Support requests

A customer opens a support request from their account, and you answer it from Support. Each request keeps the whole conversation with the customer. From its page you answer, close or reopen it, and open a return when the customer sends an item back. Start from Support, under Orders & logistics in the main menu.

Find a request

1. Open the main menu and, under Orders & logistics, click Support. The Overview tab counts the New requests, those Awaiting your reply, those Answered and those Closed, and lists the Latest open requests.
2. Click the All requests tab. Click one of the status boxes at the top to see the requests at that stage.
3. To look for a precise request, click the Search tab, type a Reference, customer name or words of the message, then click Search.
4. Click Detail at the end of the request's row.

The request's page opens, with its Overview and its Thread.

Answer a request

1. Open the request (see Find a request).
2. Read the Thread, then click Answer.
3. On Answer the request, type your text in Message. It is plain text.
4. Click Send the answer.

The message The answer has been sent. appears. Your answer is added to the thread, the customer reads it in their account, and the request moves to answered. When the customer writes back, it comes back to waiting for your reply.

Tip — When it is turned on in the Support replies box of the Settings tab, you can type your answer in your own words, then click Write in the buyer's language: your answer is rewritten in the customer's language and put back in the box. Read it, then click Send the answer — nothing is sent before.

Close or reopen a request

Closing a request takes it out of the open list. No message is erased: the customer still reads the whole conversation in their account.

1. Open the request.
2. Click Close.
3. On Close this request?, click Close the request.

The message Request status updated. appears. To reopen a closed request, open it, click Reopen, then Reopen the request. Reopening is what lets the customer write to it again.

Open a return from a request

When a customer's request is about an item to send back, open the return from the request itself.

1. Open the request. Open a return is offered when the request can lead to a return and none is open for it yet.
2. Click Open a return.
3. Check the Reference, Customer, Topic and Item.
4. In Type, choose Withdrawal, Warranty, Wrong item or Other.
5. Click Open the return.

The message The return has been opened. appears. The customer is asked to confirm the device's serial, then to ship the parcel. The return then follows its own steps in Returns — see Handle a return.

Set your support topics

The topics are what your customers pick first when they open a request.

1. Open Support and click the Settings tab.
2. In the Support topics box, click Set the support topics.
3. Click Add a support topic.
4. Enter the topic's Name and choose its Category.
5. Click Save.

The message The support topic has been created. appears, and the topic is added to your list of topics.

Note — A topic taken off the request form keeps the requests already filed under it, and you can still filter and search them.