Track Orders

The Bronze Hub is your control center for visualizing, understanding, and managing the incidents of each order. It allows you to review what happened with an order and dispute unfair claims, all supported by the evidence you generated from Tracker.

With Bronze Hub, you can:

• Order visualization and management:

◦ Access all your orders in one place.

◦ Filter and sort orders according to different criteria to facilitate management.

◦ Observe the status of each order in real time, from its reception to the final
delivery.

• Operational supervision:

◦ Get full visibility over the preparation and shipping process.

◦ Ensure that each order is managed correctly and on time.

• Automated and manual claims management:

◦ Manage and dispute claims easily across all your sales channels. (This
section is detailed in the "Manage Refunds" article).

Next, we explain step-by-step how to use this tool to optimize the management of your orders and claims

1. General View:

◦ Once logged into the Hub, you will see on a single screen all managed
​ orders and their different statuses.

2. Order Search Engine:

◦ Go to the 🔍 Order Search Engine section.

◦ You can search for orders by date and order code.

◦ You can also filter by "problem," dispute status, brand, or aggregator.

◦ It is possible to filter orders by "Refunds" or "Negative ratings".

◦ For Glovo and Uber, this same filter helps you search for "Incorrect AI
​ Verification" for all aggregators.

◦ Remember to remove the selected filter (in the case of the date, you must
erase the date) if you wish to filter by another reason.

3. Order Information:

• Upon selecting an order, you will be able to see:

◦ The photos that were taken of the order.

◦ The dispute status and the AI verification.

◦ The product summary and the dispute history.
​

4. How to initiate disputes about an order from Bronze Hub:

• Automatic Disputes:

◦ All claims from Glovo and Uber with a refund for "Missing Items" (MI), which have a "Correct AI Verification" (✅), will be disputed automatically.

• Manual Disputes:

◦ For the rest of the claims, you can review them and initiate a dispute
​ manually.
◦ Steps to initiate a manual dispute:

1. Search for the order with a "Refund" problem and with a "No Dispute"
status.

2. Check the photo, the ticket, the order content, the AI verification, and
​ the reason for the claim.

3. If you decide to dispute, click the "Send to Glovo/Ubereats" button.

4. Confirm the 8-digit order code.

5. You can review the text that is sent and add more information if you
consider it appropriate.

6. Click "Send to Glovo/ Send to Uber".

7. When the aggregator responds to your claim, the dispute will be marked
as "Won" or "Lost".

5. How to review open or lost disputes:

• You can filter open disputes with the "Status" filter found in the upper
section.

• By selecting "With dispute", you can see all initiated disputes.