A great way to keep 2Checkout’s Customer Care department informed of unusual issues with an order is by adding comments to the sales page. By adding comments, you can let us know ahead of time if you are already working with a customer. This way we can better assist the customers if they call the 2Checkout customer service line.
To use this feature, log in to your 2Checkout homepage. In the Helpful Links section, there is a listing for To Find a Sale. Click on the Search link. On the search screen, you can find the sale by the order number, the customer’s email address or by the date of the sale. Select the order that you are looking for from the list of results.
In the lower portion of the sale screen, there is a large field titled New Comment for Sale.
Here you can leave a comment that can be viewed by the 2Checkout Customer Care department. There is also an option to copy the comments to the customer, allowing you to have a permanent record of any messages that you have sent to the customer. Adding account comments will allow us to keep your customers informed when they contact Customer Care about issues that you are working to resolve. It will also keep us informed of any actions that you are currently taking on a particular order. By communicating and working together we can provide great service to all of our common customers!
Edit May 30: Please keep in mind that while adding comments to the sales page is a great way to keep us informed about issues with the sale, they will not be seen unless we access the information on that order. If we are not contacted about that order, we will likely never see the comments that were left.
If you would like to contact us about an order, please call us or open a ticket and we’ll be happy to help you out.
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This is extremely beneficial when a customer is requesting a refund on an order. Many times suppliers respond to customers directly via their own email server when providing resolution to a refund request. When this is done, 2CO has no record of such correspondence. If however, the supplier responds directly through the sale, not only can 2CO see this, but it’s stamped with the exact date and time it was sent and even confirms whether it was sent to the customer or not. I highly recommend our suppliers to use this feature when responding to inquiries. Not only will this aide in providing prompt resolution to many issues, it will dramatically decrease the percentage of refunds being issued by 2CO due to lack of documentation/response from the supplier.