Marking an Order as an Incidence

Overview

Orders can be marked as an Incidence when operational or delivery problems occur during or after shipment.

An incidence may represent:

• Damaged packages
• Delivery failures
• Missing items
• Incorrect deliveries
• Customer disputes
• Return requests
• Shipping carrier problems

Incidences help operational teams manage exceptions and maintain shipment traceability.

Reporting a Shipment Incidence

1. Navigate to Shipping.
2. Locate the desired order from either:

• In Progress
• Delivered

The selected section determines whether the issue occurred:

• Before delivery
• After delivery

3. Select the checkbox next to the order.
4. Click Mark as Incidence below the table.
5. Enter the incidence reason.

The reason should clearly describe the operational issue for future reference and merchant visibility.

6. Click Confirm.

The order is moved to the Returns > Incidence section for return or exception management workflows.

Reviewing Incidence Orders

Merchants and Company users can access the incidence information from the corresponding Incidence sections.

Each incidence entry includes:

• Order information
• Shipment status
• Reported reason
• Operational history

Opening the order details also displays the incidence reason card, helping all parties understand the shipment issue and coordinate the next operational steps.