Open and context
Open an incident from the order or create it from support. Products, supplier, shipment and status are added to the case automatically.
FeaturesIncident management
Every incident, one thread. Not a forwarding chain.
If a gift doesn't arrive or arrives damaged, your team can resolve the issue in a conversation linked to the order. Shipment and supplier details are there, and the customer still deals with your brand.
Already gifting with TPP
- Codere
- Captain Up
- Lottomatica
An incident comes in. It routes itself. It comes back resolved.
A case arrives from the recipient, support or tracking itself, routes to whoever can resolve it (provider, courier, customs) and returns to a single closed thread.
You face the customer. The real provider, masked.
Your team coordinates the resolution with the supplier or courier. The customer stays in contact with your brand throughout the issue.
Hover to lift the veil
Incidents resolved across borders
Reshipments, refunds and claims across 20+ countries, coordinated from one panel in your language.
Explore the panel, tab by tab
Incidents, shipments and orders — the full case context, with no tool-hopping.
The anatomy of one incident
Each incident brings together the conversation, order, priority and person responsible for resolving it.
- 1Incident threadThe whole conversation in one place
- 2Linked orderThe incident hangs off its order
- 3Priority · SLAUrgency and timing in view
- 4OwnerAssigned to whoever resolves it
Your brand in every reply
Every incident update reaches the recipient as an email under your brand, never the provider’s.
In depth
How incident management works
Each incident is linked to its order, assigned to someone and keeps a record of the steps taken to resolve it.
Routing and resolution
Assign the incident to the supplier, courier or someone on your team, with a priority and SLA. You can arrange a replacement shipment or refund from the same conversation.
Close and traceability
On close, everything is logged and linked back to the order and the charge, ready for finance and compliance.
Questions, answered.
From the order, via API, or support creates it. It is always linked to the order and its shipment.
No. Every reply and reshipment goes out under your brand; the real provider stays masked (see Order management).
Yes. Every incident carries a priority and an owner; the board reflects the timing.
They fire from the same thread, without leaving the panel or coordinating over email.
Yes. The close links back to the order and the charge, with traceability for finance and compliance.
Explore more features
See how each part of TPP works.
Close incidents in one thread, not twenty emails.
A 30-minute demo is enough to see support resolving from one panel, under your brand.
