Report issues about a Dispatch order or request a refund by submitting a support ticket in the Olo Dashboard. By following this process, Olo ensures that support tickets reach the correct Delivery Service Provider (DSP) support team and can be tracked within the Dashboard.
To report a Dispatch issue in the Dashboard:
- In the Olo Dashboard, navigate to the specific Dispatch order
- Within Order Details, click the Report Dispatch Issue button
- In the pop-up, select the appropriate issue type and a description of the issue. Some information about the delivery will be pre-populated.
How do I track support ticket status?
Support tickets can be tracked in bulk by pulling a Support Ticket Report. For an individual order, all support tickets submitted for that order will appear in the Dispatch Support Tickets section of the Order Details.
Ticket changes made by Olo Support will take 24 hours to reflect in the Dashboard. The tracker will include the following updates.
|Submitter’s Name||Name of the person who submitted the ticket.|
|Ticket ID||Support Ticket ID; this is used by Olo and DSP to troubleshoot disputes|
|Close Date||Date when the support ticket was resolved|
|Resolution: approved||Ticket was approved for a refund by the DSP|
|Resolution: rejected||Ticket was rejected for a refund by the DSP|
|Resolution: <blank>||Ticket is waiting resolution from the DSP|
What happens after I submit a support ticket?
The ticket submitter will receive an email confirmation, including a summary of the support ticket. Olo Support and the Delivery Service Provider (DSP) will investigate the issue and may reach out for more information. All communications are handled via email with the ticket submitter included for visibility. If a corporate contact wishes to be notified of all support ticket submissions, update the Support CC Email Notifications field in the store's Dispatch Settings.
If the support ticket involves a refund request, Olo Support will update the internal status of the ticket for the following fields.
|Refund Order Subtotal||This denotes that order subtotal was refunded|
|Refund Delivery Fee||This denotes that delivery fee was refunded|
|Refund Tip||This denotes that the tip was refunded|
|Refund Other||This denotes that the DSP didn't identify the refund cost in a specific category|
How do I know if a ticket was approved or denied for a refund?
You can either review the Dispatch Details of a specific order or generate a Support Ticket Report to see the refund resolution.