Section 7: How To Best Handle Problems
If you follow these steps, you will find this will rectify most merchant issues in the fastest time.
1 - It is recommended that you review all documentation available for the service or feature with which you are experiencing problems. Documentation and help information can be found within that service’s administration area or can be found in the ‘Documentation/FAQ’ section of your account.
2 - If the documentation did not assist you with your issue, you should turn to the Online FAQ. Our Online FAQ allows you to search questions by category/service or by keyword/key phrase. Answers to many commonly asked questions can be found here.
3 - If after reviewing the online FAQ the issue was not addressed, then you should submit a brief yet specific message to the Online Helpdesk.
The Online Helpdesk is located in your administration area. When submitting Helpdesk messages, please remember to include your username and the problem in your Helpdesk message. Please specify URLs and/or steps to reproduce the problem when available. Once received, our support staff will read your Helpdesk message and email or call your company with the solution. If your issue was addressed in the Online FAQ, we will provide your company the QA number that corresponds to your Helpdesk issue.