Customer tickets
Customer tickets are the requests customers send about their orders from the customer portal: complaints, cancellation and edit requests, return and exchange requests, and suggestions. Open them from Customers > Customer Tickets to see each ticket and follow up with the customer.
Staff members need the permission to view customers to open customer tickets.
These tickets come from your customers. To contact Zid support about your own store, see support tickets.
How customers send a ticket
Customers send tickets from Zid's customer self-service portal at c.zid.sa, where they see their orders from Zid stores and ask for help with one.
On How would you like to continue?, the customer chooses Log in with phone number and enters the verification code they receive. Look up by order number, with the order number and email, only shows the order: to send a request, the customer logs in.
Personal details are covered. My Orders lists their orders, each with its status. They select Select service on the order they need help with.
Personal details are covered. They choose the Request Type: Track Order, Cancel Order & Refund, Return & Exchange, Edit Order, Order Issue or Suggestions & Improvements. They write the Reason, can add Additional Details, and attach an image when the type needs one. Then they select Submit Request. An order can have only one open request at a time.
Personal details are covered. The portal shows Your ticket has been submitted successfully with the Ticket Number, and tells the customer they'll be updated within 24 hours.
Personal details are covered. The customer receives a text message with the ticket number. It says your store was notified and gives your store's commercial registration number in case they want to file a complaint.
Personal details are covered. You get a message on the phone number registered for your store, and the ticket appears in Customers > Customer Tickets.
Requests about Mazeed orders, or about orders covered by Zid assurance, go to the Mazeed or Zid assurance team instead, and the customer gets the ticket number and updates on WhatsApp from that service's account.
Tickets list
When at least one ticket is open, a banner at the top of the page reminds you that customer complaints were received and need your attention.
| Column | What it shows |
|---|---|
| Number | The ticket number. |
| Type | The kind of request (see the table below). |
| Reason | The reason the customer gave, shortened to fit the column. |
| Status | Where the ticket stands (see the table below). |
| Created date | When the customer submitted the ticket. |
Select View on a row to open the ticket. The list shows 25 tickets per page; change it in Rows per page.
Ticket types
| Type | What the customer wants |
|---|---|
| Issue | To report a problem with an order. |
| Cancel | To cancel an order. |
| Edit Order | To change an order. |
| Return & Exchange | To return or exchange products. |
| Suggestion | To share a suggestion. |
Ticket statuses
| Status | Meaning |
|---|---|
| Open | The ticket is new and waiting for action. |
| In progress | The ticket is being handled. |
| Resolved | The request was resolved. |
| Closed | The ticket is closed. |
View a ticket
The ticket page shows:
Ticket information: the ticket Number, the Order ID, the Customer (select it to open the customer's details page), the Customer phone, the Type, the Status, the Created date and Updated date, and Notified at, when you were notified about the ticket.
Reason: the customer's reason for the request.
Additional details: anything else the customer wrote, if they added it.
Attachment: an image the customer attached, if any. Select it to open it at full size.
Follow up on a ticket
The ticket page is for reading: it has no reply or status controls. To act on a ticket:
Note the Order ID and open the order from the orders list to cancel, edit or return it as the customer asked.
Contact the customer using the Customer phone, or from their details page.
Related
Still need help?
Our customer service team is ready to help, or find quick answers in the FAQ.