Support tickets and queries
What is a support ticket?
- A support ticket is a request for assistance or resolution of an issue relating to your order.
- It helps the seller track and address your concerns effectively.
How can I create a support ticket?
- You can create a support ticket by logging into your account.
- Click on the “log in” icon then select “order history” then select “orders“.
- On your Order page – select the order you would like to query
- Select “Support” from the menu on the right under Actions
- Complete required detail of the support ticket – category, priority and the issues you are having with your order or product.
- Then click “submit”
- Your support ticket will be address promptly
When can I expect a response to my support ticket?
- Stall owners strive to respond to support tickets promptly during business days – however response times may vary depending on the complexity of the issue
Can I track the status of my support ticket?
- Yes, you can track the status of your support ticket by logging into your account from your user Dashboard
- Click on the “log in” icon then select dashboard.
- On the drop down menu select “support tickets”.
- A display of the tickets you have submitted will be shown.
- Select the “view” option which is related to the support ticket you want to track.
What if I need urgent assistance with my order?
- If your issue is time-sensitive or urgent, please select the “Urgent” option under the priority field when creating your support ticket. We will do our best to prioritise your request.
How do I escalate a support ticket?
- If you’re not satisfied with the resolution provided on your initial response, you can request escalation within the support ticket. Our team will review and address the matter further. You can also contact our customer care team directly at customercare@entrepeteens.com