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Quick Ticket: Automated Support Tickets


With Quick Ticket, Olo will automatically create a support ticket requesting a refund for any deliveries that are canceled by the DSP with error code 'DSPOtherReason'. This is contingent upon the driver canceling the order prior to food pickup and arriving at the restaurant.

To enable Quick Ticket:

  1. Within Olo Dashboard, go to Settings > select Dispatch Settings > select store
  2. Add the email address(es) you would like cc'ed on these tickets in the Dispatch Support CC Emails field. Separate multiple addresses with a semicolon. This is required for Dispatch Support Tickets to be created.
  3. Toggle Quick Ticket ON


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Within an order's Dispatch details, an automated support ticket will be differentiated by [Auto] <insert Store Name> as the requester’s name and the reason as Automated: Courier canceled delivery.

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Which DSP cancelations trigger an automatic support request?

When an order is canceled by a DSP and marked as 'DSPOtherReason', Olo automatically submits a support ticket to request a refund provided the order has not already been picked up and the driver has not arrived at the restaurant. 

 

What message goes to the DSP?

Hello ____ Support,

The delivery was canceled by ____ before the food was even picked up by the driver.

Customer Dropoff Name: ____
Delivery ID: XXX
Olo Order ID: XXX

The basket total is $XX.XX, the delivery fee is $XX.XX and the driver tip is $XX.XX. We would like to
know why the delivery was canceled and are requesting a refund for the same. Please confirm the refund
status (approved or rejected) and respond within 14 days of receiving this ticket. You can find
merchant name and other details in the header for this ticket.

This ticket has been submitted on behalf of the brand by Olo Dispatch. Thank you for your partnership.

 

How am I notified of new support tickets?

You will also be notified in the Store Cancelation Email about automated tickets. This email is sent whenever there is a cancelation. Anyone included in the ‘Dispatch Support CC Emails’ field will be notified and can communicate with the DSP as needed.

Generate a Support Ticket Report for a full list of support tickets generated for your stores.

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