Our Issue-Free orders tool is a great way to show off your high rate of customer satisfaction, as well as to resolve any issues customers may have. Learn how Issue-Free Orders works.
From the issues page in your dashboard, you can easily email customers who have reported issues, or you can communicate with them directly in your service software.
Once you've made the issue right, you can mark it as resolved in your dashboard. You will be prompted to provide a comment to the customer explaining the actions you took to resolve the issue. We’ll send that comment in an email to the customer and remove the issue from your account.
However, the email to the customer will contain instructions 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 unfortunately cannot remove from your account any issues that were failed to be resolved.