Besides handling inquiries with your customers, you can also connect your couriers to Outvio Desk to handle claims directly from here, without the need to navigate through your email inbox or an external platform.
Below, we will give you instructions for handling the communication with your couriers to address any matters that may come during the shipping.
Step 1: Add courier contact
First, add the contact of each of your couriers to Outvio Desk by going to:
Settings > Configuration > Courier Settings
Enter their email address you will be using to contact each courier and submitting claims, and click on Save.
Your configuration is now ready. You can go back to your Outvio Desk dashboard!
Step 2: Contact courier from a ticket
→ When you need to communicate with couriers for support-related matters, you can directly email them by accessing the actions menu and clicking on "Contact Courier".
Step 3: Open a claim
- For handling claims with couriers, you can access the actions menu and click on "Open Claim" under customer actions:
🟡 You can do these actions only after you have matched an order to the ticket or after the order has been matched automatically.
Step 4: Write and submit the claim
After this, just as with a usual ticket, a tab will open where you can write your message to the courier. If you have configured the courier email in the previous step, this information (as well as the name of the courier) will appear pre-filled in the form:
🛠️ You can also configure a template to send to the couriers each time you open a claim. To set up your templates, follow this article.
→ Once you have submitted your claim to the courier, the ticket will automatically appear in the claims folder of your Inbox (left-side bar):
