As with learning anything new, you may have questions as you are getting up to speed. How efficiently your issue gets resolved, often depends on how accurately you describe the issue and how much information you provide. This article will outline some of the key elements you should include when reporting an issue, as well as the preferred process to follow.
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Self-help answers. Enter keywords into the 'Find an answer quickly' field on the chat window. We have many articles here that may help resolve your issue quickly.
None of this worked, and I still need help
If you still need our assistance, click on the red button in the lower right to open the chat window. You can either click the New conversation button. If you want to view your previous ticket conversations, click the See previous link. If you have multiple questions or issues, please start a new conversation for each one.
New conversation - used for new questions or issues.
See previous - used to view and comment on existing conversations.
What to include in your request:
- Describe the issue as clearly as you can.
- What page were you on when you experienced the issue?
- Copy the URL from the browser and paste it into the chat window. Providing a URL to the page is critical. We're going to ask for it if it's not included.
- Include a screenshot of the issue if you can.
- If the issue is with an Order, provide the URL link to the order or the order number.
- If the issue is with a specific member, provide the URL link to the member or member ID.
- Was there an error message? If so, please tell us what it was.
- Help us understand how urgent this is so we can prioritize accordingly.
The more information you can provide, the more efficiently we'll be able to respond to your request.