Sellers may receive tickets from customers that have been submitted directly from the product listing, rather than from their order. If this is the case, you’ll only see the product information on the ticket.
Please ask the customer to provide their MyDeal order number for further assistance to be provided. Unfortunately, a presales ticket enquiry cannot be updated with the order number, so if this this information is required on the ticket, please advise the customer to log into their MyDeal Account to submit a new enquiry on the order.
Example response to customer: Thank you for your enquiry. Unfortunately, as the enquiry has not been submitted on your order number, we are unable to locate the order information necessary to resolve this ticket. Can you please submit an enquiry from your MyDeal Account on the appropriate order? Instructions are available here: https://help.mydeal.com.au/hc/en-us/articles/360000717035-How-do-I-contact-MyDeal-customer-support-
If the customer provides an order number that does not belong to the seller account, this may mean the order is from another seller. Please advise the customer to submit an enquiry on the correct order as you are not the seller of the product.
Example response to customer: Thank you for your enquiry. Unfortunately, we are not the seller of the order number you have provided. As MyDeal is a marketplace, in order for the correct seller to assist you, please submit an enquiry from your MyDeal Account on the appropriate order. Instructions are available here: https://help.mydeal.com.au/hc/en-us/articles/360000717035-How-do-I-contact-MyDeal-customer-support-