Customer Support: How Live Chat Ticket Intake Works

When you start a live chat, you will usually be asked for your name, email address, and a short description of your query so a ticket can be submitted to the team. For order and login issues, you may also be asked for your order number, PO number, depot name, and depot email address.

What information should you provide in live chat?

Provide the following details so your enquiry can be routed correctly:

• Your name
• A good email address to contact you on
• A clear description of your query
• Your order number, if your query is about an order
• Your PO number, if requested
• Your depot name
• Your depot email address, if requested

What happens after you submit your query?

After you provide your details, the support team passes the information along and a member of the team follows up. In some cases, the issue can be checked and resolved during the chat.

What if you cannot complete checkout?

If you cannot process an order, you may be asked to:

1. Share a screenshot of the screen
2. Confirm your depot name
3. Wait while the account is checked

A minimum subtotal may apply before checkout can be completed. If the subtotal is below the required amount, the order will not process.

What if you need login details?

If you need login details for the portal, you may be asked to confirm:

• Your depot email address
• Your name
• Your depot name

Once confirmed, login details can be provided.

What if your order is still in progress?

If your order is still showing as in progress, support may ask for your order number and check its current status. An order may be shown as being picked for delivery, with delivery expected within a few working days.