AAFES Support Tickets Process

If you ever have an issue with an AAFES order, you can send them a support ticket, or “case”. Some examples of reasons to create a case are:

• Rush POs that need to be assigned to carrier ASAP
• Carrier isn’t responding to requests for pickup
• PO isn’t visible in OTM routing site
• PO needs to ship from a different location than SHW warehouse (5131 Shawland Rd, zip 32254)

Once you log in, click on Case along the top right bar & select “Create Case”

Enter the priority level (most cases are going to be level 3 or 4; level 1 notifies everyone that monitors these tickets, so use very sparingly)

Enter the subject, description, and any attachments just as if you were write an email, then click “submit”

(I recommend copying the description you write here and either entering it again as “additional comments” once the page saves or sending yourself an email with it, because their website doesn’t leave this part visible to refer back to)

An automatic email will be sent to shwshipping@advantus.com saying a case has been created. Any additional updates to the case that they make will come through as emails as well.

To check back on a ticket you submitted, leave additional comments, or respond back to them etc, click on Case along the top right bar & select “My Cases”

Find & click on the case listing (it will have a status here as well that is sometimes helpful)

On the case/ticket, you can add extra comments in the box at the top. Note, once a case is closed (like the example below) no one at AAFES will be notified of any additional comments, so if needed you would have to create a new case and refer to the closed case #.

You can also close cases yourself if needed (open cases will have a “close” button to the side)