Contacting support chat from site

To write to support from the EasyMerch website, click "Help" in the top menu or use this link

Click "Write to support" on the top right

In the opening chat type your message in the field. Click the blue arrow or press "Enter" to send the message. To create a line break, press "Shift+Enter"

Next, select the subject of your request. If you don't know what topic your question belongs to, then choose the topic "Other", it is located at the very bottom of the list of topics, and then click "Confirm" to confirm the topic selection

Once you send a message to support, your chat will be assigned a ticket number

An operator will respond to you shortly during support hours. Working hours may vary depending on the day of the week, weekends, and holidays

If your question is a frequently asked question, the bot will send you an automatic response with solution recommendations for your convenience

When operator takes your chat, you see an operator's name and category to which your chat belongs

You can attach videos, images or other files by pressing paperclip icon

Remove unnecessary files in the preview or add more if necessary

If it's possible, notify an operator that everything is OK now or you have no questions left

You will receive a system message about working status of your chat

After the operator closes the ticket, a window will appear on the screen where you can evaluate the operator's performance

Click "Yes" if your issue was resolved, "No" if it wasn't, or "Hide" to collapse the field

In the opening window for evaluating operator's performance on your ticket you can choose one of the proposed emojis. It will be your rating of operator's work scaling from 1 to 5. You can leave a comment if you want to. After that click on "Submit" button

If you don't want to send a review click on "Hide" button. If you clicked on "Hide" button by accident, leave the chat and enter it again. A window for review appears again

You can review all your previous chats by scrolling them up endlessly. Click on "Scroll down" to get back to an end of your conversation

If you previously used support chat via the mobile app, these requests will not appear in your history on the browser — that's because they are related to chat from a mobile device via app and aren't combined with requests from the web version