Troubleshooting – How to Use the Wefulfil Ticket System

When you encounter an issue with an order, shipment, product, or billing, Wefulfil provides two efficient support channels to help you resolve problems quickly.

We encourage you to follow the recommended path to ensure accurate, trackable, and timely solutions.

1. Recommended Support Path: Ticket System (24-hour resolution)

The Ticket System is the most reliable and trackable way to get support.

You can create a ticket in two locations:

1.1 Create a Ticket from the Order Page

If the issue is related to a specific order:

  1. Go to Orders → Click the Order Number
  1. Click Create New Ticket (top-right corner)
  1. Fill in the subject, select priority, choose category
  1. Upload images/videos if needed
  1. Submit

Your ticket will appear in the Ticket Center for tracking.

1.2 Create a Ticket From the Ticket Center

For general issues (not linked to a specific order):

  1. Go to Ticket Center from the left menu
  1. Click Create New Ticket
  1. Select category, describe the issue, attach files if needed
  1. Submit

This is ideal for:

  • Refund requests
  • Quality issues
  • Tracking problems
  • Inventory discrepancies
  • Billing questions
  • Damaged items
  • Missing parcels

How Wefulfil Handles Tickets

  • Every ticket is reviewed by our operations team
  • You will receive a first response within 24 hours
  • Most cases are solved within 24–48 hours
  • Complex cases (factory QC / international logistics) may take longer, but your AM will update you with a timeline

2. For Urgent Issues: WhatsApp Project Group

We understand that certain issues require faster communication.

In your project WhatsApp group, you can contact:

  • Your Account Manager
  • Your Operations Manager / Warehouse Support
  • Your Sourcing/Branding Team (if applicable)

You may use WhatsApp for emergencies such as:

✔ Time-sensitive shipping errors

✔ Order stuck or delivery exception

✔ Big influencer campaign requiring urgent fulfillment

✔ Bulk shipment issues

✔ Returned parcels that need fast action

Important:

We do not recommend handling ALL support cases in WhatsApp.

Why?

  • Information is easy to lose in group chats
  • Hard to track case progress
  • Multiple issues become mixed together
  • No document record for future reference
  • Increases processing time

For clear tracking and fastest resolution, always use:

🔵 Ticket System (recommended for 95% of issues)

🟢 WhatsApp Group (only for urgent cases)

3. Where to Track Your Tickets

Inside Ticket Center, you can:

  • Check ticket status (New, Processing, Waiting Feedback, Completed, Closed)
  • View all communication history
  • Upload additional evidence
  • Update information
  • Reopen a ticket if needed

4. What to Provide When Submitting a Ticket

To speed up resolution, please include:

  • Order number
  • Customer shipping address
  • Tracking number (if applicable)
  • Product SKU
  • Photos/videos of issue
  • Description of problem
  • Expected solution (refund, replacement, resend, restock, etc.)

The more complete the information, the faster we can fix it.

Need help?

💬 Chat with your Account Manager on WhatsApp anytime.

Related to

Scroll to Top