Customer Support

Communicating with the customer

• Can I contact the customer?
• What if the customer contacts our team for product advice or a warranty claim?
• Can I have the customer's email address?
• Errors in the Marketplace Portal

Refunds and return policy

• How do I refund a customer?
• The customer has not received their refund yet
• How do I reimburse the customer for the return shipping?
• Does MyDeal accept change of mind returns?
• How do I handle faulty products and warranty claims?
• The order has been return to sender

See all 8 articles

Zendesk

• How do I login to Zendesk?
• How do I use the views?
• What are the ticket statuses?
• How do I reply to a customer ticket?
• How do I merge two tickets?
• What does the MyDeal App do?

See all 11 articles

Escalations

• If the customer complaint is escalated to Fair Trading, what do I do?
• If the customer complaint is escalated to PayPal, what do I do?
• What happens when a chargeback is issued?
• What is MyDeal's service level agreement?
• How do I avoid customer complaints?

Assistance from MyDeal

• How can I contact MyDeal for assistance?
• My office will be closed/I will be away on leave, who do I tell?
• What happens if the MyDeal team detects an issue or fraud transaction during the verification?