When your customer encounters a problem using your product, he will open a support ticket via the contact form provided on the PrestaShop Marketplace.
As a result, you will receive both an e-mail notification and an incoming message in the "Messages" tab of your partner account.
Please note: those with a "Pre-sale" tag only concern requests prior to the purchase of the product.
In an open ticket, you can check the status of Business Care support in the information bar at the top of the conversation (as well as all useful information about the store where your product was previously downloaded).
Messages interface on your partner account
FAQ
What type of support request can I receive?
Business Care support covers questions about installing and configuring a product, as well as solving technical problems related to its use.
- In the event of a technical bug with your product, you are expected to make all necessary corrections to resolve any anomalies within a maximum of thirty (30) days following the customer's request. In this case, the expected action would be to update the corrective patch for your product from the partner account - so that all your customers receive the notification and can download this update.
- In the event that the problem encountered is of a singular nature and cannot be resolved, the default solution would be to refund the customer's purchase price (which will also result in termination of Business care).
⚠️ Your first response should take less than 1 working day (**working days = Monday to Friday, regardless of public holidays). It is understood that the response to be given to customers must be personalized and provide sufficient information. Automatic responses are not considered valid.
When can I refuse a request for assistance?
You have the right to refuse a merchant's support request in the following cases:
- The customer's complaint does not relate directly and exclusively to the product concerned;
- The customer's request relates to a Merchant Site different from the one on which the product was previously downloaded;
- The customer's request relates to an intervention on the Merchant Site or concerns Third-Party Services;
- The version of the Solution used for the Merchant Site does not correspond to the compatible versions declared on the module/theme product sheet at the time of purchase;
- The Merchant Site includes additional developments that are contrary to and incompatible with the installed product;
- The customer has made specific developments or modifications to the source code or source files of the PrestaShop product or solution.