Customer Care Support

Replying to Customer Tickets
Replying to Customer Tickets Types of Ticket Statuses New Unread tickets, customer awaiting merchant response. Open Active tickets, c...
Thu, 19 May, 2022 at 9:33 AM
Searching for Customer Tickets
Searching for Customer Tickets Whether you’d like to quickly find all tickets still awaiting a reply, review archived tickets for record-keeping, fi...
Thu, 13 May, 2021 at 3:49 PM
Customers Redirect to Marketplace Merchants
We have introduced a process that allows a Groupon Customer Service Agent to redirect Customer to the 3rd party merchant  Typically, the customers ti...
Fri, 14 May, 2021 at 3:04 PM
Finding Escalated Tickets
Escalated Customer Tickets  Sometimes it may seem that a new or on-going Customer Ticket can no longer be located in the Gateway "Tickets&qu...
Thu, 23 Jul, 2020 at 6:29 PM
Acceptable vs. Unacceptable Replies to Customer Tickets
Merchant Standards for  Customer Communication   Communication plays a vital role in customer experience. When responding to customer tickets, you are d...
Thu, 13 May, 2021 at 11:37 AM
Accidental Damage Protection Warranties
Accidental Damage Protection  Some merchants may notice that after creating a deal in Gateway, the deal page for their product lists an option for c...
Fri, 7 May, 2021 at 3:50 PM
Customer says they haven't received an order marked "Delivered"
Order shipped with tracking: If the order is shipped with tracking information and is still within the estimated shipping time plus two business days, t...
Fri, 12 Feb, 2021 at 12:45 PM
Customer Ticketing Guide
Wed, 10 Mar, 2021 at 11:00 AM
How to Contact Your Customer
How to Contact Your Customer In some instances, merchants may need to initiate communication without waiting for a customer to open a ticket. In these s...
Thu, 13 May, 2021 at 11:58 AM
Customer Ticketing
Video: Customer Service Ticketing Presentation: Gateway Difference for Marketplace Attachments The presentation attachment...
Wed, 8 Jul, 2020 at 10:52 AM