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Live Operations / Customer Service

How to troubleshoot issues relating to Live Operations & Customer Service

Dealing with Fleets

  • Why is the tracking not working?
  • How do I raise a refund request?
  • Fleet is not responding to the chat?
  • What is an SLA?
  • I need thermal bags for my deliveries?
View all (7)

Dealing with Orkestro

  • How do I chat with Orkestro Support?
  • Why did the wrong fleet or vehicle show up?
  • I didn’t receive an account activation/reset password link?
  • There are no available quotes on the order?
  • I am not able to find an order after searching?
View all (6)

Dealing with Drivers

  • The driver is not responsive to calls?
  • The driver was unable to reach the customer?
  • Order was picked up but never delivered?
  • The driver went to the wrong pickup or drop-off location? (LIVE ORDER)
  • The driver went to the wrong pickup or drop-off location? (NON-LIVE ORDER)

National Deliveries

  • DPD shipping conditions
  • DPD additional surcharges
  • DPD packaging tips and guidelines
  • File a claim with DPD

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