How to Open and Manage Support Cases
Version: v1.1
Last Updated: June 14, 2026
How to raise an issue with the BookMaMe team and track it to resolution. This shared guide applies to all partner types.
When to open a support case
Open a case when you need the BookMaMe team to act on something, for example:
- A disputed order or booking
- A settlement / finance query (payout missing or wrong)
- You're not receiving notifications for new orders
- Your delivery company is unresponsive
- A wrong account setting you can't fix yourself
- Suspected fraud or a safety concern
Opening a case
- In the relevant partner module, go to Support → Open a case (or use the Help action on a specific order/booking)
- Select the issue type
- Attach the relevant order or booking reference
- Describe what happened and add evidence
- Submit
📸 Screenshot: Create support case form with issue type selector
What to include
The more you provide up front, the faster the resolution:
| Issue type | Include |
|---|---|
| Order dispute | Order reference, what went wrong, screenshots |
| Settlement query | Settlement/order reference, expected vs. actual amount |
| Notifications | When it started, device/app used |
| DC unresponsive | Order reference, what you've already tried |
The support inbox — viewing your cases
Find all your cases under Support → My Cases.
📸 Screenshot: Partner module — Support section with case list
Case status labels
| Status | Meaning |
|---|---|
open | Submitted, awaiting first response |
under_review | The team is investigating |
awaiting_partner_response | The team needs something from you — reply to proceed |
resolved | A resolution has been provided |
closed | The case is finalised |
Reading a case thread
Open a case to see the thread — messages from the BookMaMe team and your replies in chronological order, with any attachments.
Replying to a case
Add a message or attach evidence to an existing case from the thread. When a case is awaiting_partner_response, the team is waiting on you — reply promptly to avoid delays.
📸 Screenshot: Case thread with reply input
Re-opening a resolved case
If the issue recurs or the resolution wasn't satisfactory, re-open the resolved case rather than starting a new one — it keeps the full history together.
After you submit
- Expected first response time: (team to fill in)
- You're notified (push/email per your preferences) when the team updates your case
- On supported Partner Portal builds, the update may also appear in the in-app notification inbox
Escalating an unresolved case
If a case isn't progressing, you can request escalation from within the case after the standard response window has passed. Explain why it's urgent and reference the case.
Emergency contact
For genuine emergencies — a safety concern, a security/fraud incident in progress — use the urgent contact channel provided to partners (team to fill in) rather than a standard case, which is handled in normal queue order.