SUPPORT OPERATIONS

Order Status & Support

Volg orders, beheer incidenten en activeer support routes vanuit een uniforme operations flow.

Open Partner PortalMail Orders Team
SURPRAV support operations

Order lifecycle for support teams

Single view from order creation to post-delivery resolution.

  1. Status 01

    Order Registered

    Order enters active queue with baseline SLA and assigned tracking ID.

    Acknowledged instantly

  2. Status 02

    Processing

    Warehouse and QA milestones update fulfillment confidence score.

    Queue transparency

  3. Status 03

    In Transit

    Shipment telemetry and handover checkpoints stream to support desk.

    Live logistics feed

  4. Status 04

    Resolved

    Delivery closure and any support tickets are archived with audit logs.

    Case closure

Self-service actions

Resolve common questions without waiting for manual support.

Self Service

Track Order Queue

Filter orders by status, region and expected delivery window.

Open portal

Self Service

Download Invoice Pack

Retrieve invoice and commercial documents linked to an order.

Open finance

Self Service

Check kwaliteitscontrole Docs

Access traceability and quality records when needed for claims.

Open kwaliteitscontrole

Escalation routes

Use the correct support lane to minimize resolution time.

Route

Order & Delivery

For delays, status discrepancies and delivery timing issues.

Mail Orders

Route

Quality & Claims

For damaged items, temp deviation or kwaliteitscontrole incidents.

Mail Legal

Need immediate support on an active order?

Send case details with order ID so the team can route instantly.

Mail SupportOpen Partner Portal