New Merchant Onboarding: Standard support procedure
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Created by: CK Yap
Modified on: Wed, 17 Mar, 2021 at 11:34 AM
Standard support procedure
- Feel free to reach us at support@shoppertise.com, our Telegram group or phone call if you need help. We prefer Telegram groups and email, over Whatsapp for tracking purposes.
- We do not provide payment refunds for customer mistakes. This is covered in our refund policy.
- In case if we really need to do a refund, it would be on a case by case basis, upon receiving merchant management approval.
- Under normal circumstances, we would recommend that we offer voucher refund so we could keep the returning customers and for billing purposes.
- In case if we could not get any delivery rider, please ping us on Telegram so we could assist in arranging alternatives riders soonest possible. We shall monitor from our end as well.
- GrabExpress delivery will cover any loss, pilferage and damage, up to RM 500 for every delivery, including rider road accidents. Unfortunately late delivery is not covered or compensated. Shoppertise would need to submit an insurance claim on behalf of you guys and it may take up to 30-days for investigation & refund to complete.
- Other SOP can be found here - https://shoppertise.freshdesk.com/support/solutions/folders/63000233523
Ck is the author of this solution article.
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