Order Issues is your self-service hub for anything that's gone wrong with a fulfillment. If an order is stuck, a supplier has flagged a problem, an item is out of stock, or a customer received the wrong thing, it shows up here. You can see exactly why an order is on hold, respond to supplier requests, submit your own issues, and track resolution status, all without reaching out to support.
Zendrop Fulfillment orders only
Order Issues is available exclusively for orders fulfilled by the Zendrop Fulfillment supplier. Orders sourced through other suppliers on Zendrop aren't eligible for this feature.
Finding Order Issues
From the left-hand menu, select Order Issues. It's a dedicated section in the navigation, listed directly below Orders. This opens the Order Issues page, where you can view, filter, and manage every flagged order.
Filtering your issues
Filters help you zero in on the orders that need your attention.
Raised by
Use the toggle at the top of the page to filter issues by who raised them:
All — shows every issue, regardless of who submitted it.
Raised by Myself — shows only issues you submitted.
Raised by Supplier — shows issues your supplier raised on an order. This is important: suppliers flag issues when they can't fulfill an order without more information from you, or when a problem has come up on their end (like an item going out of stock or an order needing review). These require your attention even if you didn't submit anything yourself.
Date range
Use the date dropdown to narrow results by when the issue was created. Your options are:
Today
Last 7 days
Last 30 days
Custom, set your own start and end dates
Order number search
Type an order number directly into the search bar to pull up a specific order instantly. This is the fastest way to find an issue when a customer reaches out with their order ID.
Issue type
Filter by the nature of the problem. The available issue types are:
Modify customer info
Cancel order
No tracking information (available only for orders that are processing)
No tracking updates (available only for orders that have been shipped and have a tracking number assigned)
Last-mile delivery failed
Delivered to wrong address
Returned in transit
Damaged item received
Item missing
Wrong item received
Returned to warehouse
Out of stock
Confirm product
Confirm order
Contact courier
Tracking codes updated
Change shipping method
Others
Issue status
Filter by where the issue stands in the resolution process:
Status | What it means |
Needs attention | Action is required from you before Zendrop can proceed. |
Awaiting processing | The issue has been submitted and is in the queue. |
Awaiting confirmation | Zendrop needs your confirmation to move forward. |
Processing | Zendrop is actively working on resolving the issue. |
Processed | The issue has been fully resolved. |
Order status
You can also filter by the current status of the order itself:
Canceled
Delivered
Fulfill order
Fulfilled via Shopify
On hold
Processing
Shipped
For more on what each status means, see A Guide to Order Statuses on Your Zendrop Dashboard.
Note
If an issue shows a status of "Needs attention," open the details immediately. These require your input before Zendrop can act.
Creating a new issue
Important: Issues can only be created for fulfilled orders. If your order hasn't been fulfilled yet, it won't be eligible for an issue submission.
Don't see a flagged issue but know something went wrong? You can raise one yourself. Click Create issue at the top right of the Order Issues page.
A form will appear asking you to select an issue type from the dropdown. After selecting the type, fill in all relevant details. The more specific you are, the faster the resolution.
When submitting an issue, include:
The correct order number.
A clear description of the problem.
Photos or screenshots if the issue involves a damaged, missing, or wrong item.
Any relevant customer messages or delivery confirmations.
Note
Incomplete submissions slow down resolution. Include images and supporting evidence upfront, don't wait to be asked.
What happens after you submit
Once submitted, your issue moves into the queue with an Awaiting processing status. Zendrop's fulfillment team will review it and reply directly in the issue thread, you'll see their response in Order Issues when you open the issue. They typically respond within 24–48 hours on weekdays, excluding public holidays. Watch for status changes to Needs attention or Awaiting confirmation, as these mean the team needs something from you before they can move forward.
Check Order Issues regularly if you're running high order volumes. A Needs attention flag that sits unanswered delays the order, catching it early means faster resolution and a better experience for your customer.