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 — it is not a tool for managing your buyers' claims. For customer disputes, 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.
In the sidebar, click Claims module. The submenu expands and shows two entries: Ticket list and New ticket.
Creating a ticket
Click New ticket in the submenu. You arrive at a form with two fields: Subject and Description.
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 10/04/2026"
Avoid vague subjects like "order problem" or "help".
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), insert them directly into the description using the editor.
Click Create a 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.
The 12 ticket types
Wasal classifies each ticket into one of the following categories. You can filter your list by type from the Ticket list page.
| Type | Typical use |
|---|---|
| Order cancellation | Order cancelled with an impact on your stock or payment |
| Reception anomaly | Problem found when receiving a return |
| Parcel not received | Customer states they did not receive their order |
| Contact form | General request or question about the platform |
| Item availability | Stock or catalog synchronization issue |
| Customer account management | Problem related to a specific buyer account |
| Transport incident | Parcel damaged, lost, or incident with the carrier |
| Product non-conformity | Product received by the customer does not match the listing |
| Defective product | Defective product received or returned by the customer |
| Delivery postponement | Request to postpone or reschedule a delivery |
| Delivery delay | Delivery timeframe exceeded with no carrier resolution |
| Return & Refund | Return accepted but refund pending or incorrect |
Tracking your tickets
Click Ticket list to see all your open tickets and their status.
The table displays: ticket ID, Subject, Creation date, Status.
Tickets follow this workflow:
| Status | Meaning |
|---|---|
| New | Ticket created, awaiting handling by Wasal |
| In Progress | Ticket taken over by a Wasal agent |
| 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 WhatsApp if that option is available on your dashboard.
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: paste any useful screenshot directly into the description — 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 WhatsApp support button if it is available on your dashboard. 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?