We pride ourselves on the level of support our
dealer community enjoys.
While our basic objective is to make the software so easy to use
that you don't need help, we have set up several different
ways for you to get information and help when you need it. Each
works slightly differently and is intended to meet different needs.
Context-sensitive help: These
are the little question marks next to menu choices and fields.
You can click these and get help that specifically describes an
option or an input field. These are widely deployed throughout
the menu system and we are adding them elsewhere as time
Tutorial: This is
accessible from your members menu. It contains more
general articles. It describes functions and situations like
'How do I cancel an order?' and provides the general sort of
overview that a store owner might need -- really more of the
'why' than the 'what'. To get to the tutorial, click the menu
link titled .
The tutorial has a query engine where you can ask questions.
This is available 7x24 and is swiftly developing into the best
way to get a quick answer to a question.
a System Problem Report: This
is the best way to get an immediate answer to a problem. Its the
option on your menu titled 'Report System Problem'. This report does
not go from your personal email so it is not
subject to any email problems that your ISP may be having. The feature permanently records your
question, takes a snapshot of the system at the time the problem
occurred and sends alert messages to the appropriate staff.
To use this, simply
click the option here or use the
menu option to report problems/make suggestions.
Contact support: This is the
best way to get a specific answer to a question, provided you've
tried the tutorial and the context-sensitive help. Note that we
don't staff support 7 x 24 and getting an answer can take up to
48 hours (although it rarely does). Click here
to create a message.
Just a note about emergency contacts:
most of the CS staff work standard eight hour shifts, although
some of the shifts are outside of the traditional 9-5 business
hours. If you contact an individual CS rep, you risk
sending an email to someone who is
off-duty and who won't see your email until they next report for
work. The message you send by clicking here gets
immediately and simultaneously
routed to ALL the CS reps, plus the second- and
third-tier support staff. This means that even if
one particular CS rep is unavailable, your request will be seen by
all the staff members who are on duty and one of them will act
upon it, even if 'your' CS rep cannot. So even
though it may seem impersonal, your best chance for getting
immediate help particularly during non-business hours is to use the form
When you do communicate with us,
If the issue is related to a specific
item, or items on your site be sure to include the item
number. Simply saying "I added a bunch of items and the
pictures don't show up" isn't enough info for us to go
on and we will ultimately send an email back asking for the
If the issue is related to an item that
has been ordered, include the order number. Simply sending a
mail that says "Someone placed an order and I didn't
get the email notification" won't help us too much in
looking into the matter.
We look forward to helping you make your
online store the success that it deserves to be!