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Submitting a complaint by order and position

Useful when you know the order number and do not have the glass label at hand. You submit the complaint directly for a specific position.

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  1. Open Orders

    In the menu on the left click “Orders”.
    Tap the menu (three lines in the top left corner) and choose “Orders”.

  2. Find the order

    Type the order number or your order name into the search and click the order number.
    Type the order number or your order name into the search and tap the order number.

  3. Open the position

    In the order detail scroll down to the list of positions and click the name of the position you are complaining about. You can also search positions by your own name.
    In the order detail scroll down to the list of positions and tap the name of the position you are complaining about. You can also search positions by your own name.

  4. Start the complaint

    In the position detail click “Submit Complaint”.
    In the position detail tap “Submit Complaint”.

  5. Fill in and save

    Adjust the number of pieces, describe the defect, choose the requested resolution, check the contact e-mail and add photos of the defect. Click “Save” — you will then find the complaint in the Complaints list.

Not working?

I cannot see the “Submit Complaint” button

Your account is not allowed to submit complaints. Ask your ISOTHERM sales representative to enable it.

The portal says the position already has a complaint

A complaint has already been submitted for this position — the warning shows who submitted it and when. If this is a new case, confirm that you want to continue. You will find the earlier complaint in the Complaints list.

The form does not accept the e-mail

Enter only one address into the contact e-mail. Several addresses separated by a semicolon can be entered when submitting by scanning the label.

I have the glass label at hand

It is faster to use Submitting a complaint by scanning the label — the portal finds the order and position from the barcode itself.

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