You can report an order issue for your customer through the merchant portal or directly through the Report an Order Issue form.
Report an order issue through the Route Portal
1. Log in to the Route Portal.
2. Click Orders.
3. Search for the customer by Route Order Number, Store Order Number, Store Order ID, Tracking Number, or Customer Email, and click on it.
Note: You can also adjust the date range below the search bar to fit the order's date criteria.
4. Once you find the order, click on it. This will bring up a panel on the right side, giving you the option to Report an Issue or Request a Reimbursement for an order if needed.
In this case, you will click on Report an Issue.
4. A new tab will open with the issues form. If not auto-populated, copy and paste the information listed under the customer's order details in their respective fields (e.g. Order Number, Route Order ID).
Once in the form, please provide any additional information needed such as:
- a tracking number
- photos if the item is damaged
5. After the issue is reported, you can check the status of the claim at any time under Claims in the Route Portal.
Use the Report an Order Issue form
Report issues for customers through our Report an Order Issue form.
You'll need the customer's Route Order ID (given to them in an email post-purchase) and their email address. Please provide any additional information in the claim filing process such as:
- a tracking number
- photos if the item is damaged