Opening a claim with Wasal support
Use the claims module to contact Wasal support about a delivery, product, payment, or customer issue.
On this page
The claims module is your direct channel to Wasal support. Use it to create tickets to report a problem you cannot resolve on your own: lost parcel, carrier delay, commission error, disputed customer, and so on.
This module lets the seller contact Wasal: your buyers have no access to it. It is also where you write to Wasal about a dispute with a buyer: see Handling a customer dispute.
When to open a claim
Open a ticket as soon as you find yourself in one of these situations:
- A parcel is marked as delivered but the customer states they did not receive it
- A delivery delay exceeds the announced timeframe with no explanation from the carrier
- A customer has returned a defective product and you are awaiting a refund
- You notice an error on your commission or your payment
- An order cancellation raises an issue with your stock or invoicing
- You need help managing your seller account
Accessing the module
The module is located in the sidebar, under the SETTINGS section.
Open the claims menu
In the sidebar, click Helpdesk Module. The submenu expands and shows two entries: Tickets list and New ticket.
Creating a ticket
Access the form
Click New ticket in the submenu. You arrive at a form with a Subject field, a description editor (it has no visible label) and an Attach image area.
Write a clear subject
The subject should let the Wasal team identify the problem at a glance. Examples:
- "Parcel not received — order S01234"
- "Delivery delay — order S05678 — 5 days late with no update"
- "Commission error — invoice dated 10 April 2026"
Avoid vague subjects like "order problem" or "help".
Detail the description
The description accepts rich text (bold, lists, links). Always include:
- The relevant order number (e.g. S01234)
- The date of the problem or the order
- The products involved (reference or name)
- The precise details of the problem
- What resolution you expect (refund, reshipment, correction, etc.)
If you have relevant screenshots (customer conversation, parcel tracking status), add them through the Attach image area.
Submit the ticket
Click Create ticket to send it. Click cancel if you want to discard it and return to the list.
The creation form does not offer a "Ticket type" field — categorization is done by Wasal after submission. Make sure your subject and description clearly indicate the type of problem.
Ticket types
Wasal classifies each ticket into one of the following categories. You can filter your list by type from the Tickets list page. The English portal shows the type options in French, so they are listed below as displayed, with an English gloss.
| Type | Typical use |
|---|---|
| Annulation commande (Order cancellation) | Order cancelled with an impact on your stock or payment |
| Anomalie réception (Reception anomaly) | Problem found when receiving a return |
| Colis non reçu (Parcel not received) | Customer states they did not receive their order |
| Contact form | General request or question about the platform |
| Disponibilité des articles (Item availability) | Stock or catalog synchronization issue |
| Gestion du compte client (Customer account management) | Problem related to a specific buyer account |
| Incident transport (Transport incident) | Parcel damaged, lost, or incident with the carrier |
| Non-conformité du produit (Product non-conformity) | Product received by the customer does not match the listing |
| Problème paiement Client (CMI....) (Customer payment issue) | Problem with the customer's payment, for example a card payment through CMI |
| Produit défectueux (Defective product) | Defective product received or returned by the customer |
| Report d'une livraison (Delivery postponement) | Request to postpone or reschedule a delivery |
| Retard de livraison (Delivery delay) | Delivery timeframe exceeded with no carrier resolution |
| Retard de préparation (Preparation delay) | An order's preparation is running late |
| Retour & Remboursement (Return & Refund) | Return accepted but refund pending or incorrect |
Tracking your tickets
Click Tickets list to see all your open tickets and their status.
The table displays: Ticket ID, Subject, Created at, Status.
Tickets follow this workflow:
| Status | Meaning |
|---|---|
| New | Ticket created, awaiting handling by Wasal |
| In Progress | Ticket taken over by a Wasal agent |
| Escaladé (Escalated) | Forwarded to a higher level for resolution |
| Done | Claim resolved |
| Cancelled | Ticket cancelled by you or by Wasal |
| Rejected | Claim rejected by Wasal |
Processing times are not displayed in the interface. If your ticket stays in New status for several days with no progress, contact support via the chat bubble at the bottom right of the screen.
Tips for an effective ticket
A well-written ticket is handled faster. Here are the best practices.
Subject: always include the type of problem + the order number. E.g.: "Defective product returned — S09876".
Description: structure your message as follows:
- Order number and date
- Product(s) involved
- What happened (a short timeline)
- What you expect (refund, correction, information)
Evidence: add any useful screenshot through the Attach image area — photo of the damaged product, parcel tracking capture, exchange with the customer.
One ticket = one problem: do not pile several topics into a single ticket, as this slows down handling.
In case of emergency
If your problem is blocking (an order awaiting imminent delivery, a serious payment error), use the chat bubble at the bottom right of the screen. The ticket remains the official, traceable channel for any formal claim.
Going further
- Handling a customer dispute — for claims opened by your buyers
- Managing returns and refunds — return and refund procedure
- Managing cancellations — cancel an order cleanly
Related reading
Was this article helpful?