Submitting Support Tickets

When and Where to Submit a Support Ticket

If you cannot resolve your issue or question with one of our support articles found in the Merchant Success Portal, you will need to open a ticket here.

You can also find this page by selecting the "Contact Us" button on the Home page of the Merchant Success Portal.

Filling Out the Ticket Fields

"Subject" Field

Write a headline for your issue.

"How can we assist you?" Field

It is very important that you select the most relevant option from the dropdown options (see below) to ensure that your ticket is routed to the correct team for the fastest resolution.

"Where can we assist you?" Field

Once you select one of the dropdown options, you will see another dropdown with specified topics that fall under your chosen option category.

Again, it is very important to choose the option that is most relevant to you. For example, if you selected "Payment Issues" from the below dropdown, your ticket would be routed to our Accounts Payable Team. If you selected "NCCR/Chargebacks", your ticket would be routed to our Compliance team.

"Additional Information" Field

Please outline your issue as clearly and with as much detail as possible so that we can reach a resolution as quickly as possible. If needed, please attach any necessary files or images that may help explain your issue.

Response Time

You should receive a response to your ticket within two business days. Please do not submit multiple tickets for one issue.

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Metric	Description	Score	Goal
Overall Performance	Overall Scorecard Health		100%
Tracking Uploaded On-Time Rate	The rate at which orders receive a tracking number upload from the merchant within 2 business days of the order being placed.		>98%
Tracking Movement On-Time Rate	The rate at which an order's tracking number shows movement on the carrier's website within 3 business days of the order being placed.		>97%
Cycle Time	Average time elapsed between the date an order is placed, and the date that order is marked delivered.	Days	<6 Days
Customer to Merchant On-Time Response Rate	The rate at which tickets and messages created by customers receive a response within 1 business day.		>95%
Cancellation Rate	The rate at which orders placed are then cancelled by the merchant prior to tracking upload.		<0.5%
Return Rate	The rate at which successfully placed orders are returned/refunded after tracking has been uploaded.		<0.5%
Customer to Groupon Contact Rate	The rate at which orders received by the merchant result in customers contacting Groupon Customer Service.		<1.4%
Customer to Merchant Contact Rate	The rate at which orders received by the merchant result in customers opening a ticket to contact the merchant directly.		<3.6%
Customer Satisfaction Score	The rate of customers indicating satisfaction with their merchant’s customer service following a ticket being marked “Solved”.		>70%

Metric

Description

Score

Goal

Overall Performance

Overall Scorecard Health

100%

Tracking Uploaded On-Time Rate

The rate at which orders receive a tracking number upload from the merchant within 2 business days of the order being placed.

>98%

Tracking Movement On-Time Rate

The rate at which an order's tracking number shows movement on the carrier's website within 3 business days of the order being placed.

>97%

Cycle Time

Average time elapsed between the date an order is placed, and the date that order is marked delivered.

Days

<6 Days

Customer to Merchant On-Time Response Rate

The rate at which tickets and messages created by customers receive a response within 1 business day.

>95%

Cancellation Rate

The rate at which orders placed are then cancelled by the merchant prior to tracking upload.

<0.5%

Return Rate

The rate at which successfully placed orders are returned/refunded after tracking has been uploaded.

<0.5%

Customer to Groupon Contact Rate

The rate at which orders received by the merchant result in customers contacting Groupon Customer Service.

<1.4%

Customer to Merchant Contact Rate

The rate at which orders received by the merchant result in customers opening a ticket to contact the merchant directly.

<3.6%

Customer Satisfaction Score

The rate of customers indicating satisfaction with their merchant’s customer service following a ticket being marked “Solved”.

>70%

Submitting Support Tickets

's Scorecard