Where should I start if I need help or encounter an issue?
Start with the Support Assistant. It can provide guidance and help resolve many common questions and issues.
What happens if the Support Assistant cannot resolve my issue?
If additional assistance is needed, the Support Assistant will collect the relevant details and create a support ticket for the Support Team. The team will review your request and follow up with further assistance.
Do I need to submit a separate support ticket?
No. The Support Assistant should be your first point of contact. If your issue requires help from the Support Team, the Support Assistant will handle the escalation and create a ticket for you.
What information should I provide when reporting an issue?
Please provide a clear description of the issue, any error messages, the steps you took before the issue occurred, and screenshots when helpful.
- Details such as item number and/or order number.
- If you cannot access your account and you need to update contact information, please provide the new information.
Providing complete information will help the Support Team investigate more efficiently.
How will I know that a support ticket has been created?
Once your issue is escalated, you will receive confirmation with a support ticket number. Please keep this number for future reference.
How quickly will the Support Team respond?
Response times may vary depending on the issue’s urgency and complexity. The Support Team will review your request and respond as soon as possible.
What should I do if my issue is urgent?
Begin with the Support Assistant and clearly describe the urgency and business impact.
Should I submit more than one request for the same issue?
No. Submitting duplicate requests may delay the response. If you have additional information, add it to your existing support ticket.