- The support ticket queue has a list of all open support tickets. To update a support ticket, click “View”.
- In the description field, you can view consumer requests, questions and concerns.
- Support tickets can be updated with public and private Remarks. Public remarks are visible to all parties while private remarks are shared only between UGA and the Merchant.
- If necessary, documents can be attached to support tickets. Please click “Attachments” as shown below to upload or review uploaded documents.
- Private remarks can be added and submitted here for UGA and Merchant communication.
- If there are updates, please click the Update button.
- If attempts were made to contact the consumer, please document this by selecting a contact method. This could be a phone call, email or text message.
- There is an optional field for tracking numbers on returned merchandise.
- Select a Merchant Status for the ticket; Merchant Review: Merchant is actively reviewing the case. Consumer Contact: Merchant is reaching out to consumer. Consumer Return: Merchant is waiting for merchandise return. Merchant Resolution: Merchant is in process of delivering a resolution.
- Notate the ticket with comments or remarks you would like to share publicly with the consumer. Select submit once completed.
- The merchant status will be updated to the selected status and changes made will reflect accordingly.
- Public and Private remarks will be visible in the designated section.
- After updating the Merchant Status and adding public remarks, the ticket can be resolved.
- To resolve the ticket, click on the “Resolve” button and then choose the appropriate resolution from the options available; Resolved- Continue Servicing, Close Account-Default or Close Account- Return or Cancel.
- Once completed, the status changes to CHD Review status and switched to our Help Desk queue to close the ticket.
