This article provides guidance on reporting an order problem, such as a production error or delivery issue, through the Gelato platform. It outlines the steps for reporting an issue on the Order Detail page and includes information required for a comprehensive report.
Reporting an Order Problem
If you encounter a problem with your order that you're unable to resolve independently using the Gelato Dashboard, you can easily report it directly on the Order Detail page.
Follow these steps:
Access the Order Detail page for the specific order you want to report an issue with.
Locate and click the "Report Problem" button at the top of the page.
Select the specific type of issue you're encountering with the order from the available options.
Provide a detailed description of the problem, including relevant context and any troubleshooting steps you may have already taken.
Attach any supporting photos or documents that are relevant to your claim. This will help expedite the resolution process.
Once you've submitted your report, our team will review the information provided. We will respond to you via email once the report has been verified.
Contact Customer Support
For additional assistance, you can contact Customer Support via chat. Please provide the following information to expedite the process:
Gelato Order ID
A detailed description of the issue
Supporting photos of the issue (mandatory for production issues)
Read more about common order issues.