If a shopper has filed a report due to issues with their order, it's important that you take action immediately and do your best to resolve the situation.
Please note that if the shopper is not happy with the outcome of the resolution, they may escalate it as a dispute directly with the payment provider, which can result in a chargeback.
What you can do
Contact the customer
You can reach out directly to the customer to address the issue by clicking on the "Respond to shopper".
If the problem is about shipping time or tracking number, we strongly recommend that you reach out to the shipping carrier.
Refund the order
You have the option to refund the order to resolve the situation and ensure that the shopper becomes satisfied.