the ticket status from “Awaiting” to “Responded” to reflect the Seller’s action.

BurgerPrints will subsequently conduct a thorough review of the ticket and provide a corresponding response.

To facilitate continuous service improvement, Seller are encouraged to provide feedback on the ticket resolution process.

III. Ticket search feature and some notes

1. Allow Seller to search Tickets by order ID and ref ID

Seller can search for Tickets by entering order ID and ref ID. Details on how to do this are as follows:

Step 1: After logging in to the system, access the Orders Tab on the navigation bar on the left side of the screen.

Step 2: Access the Ticket Tab, enter the order ID or ref ID.

2. Some important notes

– In case the Seller has created a Ticket, BurgerPrints has responded but the Seller has no request or further response, the Ticket will be closed after 15 days.

– If you receive a ticket from BurgerPrints regarding a failed delivery, please respond within 3 days if you have a request for adding information, otherwise, the ticket will be closed after 3 days or after the deadline given by BurgerPrints (if available).

– With notifications of Out of Stock, Trademark violation, Seller needs to confirm the information otherwise the Ticket will be Closed after 30 days.