SEKO Ecommerce now has an entire suite of supporting products from FAQ’s and troubleshooting steps to helpful guides and customer service portals. Please refer to the following customer section for more information on the available tools to support your customers.

Customer Support Homepage

https://omnianza.zendesk.com/hc/en-au

SEKO Ecommerce Customers can now access the Client Support Center

https://omnianza.zendesk.com/hc/en-au

Examples of CS Eligible Tickets:

A. Track Packages

B. Request Status Updates

C. Submit RTS Requests

D. Request Address Changes

E. Re-Send Labels

F. Report Lost Packages

G. Submit Claims

\uD83D\uDCD8 1. Instructions for SEKO Clients

Step-by-Step Guide on Submitting Tickets using the ZenDesk Support Link;

1. CS is responsible for handling client inquiries not end customers

2. All clients must submit CS tickets via the following link:https://omnianza.zendesk.com/hc/en-au/requests/new

3. Please carefully fill in all necessary and required fields to ensure tickets are routed to the correct CS teams. i.e. Please select U.S. for Customers in the U.S. regardless of shipment destination or origin.

4. Once a ticket has been submitted the ticket will be directed to the relevant view and agent within Zendesk for it to be actioned

2. Escalation Management for Existing Tickets (External)

Step-by-Step Guide on Escalating Customer Support Tickets submitted through Zendesk. If a client wishes to escalate an existing ticket please refer them to the following steps below;

1. All clients must submit CS tickets via the following link:https://omnianza.zendesk.com/hc/en-au/requests/new Tickets are not eligible for escalation if not originally submitting using the Zendesk link above. A new ticket must be created and added to the regional ticketing queue.

2. Please carefully fill in all necessary and required fields to ensure tickets are routed to the correct CS teams. i.e. Please select U.S. for Customers in the U.S. regardless of shipment destination or origin.

3. Once a ticket has been submitted the ticket will be directed to the relevant view and agent within Zendesk for it to be actioned

3. Escalation Management for Existing Tickets (Internal)

Step-by-Step Guide on Escalating Customer Support Tickets submitted through Zendesk. If a client wishes to escalate an existing ticket please refer them to the following steps below;

1. All clients must submit CS tickets via the following link:https://omnianza.zendesk.com/hc/en-au/requests/new Tickets are not eligible for escalation if not originally submitting using the Zendesk link above. A new ticket must be created and added to the regional ticketing queue.

2. Please carefully fill in all necessary and required fields to ensure tickets are routed to the correct CS teams. i.e. Please select U.S. for Customers in the U.S. regardless of shipment destination or origin.

3. Once a ticket has been submitted the ticket will be directed to the relevant view and agent within Zendesk for it to be actioned

\uD83D\uDCCB Related articles

• Page:
  Customer Support Center