This article contains short instructions and recommendations for handling customers’ requests.
We are constantly working on improving user experience and recently added an option to process support requests in our ticket system. This will help you support your products easier.
1) Support request submission
Once a buyer creates a ticket request (using the “Create ticket” button), it will appear in the vendor department of the support ticket system. In your vendor department you will be able to manage and reply tickets submited by the customers. Once you receive a new request you just need to click the selected ticket to open it, type a reply and then press the “Send” button. During reply you will be able to select an appropriate ticket status. We recommend keeping it as “Open” untill problem is fully resolved and customer confirmed it.
2) Grammar and Style
Please stick to the business English style, common grammar and punctuation rules. In order to make your communication with customers smooth, and provide customers with the highest level of service, avoid using informal language and colloquial expressions.
3) Recommended Response Time
Recommended response time to customers of TemplateMonster marketplace is up to 24 hours. Recommended response time for addressing complaints and refund requests is up to 12 hours. Overall quality of vendor’s support and buyer’s satisfaction will directly influence vendor’s support quality index (SQI). Failure to provide proper level of support may result in disabling your vendor account at Templatemonster.
If it happens that vendor will not reply to customer’s request in a timely manner (within 48 hours), the Customer care representative of the marketplace may contact the author directly.