This article provides a comprehensive guide to Gelato's customer service approach, outlining how to best utilize our self-service resources and understand common support scenarios.
Gelato's Self-Service Approach
At Gelato, we empower you with a robust self-service platform through our Gelato Dashboard. This tool is designed to handle a majority of your customer service needs efficiently. We strongly advise integrating your Customer Support agents into your Gelato account to streamline order management.
Gelato doesn't offer individual customer service for your end customers. Gelato Support will not directly contact your end customers.
Contacting Gelato Support
Your customer service team can reach Gelato Support 24/7 through our convenient chat feature, ensuring prompt assistance. To initiate a chat, simply click the "contact us" button in our Help Center.
Resolving Customer Requests Independently
Many common customer inquiries can be effectively addressed using our Gelato Dashboard, often eliminating the need to contact Gelato Support.
Here are some examples:
Common Support Scenarios
This section outlines common situations that may require you to contact Gelato Support or vice versa. To ensure seamless communication, please provide us with your dedicated Customer Support email address for such matters.
Defective/Damaged Product
In the unlikely event that a customer receives a damaged product, follow these steps:
Report the issue within 30 days of the customer receiving the item by accessing the order details page and clicking "Report a problem".
Provide a detailed description of the damage, including information about the packaging.
Include clear photographs of the damaged item(s) and the packaging (both exterior and interior). These visuals are crucial for our internal investigation and reporting processes.
You can also contact our support team directly with the above information.
File or Quality Concerns
If our production team identifies any file or quality issues not related to production, Gelato Support will proactively contact you. You'll receive detailed information regarding:
Customer Order Number
A description of the concern, such as a spelling mistake, image problem, or cropping issue.
A request for guidance or a suggestion to rectify the issue and reorder.
Incorrect or Undeliverable Address
If our shipping team encounters an incorrect or undeliverable address, your customer service team will receive an automated email containing:
Order Number
A clear description of the error, such as an address discrepancy.
A convenient link to the order in the Gelato Dashboard, allows you to easily correct the address and place a reorder.
Gelato API Order Submission Issues
For customers integrated with the Gelato API, if order submission issues arise, please reach out to Gelato Support with the following details:
Customer Order Number
A comprehensive description of the error encountered.
Logs from the API call and its response – this is essential for swift troubleshooting.
A request to resolve the issue and proceed with the order (if applicable).
Additional Resources
For more in-depth information about Gelato Customer Service, explore the dedicated section in our Help Center.