SUPPORT & FEEDBACK

Table of Contents

From the staff and feedback section of the staff portal the courier service staff can Provide Support and received feedback from their Merchant network. This will help the courier service to Improve and support the merchants with ease and more efficiently.

The staff can Provide the following from the support and feedback section of the staff portal;

  • Tickets
  • Feedback

TICKETS #

When tickets are raised by the Merchant from the Merchant portal the staff Members can view and Resolve the ticket from the ticket section of the Staff portal.

There are three types of ticket types that the merchant creates they are;

  • Inquiry– If the Merchant has an inquiry with regard to an order
  • System issue – If there is a system issue with regard to the Merchant portal
  • Payment request – If the Merchant is requesting with regard to any payments due from the Courier service.

To view the ticket added by the Merchant select the ticket and click the “View” Action

  • To Answer the Merchants ticket Enter the message in the space highlighted in blue, text and attachments can also be added if required.
  • To view or read the previous messages sent by the Merchant or the previous answers sent by the staff can be viewed as highlighted in yellow below
  • Ticket details with the reference number,, ticket type, created date, time and the created user can be viewed as highlighted in pink below
  • To close the ticket once the Support is provide to the merchant by the courier service click the Red “close ticket” icon highlighted in violet.

To Reopen a ticket from the staff portal, view the ticket and click the Green “Reopen ticket” icon

The ticket status will be shown in the table as either the ticket is open with a yes in green or if the ticket is closed with a no in red.

To download ticket details click the Download excel icon to download the data

FEEDBACK #

From the Feedback section the staff can Monitor the Merchant feedback for the services provide by the courier service to the merchants as per the ratings they provide.

To Update the Feedback period in which the feedback request is sent to the merchant to get their ratings, enter the interval on which when the feedback message is sent to the merchant and click the “Update feedback period” icon.

Once the Interval in which the feedback period is entered, the Feedback request will be sent to the merchant requesting to rate the service provided and to leave any comments as shown below when the time is up.

All the feedbacks given by the Merchants will be listed with the ratings and created dates.

To view the Merchant ticket entered by the Merchant, select the Merchant and click the “View” action

View feedback will show the messages sent by the merchant in details with the date and time the feedback was provided by the Merchant.

To Download the Feedback list sent by the merchants click the Download excel icon above as shown below.

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