ReturnLogic merchants have access to live support chat and may also have a dedicated ReturnLogic Customer Support Manager, depending on their contract agreement and subscription.
This article will provide guidance about when to contact your Customer Success Manager (CSM) and when to contact ReturnLogic via the live support chat within the platform. Following this guide will help you get the most out of your ReturnLogic support experience.
TIPS:
If you send an email to support@returnlogic.com, that message will be routed to the live support platform where anyone on the ReturnLogic support team may respond.
Share this article with your team members who may be reaching out to ReturnLogic for support-related questions.
Guide for ReturnLogic Help
When to Contact Live Support:
You have an urgent issue that you need help with right away
You want to make us aware of anything that is disrupting your ability to process returns or for shoppers to request a return in the return center
You have general questions that you did not see answered in the ReturnLogic Help Center articles.
You need help with some basic troubleshooting steps
You need help locating a ReturnLogic support article or in-platform video tutorial
You have a feature request you would like ReturnLogic to consider for future implementation
When to Contact your Customer Success Manager:
You need advice or guidance about how to customize aspects of ReturnLogic
You want to discuss return and ReturnLogic-related workflows
You want to talk about potential return strategy/ return policy decisions or changes
You want to implement integrations with ReturnLogic and have specific questions or concerns
You have questions or concerns about your ReturnLogic contract(s), subscription(s), account(s) etc.
You have a feature request you would like ReturnLogic to consider for future implementation and would like to set a meeting to explain your needs and ideas in detail
You would like to set a phone call meeting or screen share meeting to visually demonstrate something to your CSM via screen share or you would like your CSM to demonstrate something within ReturnLogic via screen share
Table of Contents
FAQ: Customer Success Manager
FAQ: Live Support Chat
FAQ: Customer Success Manager (CSM)
Do I have a dedicated Customer Success Manager?
Having your own dedicated Customer Success Manager will depend on the contract you sign with ReturnLogic and if you are considered an Essential, Business or Enterprise merchant. Business and Enterprise merchants have access to a dedicated CSM. For more information about what is included with each contract, click here. If you are not sure which plan you have, please reach out to live customer support and we can look up this information for you.
If you do have a CSM, your team's main point of contact for ReturnLogic would have received an introductory email introducing your Customer Success Manager.
If you are not sure if you have one, you can reach out to support to ask if you have been assigned a dedicated CSM. If so, we can share their name and email address with you. If not, you can simply continue to reach out to ReturnLogic live support for all of your support-related needs.
Who is my Customer Success Manager?
Your contract will determine if you have access to a dedicated Customer Success Manager. If you do not know who your current Customer Success Manager is, please send a message via chat and we will let you know. If needed, we can also provide their contact information and meeting link.
What do ReturnLogic Customer Success Managers have expertise with?
Customer Success Managers are experts on the ReturnLogic platform and have lots of knowledge about returns. CSMs know about best practices for return policies, how to incentivize certain kinds of returns, and how you can leverage important insights in Analytics and Reports. CSMs also know about ways other ReturnLogic merchants have already successfully configured their return workflows and integrations.
What should I share with my Customer Success Manager during our meetings?
Sales & Returns Volume: major projected increases or decreases
a. Details about upcoming product launches, new promotions, hurdles your business is facing etc.
Changes to the company ownership/acquisition
Change of the main point of contact
Policy
a. Any major changes to your return policy or what kind of returns you are accepting (to ensure your settings align with your desired changes)
Integrations
a. Any changes to what other platforms you have integrated with (with Shopify, ReturnLogic, or others)
New Tools
a. New decisions around working with other platforms that you have integrated with Shopify or other returns-related systems
ReturnLogic Contract
a. Contract-related questions
b. Altering your account RMA allotment
c. Plans to create another ReturnLogic account
Implementing new workflows or changes to your return strategy
a. This could mean bundling, shipping, inventory management, warehouse locations, donation or resale initiatives etc.
Any significant customization plans
a. This could mean customization within the return center, within Shopify workflows, your ReturnLogic customer emails, etc.
b. ReturnLogic support and CSMs can also help you connect with one of our development partners if needed.
Feedback about your experience with ReturnLogic
a. Any feedback you provide (positive or negative) is very useful to us and is greatly appreciated! We love to hear from our merchants!
FAQ: Live Support Chat
What are some topics that require contacting live chat support?
General questions about the platform you need urgent, immediate support
Anything that disrupts your return operations in a significant manner (this could include issues with shipping labels, EasyPost, Shippo, other integrations etc)
Anything urgent or time-sensitive that your CSM cannot immediately reply to, especially if they are temporarily out of the office (this would be auto-sent via email)
Something about ReturnLogic or Shopify seems to not be working as usual
Something is interfering with your ability to process returns or with your shopper's ability to create a return request
Urgent billing questions
Issues updating billing your information
Can I ask to speak with my Customer Success Manager via live support chat?
The best way to contact your Customer Success Manager is to contact them directly via their personal contact information.
If there is an issue that other ReturnLogic support staff may be able to help with (see above for examples), it is always best to reach out via live chat as the live support response time is likely to be faster.
Will I get an email copy of my live chat conversation?
Yes, this will be automatically sent to you via email after you begin a live chat conversation with ReturnLogic support. You have the ability to forward this transcript too.
Can I have a team member receive an email copy of the chat transcript?
Yes, simply request this and provide the email address of the desired recipient during the chat conversation, and the ReturnLogic support team member will add them.
Every live support chat conversation will result in an email thread that all participants can review and reopen if needed.
You and anyone else who was added to the thread can re-open this conversation if you would like to resume the chat conversation after it has already been closed by a ReturnLogic support team member.
Can I have a team member added to the chat conversation and thread?
Yes! Simply request that your trusted colleague, developer, or consultant be added to the chat and provide the email address of the desired recipient during the chat conversation. After this is done, you will be able to see if your team member(s) contribute to the conversation, add attachments or videos etc.
What are the live support chat hours?
ReturnLogic will respond to support inquiries between the hours of 8:30 am and 5:00 pm EST.
You are welcome to contact live support outside of this window and we will get back to you when support hours resume.
If ReturnLogic is observing a company-wide holiday, that will be communicated proactively with an in-platform notification. You are welcome to send over support questions during this time and will get a response when support hours resume.
How do I start a live support chat conversation?
At the bottom right of the ReturnLogic web page you are on, look for a chat icon at the bottom right-hand side of the page. There will be a round black circle with a white arrow. If you see a number on the icon, it may mean that you have a notification to open from ReturnLogic.
After clicking on the icon, you will see the following ReturnLogic menu appear:
Click on the Live Support Chat option.
Next, decide if you want to start a new conversation thread (click on the send us a message button) or continue adding to an existing and open chat conversation.
You can also select the see all your conversations option.
It is perfectly fine to have more than one conversation open with ReturnLogic support at a time. It is totally up to you if you'd like to start a new thread when inquiring about a new topic or if you'd prefer to keep everything in one thread.
We're here to help! Email us at support@returnlogic.com or use the live chat inside the platform with any questions or feedback.