Support Order management
INSTRUCTIONS FOR CREATING TICKET ON DREAMSHIP
You have an order issue? Create a ticket then we will take care of it!
When to create a Ticket?
Lost in transit - tracking not updated for more than 2 weeks (within US) and more than 30 days (International)
Return to Sender (not applied for Force verified address)
Deliver to wrong address
Package lost in mail with post office’s notice
Issues of received items
Factory shipped out wrong item (wrong design, size, color, etc.)
Defected items (torn, broken, etc.)
Missing item (received the package but one or multiple items is missing)
How to create Ticket on Dreamship
Step 1: Open Dreamship app > Orders > Order ID
Step 2: Order > Fulfillment section > Create Ticket on the item related to the issue.
(Notes: Please create ticket for the right item)
Step 3: Fill in issue-related information and request > Submit Ticket
Reason: Why you create the ticket
Requested action: How you want this issue to be resolved.
Notes: Details about the issue
Attachments: Attach proof images of the issue here. (Required for issue of defective items)
Successfully submitted Ticket shown as below:
Review Ticket: Actions > View Ticket. The issue status will be shown in the searching result when you search the order.
To manage tickets, you can choose the filter ‘Issue Status’ to see statuses of all orders.
Ticket Response from Dreamship
After being submitted, the ticket will be reviewed by Dreamship team and responded via email within 24 hours since submitted.
Once the ticket is submitted, you cannot alter ticket details. Therefore, please provide all related information when filling in the ticket to avoid delay in resolving ticket or missing information. Any further required information will be discussed via email.
The ticket response will be sent to the email address of the account used to create the ticket.
Please contact our team at [email protected] for further support.