The Customer Support section can be accessed from the navigation menu of the Seller Interface and enables you to manage support tickets and assist customers throughout the issue resolution process.

Through this section, you can:

• View all customer support issues assigned to your organization.
• Prioritize responses based on SLA (Service Level Agreement) requirements.
• Review customer conversations and ticket history.
• Reply to customers directly from the platform.
• Manage refunds.
• Generate return labels.
• Request ticket topic changes.

Ticket Views

The Customer Support homepage provides an overview of your ticket queues and daily workload.

The following views are available:

• My Assigned Tickets:  all tickets currently assigned to you, regardless of their status.
• New: tickets containing a customer's first message that have not yet received a reply from you. These tickets should be prioritized to ensure a fast first response and a positive customer experience.
• Waiting for answer: tickets where the first reply was already provided by you and the customer subsequently replied.
• Urgent: tickets that are being co-handled by the refurbed Special Support Team and have recently received an update. These tickets require close attention and timely follow-up.
• Close to Overdue: Tickets that are approaching the SLA deadline and are at risk of becoming overdue. Responding promptly helps prevent SLA breaches and avoids negative impacts on your Seller Performance Score.