Support desk and fraud numbers: merchant tickets and customer screening
How a delivery company receives merchants' tickets, replies and changes status, how to check a customer's number and add reports on suspicious numbers.
Last updated 22 October 2026 · Last verified 22 October 2026
Purpose#
This page covers two places in the delivery-company panel for support and shipping safety: Tickets & support, where your company receives its merchants' tickets and answers them, and customer and fraud screening («فحص الزبائن والاحتيال»), where you check a customer's number before shipping and add reports on suspicious numbers. Opening a ticket from the merchant side is explained in the guide "Support tickets: open one and follow the reply".
Who can access it#
| Screen | Permission required |
|---|---|
| Tickets & support menu item | support_read (a ticket opens only for the people it concerns) |
| Open a new ticket to the platform | support_create |
| Reply to a ticket | support_reply |
| Delete a ticket | support_delete |
| Customer and fraud screening | fraud_read; to add a report fraud_create, to edit fraud_update, to delete fraud_delete |
Admin, in-charge and hub accounts are the ones that receive merchants' tickets. Giving an account the reply permission does not widen what it sees: it sees only tickets of its own company's merchants. Someone without support_reply is sent back to the home page when pressing Send reply.
The ticket list#
The page has two tabs: Inbox, the tickets of your company's merchants, and My tickets, your own tickets to the platform team (the super admin receives them and does not open tickets). The number of open tickets shows on each tab. The list shows Not closed by default, with status buttons and their counts above it: Awaiting reply, Processing, Resolved, Closed and All, and a box to search by subject or ticket number. Waiting and in-progress tickets come first, then the latest activity, 15 per page. To open a ticket to the platform press New ticket.
Answer a merchant's ticket#
Open the ticket
From Inbox press the ticket. The Ticket details card shows the status, priority, type, Opened by and the company, and Email and Mobile appear only to whoever answers the ticket.
Read the conversation and write a reply
Type in the reply box (up to 5000 characters; HTML tags are removed) and optionally attach a file (jpg, jpeg, png, webp, gif, pdf, doc, docx, xls, xlsx, csv or txt, up to 5 MB). Then press Send reply. Your replies carry a Support team badge.
Change the status
Your first reply moves the ticket to Processing automatically. From the Change status card you set any other status, and you can close it or press Reopen. If the merchant replies to a Resolved ticket it goes back to Processing.
Delete if you must
The Delete ticket button appears for whoever holds
support_deleteand removes the ticket with all its replies.
A closed ticket accepts no replies until it is reopened. In the notification bell you get New ticket when a merchant opens one; once you have replied to a ticket, later replies on it show as New reply on a ticket, and replies on your own tickets show as Reply to your ticket.
Customer screening and fraud reports#
Check a number
Open «فحص الزبائن والاحتيال», type the number in the box headed «فحص رقم زبون» (Check a customer's number) and press «افحص» (Check). The same check appears by itself under the recipient's mobile field when a parcel is created in the merchant panel and in the company's classic parcel form.
Add a report
Press (+) in «بلاغات شركتي (أرقام مشبوهة)» (My company's reports (suspicious numbers)) and fill Phone, Name and Details (required) and Tracking ID (optional), then Save.
Edit or delete
Use the row's actions menu, according to
fraud_updateandfraud_delete, and only for reports recorded under your company.
How the check reads: the system matches the last 9 digits of the number (so 0933…, +963933… and 963933… match), and needs at least 7 digits. The result starts with «انتبه» ("Attention"), shown in red, when there is at least one report on the number; with «تنبيه» ("Notice") when the customer returned two or more parcels at a rate of 50% or more of the finished ones; otherwise «زبون معروف» ("known customer") or «زبون جديد» ("new customer") appears. You see the result and the alert level; the text of a report is shown only for your own company's reports or your own.
Common mistakes#
- Writing sensitive information in Details. Keep Details to brief facts and avoid unnecessary personal data.
- Opening a ticket from a super admin account. The page says "The super admin receives and answers tickets; it doesn't open them."
- Replying to a closed ticket. The message is "The ticket is closed — reopen it to add a reply."
Limits and permissions#
- A merchant's tickets go to the staff of the company the merchant belongs to. An independent platform merchant's tickets do not reach you.
- Closing and reopening belong to the ticket's owner or whoever answers it, while the other statuses are set only by whoever answers; the text of a ticket cannot be edited after it is opened.
- There is no live chat; the conversation is by tickets only.
- The inline check under the recipient's mobile field in parcel forms is limited to 60 requests per minute; the check box on the screening page is an ordinary page request with no separate limit.