To have access to support, the customer must have a valid Business Care subscription for the corresponding product and URL.
Communicating with your customers
A few points to bear in mind when communicating with customers:
- Exchanges on the marketplace are B-to-B, and must therefore remain professional and courteous.
- Try to be as clear as possible when asking for information that will help you solve your customers' problems, as they may not be comfortable with overly technical terms.
- You can set up automatic response and signature templates to simplify the drafting of your responses.
Accessing the customer's store
Occasionally, you may need to access a customer's store to help them configure and resolve their support request. However, for security reasons, not everyone will be comfortable with this request.
Several solutions are possible to reassure customers and reach a compromise:
- Remind customers that they can create access with limited permissions (be careful to specify the permissions you need).
- Instead of ftp access, offer screen sharing via a tool like Teamviewer.
- Encourage the customer to share screenshots and/or videos of the problem encountered.
FAQ:
When can a merchant request a refund?
Any customer complaint regarding the functioning of your products is forwarded to you via your partner account messaging system.
According to the General Terms of Use, your customers are eligible for a refund, up to one (1) month after purchase of the product, for at least one of the following reasons:
- The product has not been downloaded.
- The product is not working properly (in the case that the Customer has previously contacted you for after-sales service).
Please note: The refund of a product systematically entails the refund of the associated Business Care subscription, as well as its termination.
How do I make a refund?
Refunds can only be accepted up to 6 months after the date of purchase.
When replying to your customer:
- Click on the $ icon to the right of the message field,
- Select the reason for the refund from the list,
- Send your message.
This way, the merchant and PrestaShop customer service will receive your agreement to refund the order.