Something went wrong with an order, a missing item, a failed delivery, or a customer who needs their address updated. The Issues tab in Zendrop is where you handle all of it. You can filter, track, and submit order issues without guesswork, and Zendrop routes each one to the right resolution path.
Finding the Issues tab
From the left-hand menu, go to Orders. At the top of the page, you'll see three tabs: All, Ready to Fulfill, and Issues. Select Issues to see every order that has a flagged problem.
Filtering your issues
Four filters help you zero in on the orders that need your attention.
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
No tracking updates
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 information, please refer to our guide: A Guide to Order Statuses on Your Zendrop Dashboard.
Viewing issue details
Once you've found the order you're looking for, click Details on the right side of the order row. This opens the full issue view, where you can see what's happened, what's needed, and any notes or updates from Zendrop's team.
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
Don't see a flagged issue but know something went wrong? You can raise one yourself. Click the Create Issue button at the top right of the 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 team reviews it and updates the status as they work through it. Watch for status changes to Needs attention or Awaiting confirmation, as these require a response from you to keep things moving.
Keep an eye on the Issues tab regularly, especially if you're running high order volumes. Catching a "Needs attention" flag early means faster resolution and happier customers.