What is a Support Ticket?
The term “support ticket” describes the interaction between a customer and a service representative. It’s the basic element of any customer experience related job—allowing your business to create, update, and hopefully resolve any issues your end-users might have.
Tickets can also be a great way for your customers to receive general information about the products or services PayCafe offers.
Below are instructions on how to support a ticket through Merchant Portal.
Step 1: Log in to https://merchant.paycafe.com/login
Step 2: To the top right-hand corner click SUPPORT
Step 3: To create a support ticket, click on GO THERE NOW
Step 4: Select a Department
- General Support: Billing questions, Password Reset, Email Recovery, Contact Information
- Settlements: Settlement Questions or Concerns
- Risk Management: Chargebacks and Fraud
- Technical Support: Security, IPN, Product Assistance
- Other: Accounting and Taxes
Step 5: Enter in your SUBJECT title
Note: A Subject Line is an introduction that identifies the intent of your support ticket.
| Examples: My settlement was less than expected; When can I expect my reserve account to be released; Refund Request; Password Reset. |
Step 6: Write a short description of what you are inquiring about. Please make sure to add details so it does not prolong our support department to provide the correct answer or resolution.
Step 7: Click on SUBMIT
Normally a support ticket will be answered within 24 hours or less. If a support ticket is submitted after hours or on a Saturday or Sunday, it will be addressed the following business day.
If you need assistance submitting a support ticket, please refer to our contact page: https://merchant.paycafe.com/login