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Why does it take support so long to respond?

Seriously… is it normal for you guys to take more than a day to respond to a query? And then repeatedly provide the wrong information?

All I wanted to do was change my URL – now I have two accounts, my products all have to be set up again on the new URL despite me being assured that this wouldn’t have to happen… and still I get no response that makes any sense from “support”.

Why do I have to wait so long to get a response to a simple question (that appears to be unanswered in your knowledge base)?

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2 Comments »

# Comment by sfox 2CO Staff
2009-01-26 14:42:35

Hello Diesel,

First let me apologize for the delay in our initial response time. We strive to reach all tickets in a timely manner. Your ticket was transferred from a different department which can sometimes cause a delay. Please note that you may always call us. You can reach the Risk Department at 877-294-0273 extension 192.

Also, I apologize if our messages were unclear. Each 2Checkout account is completely independent. We only allow one URL per account. Sales from each account must come from the URL listed on the account. Vendors wishing to sell from multiple URL’s will be required to open additional accounts (with a $19.00 discount for each additional account). All products and services must be approved by the Risk Department. We review each account individually. However, payments can be made to multiple accounts by setting up the exact same banking details on each account. This needs to be done in the banking wizard.

To protect the privacy of your account, we do not want to release any more details in the community. If you have additional questions or need further assistance, please call or respond to your active ticket.

This is listed in our knowledge base found here: http://www.2checkout.com/community/blog/knowledge-base/tech-support/basic-integration/can-i-have-multiple-2checkoutcom-accounts/

Additionally, only the Risk Department may change the URL on an account. This is listed in our knowledge base here: http://www.2checkout.com/community/blog/knowledge-base/suppliers/tech-support/how-do-i-change-or-update-my-url-or-website-address/

 
 
# Comment by shuckle83
2009-02-05 05:59:18

i have never had to wait a long time for a reply.

 
 
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