The EasyChannel Resolution Center streamlines the process of handling disputes and cases across various marketplaces. With this centralized tool, you can monitor, filter, and respond to cases efficiently, ensuring timely resolutions and maintaining positive seller metrics.
Step-by-Step Instructions:
1. Accessing the Resolution Center:
• Log in to your EasyChannel account.
• Navigate to the Resolution Center from the main dashboard.
2. Navigating Disputes Tabs:
• At the top-left corner, you’ll find tabs categorizing different case types (e.g., Returns, Inquiries, Cancellations).
• Click on the desired tab to view specific case types.
3. Filtering and Searching Disputes:
• Use the Filter options to narrow down cases based on criteria such as status, date, or marketplace.
• Utilize the Search Bar to find cases by Item ID, Buyer Name, or Case ID.
4. Syncing Dispute Information:
• Click the Sync button located on the right side of the search bar to refresh and retrieve the latest case updates.
5. Understanding Dispute Status:
• The Status column displays the current state of each case.
• Hover over the status to view detailed information and guidance on the next steps.
6. Responding to Disputes:
• Click the Information icon in the Actions column to open the case details.
• Review the case specifics and select the appropriate response action (e.g., Accept Return, Provide Refund, Message Buyer).
7. Bulk Actions for Multiple Dispute:
• Within a specific case type tab, select multiple cases using the checkboxes.
• Click on the Bulk Actions menu to apply actions like sending messages or updating statuses to all selected cases simultaneously.
8. Setting Up Case Alerts:
• Navigate to the Alerts tab within the Resolution Center.
• Enter the email addresses of team members who should receive notifications.
• Choose the specific case events (e.g., New Case Opened, Buyer Responded) for which alerts should be sent.
Pro Tips:
• Timely Responses: Regularly monitor the Resolution Center to ensure all cases are addressed promptly, maintaining high seller performance ratings.
• Collaborative Management: Assign cases to specific team members to distribute workload effectively and ensure accountability.
• Automate Alerts: Set up alerts for critical case events to stay informed and respond swiftly, even when not actively monitoring the dashboard.
Troubleshooting:
• Issue: Not receiving email alerts.
• Solution: Verify that the correct email addresses are entered in the Alerts tab and check spam or junk folders. Ensure that your email server is not blocking EasyChannel notifications.
• Issue: Cases not syncing or displaying outdated information.
• Solution: Click the Sync button to manually refresh case data. If the issue persists, check your internet connection and ensure there are no ongoing maintenance activities on the EasyChannel platform.
Contact Information:
For further assistance, contact us at [email protected] or visit easychannel.com/contact.