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 in a timely manner.
When an order escalation occurs, retailers will receive an email notification from the ShopSimon™ customer service team. You can respond 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 your inbox.
Sample Image 1: Order Message Notification
See below for a sample image of an 'order message' as it will appear in the ShopSimon™ portal.
Sample Image 2: Message From ShopSimon™ Portal
If Customer Service escalations are not responded to within 3 days, 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