CONTACT RETAILER SUPPORT
Zippin provides three options for support requests:
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Support Chat
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Recommended for most issues - Chat offers full support functionality and is accessible through the app |
1. Crew App < Support menu OR 2. support.getzippin.com < Chat Icon (bottom left) |
| Request a callback | Leave a voicemail. Reserved for urgent issues |
Call 831-273-6671 1. Dial OR 2. Crew App < Support menu < tap to dial |
| Recommended for file or photo sharing & non-urgent requests (ex-sales reports & dispute escalations) | retailer-support@getzippin.com |
| For all submissions, include as much information as possible to assist in troubleshooting. Be sure to provide the store name in your request (ex- Empower Stadium, 117). When phone support is needed, indicate the name and phone number of who should be called. |
| Responses are made on the same channel used to report the issue unless a different method is requested. |
TICKET CREATED & REVIEWED
All submissions, including voicemail, chat, and email, are transcribed into a support ticket. Retailer Support reviews the ticket and assigns an urgency level based on impact. First response and resolution times are based on impact.
Urgent issues prevent shopping and Retailer Support will respond within 15 minutes.
Q: What is an example of an urgent issue?
A: Urgent issues are high-impact issues that disrupt shopping for all or most customers. The store may be non-operational or operational at a significantly reduced level of performance. Examples include gates are not opening or a payment method is not working.
TICKET TROUBLESHOOTING & TRACKING
The ticket is updated by Support to record troubleshooting steps and additional store communication. Open and resolved store tickets are centrally available for all users registered to that location. Log in at support.getzippin.com < Select Profile, in top right corner < Select My Requests
Q: I don't see a particular ticket. Where did it go?
A: To streamline support efforts, it is common for Retailer Support to merge tickets that report duplicate information. The original ticket is not deleted, but is referenced and viewable through a new primary ticket.
Q: How do I provide ticket visibility to someone within my internal organization?
A: Any email alias can be added to the ticket to provide visibility. In the ticket, add the email alias in the cc field.