ShopSimon® will provide first contact support for all general customer service inquiries. If escalation is needed, we will communicate with retailers using the 'Messages' tool in the ShopSimon portal. In order to best serve our customers, it is expected that retailers will respond to these inquiries within 48 hours of receipt.
When an order escalation occurs, retailers will receive an email notification from the ShopSimon customer service team. You can access the message directly from your email or login to the portal and respond from there.
See below for a sample image of an 'order message' as it will appear in the portal.
If Customer Service escalations are not responded to within 48 hours, our Customer service team may provide a resolution to the customer's issue.
Please contact ShopSimon Seller Support if you have any questions or need additional information - sellersupport@shopsimon.com