Purpose: Learn how to manage delivery issues in the Issue Management section; track tickets, resolve claims, and use automation to handle problems efficiently.
Want early access or have questions? Reach out to your Sendcloud account manager, and we’ll get you started.
Related articles
→ Support Automation: Monitor view
Track and Solve Delivery Issues
The Issue Management section is where you take action, handling delivery problems, managing claims, and communicating with carriers.
Tabs in this section:
- My contracts: issues for shipments sent using your own carrier agreements
- Sendcloud contracts: tickets created under Sendcloud contracts
- Insurance: claims handled via XCover
You can also:
- Access to the Helpcenter
- Provide the agent login
- Create a new ticket via the
+ Ticketbuttons in the top-right - Sort and filter tickets
- Search by ticket ID or tracking number
- Export to CSV for reporting
- Set a bulk notification email for all tickets via the cogwheel icon
Summary Cards
At the top of the Issue Management view, you’ll find a set of summary cards. These provide a quick snapshot of your investigations, time saved, and refunds, helping you track progress at a glance.
Understanding the Ticket Table
Each row in the table represents a single claim:
Ticket actions include:
Solve the ticket or receive an email notification
Click on the eye icon for more details about the investigation
Use the copy icon next to the tracking number to quickly copy it.
Icons explained:
Headset: Manual ticket
They are created manually by you: either via the + Ticket button or by escalating an automated case.
Manual tickets are used when:
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Automation is not supported by the carrier or contract type
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The issue is not covered by automated flows
-
You want to provide additional context or documents directly
Sparkle icon: AI Workflow
These tickets are generated by Sendcloud’s system automatically when an issue is detected (like a delivery failure or return exception), and the carrier supports automated claim handling.
→ These follow a predefined process with minimal manual input unless escalation is needed.
- Automation depends on the specific carrier and contract combination, not on how the ticket is created. Even manually created tickets can still be processed automatically if supported. While automated solving is widely supported, automated ticket creation currently occurs primarily in the French market.
What Gets Automated (And What Doesn’t)
Automation applies only to specific types of issues. These are detected by the system and handled with minimal manual input, as long as the carrier and contract support it.
| Commonly automated issues include | Not automated (handled manually): |
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Ticket Detail View: Manual vs. AI Workflow
Manual Tickets
Clicking into a manual ticket opens the conversation thread with the carrier.
Here you can:
- Read and send replies
- Upload files
- Add internal notes
- Change the ticket status
- Assign ticket to any sub-users
- Show details of the parcel (this will redirect you to the Monitor view)
AI Workflow Tickets
Automated tickets display claim progress and allow you to escalate the issue if necessary.
- Track progress steps (e.g. Claim created, Waiting for carrier)
- When you click on "Send Message", the case is escalated to the carrier and converted from an AI workflow to a Manual ticket.
- Upload supporting documents
- AI Workflow tickets include a "What is coming next" step, helping you understand where the ticket currently stands and what will happen next.
- You can also view carrier messages by expanding or collapsing the message thread: this gives you insight into how the case is progressing on the carrier's side.