Zendesk

Zendesk is our third-party customer care platform that allows us to easily manage and respond
to all customer queries. It is also the tool that we use to provide our own Marketplace support
page.

If you are a Tier One Seller, you will be provided with an account for Zendesk and will be
expected to respond to all customer queries. Once your Zendesk account has been created, all
customer queries that relate to your products will be automatically redirected through the
system to your Zendesk account where you will be able to answer them.

Getting Started
You will be sent the credentials for your Zendesk account. You will need to familiarise yourself
with the system.

Guidance can be found in the Support section of Zendesk. You can access the Zendesk Help
Centre by selecting ‘Get help’ from the dropdown in the top right.

Responding to customers
You are required to respond to Zendesk queries within 2 days. If you do not respond in this
time, one of our customer care agents will respond on your behalf and can offer the customer
up to a 100% refund and pass this charge on to you. Alternatively, you may be required to
action a return of the items or issue a full refund.