Contact Customer Care – The order page now guides you to the right category
🔒 Feature in Limited Beta
Since March 16, this new way of creating Support Requests from the Order page is available only to a selected group of merchants. A broader rollout is planned in the coming weeks.
The generic "New request" button on the order page has been replaced* by a contextual system. Depending on the order status, only the relevant actions are displayed. Fewer choices, better-categorized tickets, and faster resolution.
The button will now appear only for B2B or B2C orders with a custom carrier*
1. Open a ticket from the Order page
| Order status | Available actions |
|---|---|
| Pending, In preparation, Prepared |
• Request information about order preparation if the expected shipping date has passed, directly from a banner indicating the delay OR • Request help communicating a new address to the carrier or canceling the shipment, directly from the modals used to manage address changes or order cancellation |
| Shipped |
• Request that a carrier investigation be opened when the delivery is delayed, directly from a banner indicating the delay OR • Request help communicating a new address to the carrier, directly from the address change modal |
| Delivered |
Open a claim from the "Report an issue" button: ◦ Damaged products ◦ Missing or swapped products ◦ Parcel never received by the customer ◦ Late delivery (Express only) Note: Claim creation is automatically blocked if the eligibility period for compensation has expired. See: Bigblue standard compensation. |
| Returning / Returned (carrier) | Report an abusive carrier return, from the banner indicating a carrier return |
| Any order status | Use the app widget (the bubble located at the bottom right of the screen) for any other questions |
A few examples:
How to track your requests
You can track your requests in three ways:
- From the order page
- Via the Support requests tab
- By enabling notifications
Note: The category Investigate an order delay has been split into three new categories
| Reason | Order statuses |
|---|---|
| Investigate a preparation delay (= When will the order be shipped?) |
Pending, In Preparation, Prepared Includes: Backorder |
| Investigate a transportation delay (= Is the order lost?) | Shipped |
| Report a late delivery (Express) | Delivered |
What’s coming next in Beta ➡️
- New statuses, including Investigation in progress (Carrier, Warehouse) to better distinguish tickets waiting for your response vs. those blocked on Bigblue side
- New filters such as Category and Credit to help you monitor incidents by type and control reimbursements
- New metrics in Analytics (Advanced and Plus plans) to analyze request outcomes — loss rate, damage rate, and reimbursement rate.