This article explains how to best utilize Gelato's self-service resources and offers guidance on common support scenarios. It emphasizes that Gelato provides customer service directly to you and not to your end customers. You'll learn how to troubleshoot issues independently using our self-service tools and when to contact Gelato Support for assistance.
Managing Customer Service with Gelato
Gelato empowers you with a self-service approach to customer service, providing you with the tools and resources you need to efficiently manage inquiries. While Gelato doesn't directly handle customer service for your end customers, our Gelato Dashboard equips you to address most needs independently.
Gelato doesn't offer individual customer service for your end customers. Gelato Support will not directly contact your end customers.
For a streamlined experience, we recommend integrating your Customer Support agents into your Gelato account.
Resolving Customer Requests Independently
Many customer inquiries can be resolved through our Gelato Dashboard, minimizing the need to contact Gelato Support. Here are some examples:
When to Contact Gelato Support
While our self-service resources are comprehensive, some situations might require you to contact Gelato Support, or for us to reach out to you. For efficient communication, ensure to provide us with your designated Customer Support email address.
Common Support Scenarios
Here are some instances where contacting Gelato Support may be necessary:
Defective/Damaged Product
If a customer receives a damaged product, take the following 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
Our production team will proactively contact you if they identify any file or quality issues not directly related to production. 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).
Getting in Touch with Gelato Support
Our dedicated Customer Support team is available 24/7 to provide you with prompt and reliable assistance. You can contact us through our convenient chat feature by clicking the "contact us" button in our Help Center.
We are committed to providing you with the best possible support experience. For a comprehensive understanding of our customer service offerings, we encourage you to explore the details provided here.
Additionally, our comprehensive Help Center offers a wealth of information, including answers to frequently asked questions. We encourage you to explore it for self-service guidance.