Customer Care Support
Replying to Customer Tickets Types of Ticket Statuses New Unread tickets, customer awaiting merchant response. Open Active tickets, c...
Thu, 21 Jul, 2022 at 4:48 PM
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
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
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
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 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
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
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
Video: Customer Service Ticketing Presentation: Gateway Difference for Marketplace Attachments The presentation attachment...
Fri, 8 Jul, 2022 at 12:07 PM
If a customer reaches out because they entered the wrong address at checkout, you should work with them to manage the situation and hopefully resolve the is...
Tue, 23 Feb, 2021 at 3:35 PM
