Resolve issues
Nick Hemenway avatar
Written by Nick Hemenway
Updated over a week ago

Availability Requires TrustedSite Certification Pro

The Issue-Free Orders certification is a great way to show off your high rate of customer satisfaction, as well as resolve any issues customers that report to you.

You'll receive an email alert when a customer reports an issue that needs to be resolved.

To resolve customer issues:

  1. Log in to your account.

  2. If you have multiple sites in your account, click the one you want to manage in your Site List.

  3. From the site overview page, under Certifications click Issue-Free Orders.

  4. In the Issues box, click View.

  5. Here you will see a list of reported issues. Click Send Email to start a new email to the customer, or contact them directly through your email software.

  6. Once you have worked out the problem with the customer, click the Mark Resolved button.

  7. You will be prompted to provide a comment explaining the actions you took to resolve the issue. That comment will be sent via email to the customer and the issue will be saved as a Resolved issue in your account.

    However, that email will instruct the customer to click a link if the issue wasn’t resolved to their satisfaction. If they click that link, the issue will remain in the Resolved - Failed state. No further action will be available.

    To maintain a high level of trust and transparency with consumers, we cannot remove any issues that failed to be resolved from your account.

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