Support

The Support menu in the Tradeit Vendor Dashboard helps you efficiently manage communications with your customers. It allows you to provide customer service, answer buyer questions, resolve complaints, and build trust — all from one place.

Whether you sell groceries in Mbare, mobile accessories in Bulawayo, or crafts in Victoria Falls, the Support menu helps you stay on top of customer queries in a professional and organized way.

📌 Where to Find the Support Menu

1. Log in to your vendor account at https://tradeit.co.zw.
2. In your vendor dashboard (left-hand side menu), click on Support.
3. This will open a dashboard showing:
   • All Tickets
   • Open Tickets
   • Closed Tickets
   • A button to Create New Ticket

📨 What Is a “Support Ticket”?

A Support Ticket is a message sent by a customer (buyer) to your store when they have a question or concern. These messages appear under the Support menu. Think of them as the Zimbabwean version of a complaint book in a shop — but online, organized, and easier to respond to.

💬 How to View and Respond to Support Tickets

1. Go to Support > All Tickets.
2. You will see a list of all customer support messages with the following details:
   • Ticket Subject
   • Customer Name
   • Status (Open or Closed)
   • Last Updated
3. Click on any ticket to view the full conversation thread.
4. Use the message box to type your reply to the customer. Be polite, clear, and professional.

Example:
A customer from Mutare might send a support message saying:

“My order has not arrived after 7 days. Can you help me track it?”

You can respond like this:

“Thank you for reaching out. We shipped your parcel with DPD Zimbabwe on 3 May 2025. The tracking number is DPD345673. You can check status via the link: [tracking website]. Let us know if you need further help.”

🧷 Managing Ticket Statuses

You can mark a ticket as Closed once the issue has been resolved. This keeps your support area organized.

• Open = The issue is active and waiting for a response or follow-up.
• Closed = The issue has been resolved or no further action is needed.

To close a ticket:

• Open the ticket
• Click the “Mark as Closed” button at the top-right of the thread.

🆕 How to Create a Support Ticket for a Customer

Sometimes, you may want to open a ticket yourself to inform a customer about delays, product recalls, or order issues.

1. Go to Support > Create Ticket
2. Fill in:
   • Customer Name (select from your customer list)
   • Subject (e.g., “Order delay notice”)
   • Message (explain the issue clearly and professionally)
3. Click Send Ticket

Example:
You want to inform a buyer from Gweru about a packaging delay:

“Hello, we are writing to let you know that your order #4583 is being delayed due to fuel shortages in Harare. We expect to ship it by Monday. Thank you for your patience.”

🔄 Ticket Visibility

• Only you and the specific customer can see the ticket.
• Tickets are not visible to other vendors or Tradeit administrators unless escalated.

🚀 Using Support to Build Your Brand

In Zimbabwe, trust and word-of-mouth mean everything. Providing fast and friendly responses to support tickets can help you:

• Improve your store ratings
• Increase repeat purchases
• Avoid disputes and negative reviews

Even if a buyer complains, solving the problem respectfully can turn them into a loyal customer.

💡 Support Menu Best Practices

🧠 Frequently Asked Questions

Q: Can I delete a support ticket?

A: No, but you can close it. This keeps a record of all conversations in case of future disputes.

Q: Can I attach files in replies?

A: Yes. You can attach images or documents — useful for sharing proof of shipment, receipts, etc.

Q: Will the customer be notified when I reply?

A: Yes, customers receive email notifications when you reply to a ticket.

🔗 Related Help Articles

• Issuing Parcel Tracking Information
• Handling Refunds and Returns
• Account Notifications and Settings

By using the Support menu effectively, you build a solid reputation on Tradeit. Quick replies and polite communication go a long way — just as they would in a physical tuckshop, pharmacy, or boutique.

If you need further assistance, reach out to Tradeit Support via WhatsApp: +263 77 984 2525 or email: [email protected].