Escalated Customer Tickets
Sometimes it may seem that a new or on-going Customer Ticket can no longer be located in the Gateway "Tickets" portal.
This generally indicates the ticket has been “escalated” to Groupon Customer Service due to merchant unresponsiveness-- but “Escalated” tickets can and should still be handled by merchants to avoid further penalty to their account.
This article will explain how to find your "Escalated" tickets, and how to avoid tickets becoming escalated in the first place.
Still can’t find your ticket?
If you still can’t find your ticket after using the “Escalated” filter in Gateway, please open a new ticket on the Merchant Success Support Portal, following the steps listed below:
Set the subject line to “RE: Gateway - Missing Customer Ticket”
In the body of your ticket, provide as much of the following as possible…
The associated Order ID (beginning with “GG-...”)
The approximate date this ticket was last accessed
Supporting screenshots (related e-mails, ticket portal view, error messages, etc.)