How do I report a repair on the IceRiver website?

How do I create a maintenance work order?

1. Visit the Iceriver official website (https://www.iceriver.io/ or https://www.iceriver.io/zh/my-account/repair-ticket/).
2. You can view the website in English by clicking the button in the top right and selecting “English”.
   
3. You can click “My Account” to log in with your credentials. If you don’t have an account, you can sign up.
   
4. When you log in, the maintenance work order creation page will automatically appear.
5. Click “My Repair Tickets” on the left.
   
6. Now click on the “Create Repair Ticket” button. Click the “Add Device” button. Select the drop-down menu to enter device details and quantity.
   
7. After providing your machine details, select your country and start providing your contact details.

How to track a delivered package?

Iceriver repair support team is very efficient with a dedicated tracking system. Here’s how to track your repair order:

• Please enter the tracking number found on the shipping label. Tracking number can only be used once. So please make sure you enter it correctly.
• If you do not have the exact tracking number, please enter today’s date and time. It will be updated with the tracking number later.
• You must update your repair order’s tracking number within 7 days of the repair order being created.
• Select your country/region and the system will automatically direct you to the nearest Iceriver repair center.

NOTE: Iceriver Repair Center must receive the defective product within 15 days of creating a repair ticket. Otherwise, the warranty period is officially invalid.

Once you have completed providing all the details and submitted, you will see the next page that says Operation Success. This means the work order has been created successfully.

Once you have completed creating a work order number, you can click on the number to view work order details.

How do I check the status of my maintenance order?

After sending your device for repair, you can track your delivery package via the website http://www.17track.net/en. Your package will go through various customs clearance procedures before reaching your respective Iceriver repair center.

Once the package arrives at the Iceriver repair center, the work order status will be updated to “Received, Repairing.”

Here are some terms and meanings for you while checking package status:

• Created – Indicates that Iceiver has not yet received the package.
• Received, Repairing – This means that Iceriver has received your package and is working on it.
• Repair completed, settlement in progress – Icer River has confirmed and completed the repair and is estimating the repair cost. (If the machine is within the warranty period, the customer does not need to pay any fee.)
• Sent Back – This means that Iser River has sent the repaired product back to the customer.
• Closed – Indicates that the customer has signed for the returned package and the work order is considered complete and closed.

For any questions or support, users can contact Iceriv through their official contact details.

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