How to handle customers’ requests via the Vendor Cabinet?

admin May 1, 2017
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This article contains short instructions and recommendations for handling customers’ requests.

We are constantly working on improving user experience and recently added an option to process support requests directly in a user cabinet. This will help you support your products easier.

I. Support request submission

Once a buyer creates a ticket request (using the “Create ticket” button), it will appear in the “Tickets to me” tab of the Support section in the vendor cabinet. After that, a vendor will be able to reply to it by typing a reply in the text field and pressing the “Send” button.

In the same way, a vendor can submit a support request using this form (valid order ID is required).

II. Grammar and Style

Please stick to the business English style, common grammar and punctuation rules. In order to make your communication with customers smooth, and provide customers with the highest level of service, avoid using informal language and colloquial expressions.

III. Recommended Response Time

Recommended response time to customers of TemplateMonster marketplace is up to 24 hours. Recommended response time for addressing complaints and refund requests is up to 12 hours. Overall quality of vendor’s support and buyer’s satisfaction will directly influence vendor’s support quality index (SQI).

If it happens that vendor will not reply to customer’s request in a timely manner (within 48 hours), the Customer care representative of the marketplace can contact the author directly.

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