If customers have queries, complaints or other concerns about their orders, a ticket is created for the corresponding order via the ticket system. As a seller, you need to process these tickets as quickly as possible to ensure that your customer service KPIs are optimised. You can find out more about this on our Service Performance page.
In the Seller Portal, go to Ticket Management in the menu and then to Tickets.
The tickets are divided into three different statuses:
You can find your tickets on the Tickets page in your Seller Portal. Each ticket has an 11-digit ticket number. You can search for individual tickets by entering the order number or ticket number in the search field. You can also filter the tickets by topic and time period.
If you move the mouse over a ticket, the “Show order details” and “Process ticket” options are displayed. You can also click directly on the ticket to process it.
Customer enquiries can be processed directly in chat format. You will find all the information you need on the ticket processing page.
Under “Select action” you can choose between the following actions:
If you are unable to help the customer, you have the option of contacting our 1st level Customer Support, who will then take over further communication with the customer.
Please avail of our 1st level Customer Support if:
Here’s how to directly link 1st level Customer Support with a ticket:
You can use text modules to process recurring customer enquiries quickly and easily. In the Seller Portal, go to Ticket Management in the menu and then to Text modules.
Here you can create your own text modules for each sales channel, which you can integrate into your tickets with a single click. If you have opened a ticket, you will find your text modules below the message box. Click on the text field to display the option.