When a customer encounters an issue with your product, they can contact you through the PrestaShop Marketplace.
This article explains how to access your support requests and how to manage them.
Create your account and access your support requests
To manage your customers’ support requests, you need a seller account that gives you access to the support request management interface.
Create your account
If you do not already have an account, create your seller account to access your support requests.
-> Creating and setting up my seller account.
Once your account has been created and activated, log in to your seller account.
Access your support requests
Your customers’ support requests are available in the “Messages” section of your seller account.
When a customer submits a support request, you will receive:
- an email notification;
- a new message in the “Messages” section of your seller account.
Please note: Requests with the “Pre-sales” tag are requests made before the product was purchased.
From each conversation, you can check the Business Care support status as well as the available information about the store where your product has been installed.
Managing a support request
Business Care support covers, in particular:
- the installation and configuration of your product;
- troubleshooting technical issues related to its use.
When you receive a support request, you must provide a personalized and sufficiently detailed response to help the customer resolve their issue.
Response time
- Your first response must be provided within 1 business day.
- Business days are Monday to Friday, excluding no days based on public holidays.
- Automated responses are not considered valid responses.
If your product has a technical issue
If the issue is caused by a technical bug in your product, you must provide the necessary fix within a maximum of 30 days following the customer's request.
Once the fix is available, update your product from your seller account so that your customers can be notified and download the updated version.
If the issue is specific to the customer and cannot be resolved, you may need to refund the customer for their purchase. The refund will also result in the termination of the associated Business Care service.
Best practices when communicating with customers
Communication with customers on the Marketplace should remain professional and courteous.
To help resolve support requests efficiently:
- use clear language and avoid unnecessary technical terms;
- clearly explain what information you need from the customer to investigate the issue;
- you can use response templates and signatures to save time.
Need access to the customer's store?
For some support requests, you may need access to the customer's store.
For security reasons, we recommend using solutions that allow the customer to remain in control of their access:
- ask the customer to create an account with limited permissions corresponding to the actions you need to perform;
- offer a screen-sharing session using a tool such as TeamViewer;
- ask the customer to provide screenshots or videos showing the issue.
When can you refuse a support request?
You may refuse a support request when:
- the request does not directly and exclusively concern your product;
- the request concerns a store other than the one where your product was downloaded;
- the request concerns an i