How to request pickup with ECOM

NOTE: As per ECOM, our contract with Toll has already ended, as a result, we will be using Hunter Express for pickups.

Please follow these simple steps when creating a ticket for pickup request with TIG/ECOM:

1. In Kayako, click on New Ticket.

2. Select the correct department. Choose General under the store where the customer bought the item that needs to be returned. Click Next.

3. Use the subject PICKUP REQUEST (ORDER ID: XXXXXXXX). Change XXXXXXXX with the correct order number.

4. Put the email address custserv@ecomfreight.com.au as the main recipient of the email.

5. At the CC section, put escalations@limei-trading.com.

6. Set ticket TYPE to COURIER/DELIVERY.

7. Set ticket STATUS to awaiting-reply.

8. Use the template from Hunter Express Pickup Request.

9. Modify the template. Make sure to provide all details required at FROM and FREIGHT DETAILS sections.

10. Add notes on the ticket (Order ID and SKU).

11. Review the email before sending, and once sent, copy the TICKET ID and note it on the backend.