Instruction For Vendors
To allow a customers to send product-related queries and issues, the vendor needs to enable the support button display on his store page.
- To do this, navigate to Vendor Dashboard → Settings → Store.
At the very bottom of the page, you will get two new fields:
- Enable Support: You need to check the box for using store support feature.
- Support Button Text: You can modify the store support button text from here.
After configuring, click on the Update Settings button.
2. A Support menu will also appear in the vendor’s dashboard.
To view this, go to Vendor Dashboard→Support.
3. After clicking on the Support menu, vendors will get to:
- View all their tickets under All Tickets.
- Filter them by Open Tickets and Closed Tickets.
- View Status and Title of each ticket, Customer’s name, Date when the ticket was created and also the Topic/order number.
- Close or Re-open a ticket directly from the Actions column with or without responding to the ticket. This action can be done from all 3 tabs – All Tickets, Open Tickets, and Close Tickets.
4. To respond to a customer’s ticket, just click on the Topic or Title. This will open up a new page.
From here you [the vendor] can write your reply to your client in the given box.
You can also change the status of the ticket using the drop-down.
5. Vendors can add as many replies as they want. And customers can also reply to vendor’s responses.
After adding a reply, vendors can view the entire conversation, add more replies, or choose to close the ticket if they want.
