Ahmad’s inbound shipment FBF-284117 was received, but the app shows 17 units activated where he shipped 20. Three units of CF-250-COL are unaccounted for. This example builds the kind of ticket that gets resolved in one round-trip.
Starting point
Before opening the wizard, Ahmad gathers his evidence: three photos (the packed boxes before handover, the carton labels, the shipment summary screen) and his packing list as a PDF. The form accepts up to 5 attachments, 10 MB each (images, PDF, text and document files). One ticket, one issue — he resists bundling an unrelated question into the same ticket.
Navigation path
Support›New Ticket
Steps
- Open Support›New Ticket and choose category Shipping & Fulfillment, reason FBF Inbound Issue, sub-reason Missing items in inbound shipment.
- If a suggested-answer block appears, skim it — if it doesn’t solve the issue, continue to the form.
- Write a description that answers what, when, and which IDs: “Shipment FBF-284117, submitted 2026-07-08, received 2026-07-10. I shipped 20 units of CF-250-COL across 2 boxes (12 + 8). The app shows 17 units activated. 3 units are missing. Box labels were attached per attestation; photos and signed packing list attached.”
- Attach the 3 photos and
packing-list.pdf, fill the required business-country field, and click Submit Ticket. - The success screen shows the reference — e.g.
TKT3F8A21BC— and the ticket page shows a first-response time banner. - When support replies asking which box held the missing units, the status turns
WAITING_ON_SELLER— Ahmad answers promptly from the ticket thread, which moves it back into support’s court. - On the fix (units located and activated), support marks the ticket
RESOLVED. Ahmad verifies his stock now shows 20, rates the experience 5 stars, and lets it close.
What you should see
Replying is blocked once a ticket is RESOLVED or CLOSED. If the problem was not actually fixed, use Reopen Ticket — available for up to 7 days after resolution/closure — instead of opening a duplicate.
A common mistake
A one-line description — “units missing, please check” — with no shipment number, no counts, no attachments. Every missing detail costs one full round-trip: support asks, the ticket flips to WAITING_ON_SELLER, a day passes. The template above (what happened, when, exact IDs, counts, evidence attached) is the difference between one exchange and five.
When to contact support
This whole example is the support path — so the meta-advice: open the ticket as soon as the discrepancy is confirmed in the app (activated count ≠ shipped count after receiving completes), not weeks later when evidence is stale. And if the resolution doesn’t hold — stock drops back — reopen within the 7-day window rather than starting a new thread that loses the history.