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eCommerce Shop Merchant Manual - Support Desk / Customer Support

Customer Support

The system has built-in modules to handle customer support. A complete inbox module where you can receive, send and draft messages. Disputes and Refunds module to handle the disputed orders.

- Messages

The message module is design to communicate with customers. You can only send messages to customers and customers can also send you messages.


SUPPORT DESK - MESSAGES
 

 
Send an Email Template

To send a saved email template to choose to SEND A TEMPLATE when you send a compose a new message.

If the portal allows you to create email templates, then the option will be here: SETTINGS - EMAIL TEMPLATES.
Email templates can be in plain text or HTML markup text.

- Disputes

A customer can open a dispute to an order if they’re not satisfied with your item. Initially, a dispute will come to you, handle each dispute carefully because it’ll affect your reputation on the marketplace. If you can’t provide a solution or if the customer is not satisfied with your solution, he/she can appeal the dispute. At this point, the marketplace support team will get in to solve the issue.
 
TIPS! It’s recommended to solve the issue with customer politely and honestly.
 
SUPPORT DESK - DISPUTES

 
Info! Only the Topaz eCommerce support team can change the status of appealed disputes.

- Refunds

When a customer opens a dispute he/she can also request for a partial or full refund of the order total. You can also initiate a refund for an order from your admin panel.

If you have proper permission, you can either approve or decline the refund request in this section.
 

SUPPORT DESK - REFUNDS

Info! Initiating a refund will now proceed the actual refund to the customer. You still have to send the money by yourself.



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