What if My Customer has an Issue with an Order?

All order-related support will be provided by our in-house Customer Service team.

When a customer places an order, they will receive an automated email with their order details, order number, and instructions on how to communicate any issues if they should arise. Issues communicated directly to our Customer Service team should include as many of these details as possible to allow us to quickly and seamlessly support your customer.

If Your Customer Contacts You with an Order Issue:

If your customer contacts you directly about an issue with an order, please confirm that they have received the system generated email. If they have, please communicate that the best way to receive order-related support is to follow the instructions received with their order and contact our Customer Service team directly. 

Alternatively, your customer can utilize the contact form or email address linked in the footer of your shop. Keep this email on hand to send to your customers in the event they should contact you. 

Resending Your Customer’s Confirmation Email:

If your customer did not receive a confirmation email, you can resend it to your customer from within the order details in your account. 

For detailed instructions on how to find a specific order, please refer to our tutorial on the subject here.

Once you have located your customer’s order, you can view the email address provided by the customer as well as details about dates/times the system emailed the customer to help them locate it. 

If necessary, you can also resend the confirmation email to your customer or send it to yourself to forward along.