Welcome to logging into our new Kogan.com Marketplace - Customer Service Platform!
You will receive our Welcome email, please follow the instructions to get to our Customer Service Platform.
The subject line will be: “Welcome to Kogan.com Marketplace - Customer Service Platform”
You can also access our Customer Service Platform here
Sign in via Google account in the format of @kogansellers.com
Welcome to the Kogan.com Marketplace - Customer Service Platform!
You are now ready to explore our new Customer Service platform
Understanding your new Home Page
Different Views
You have different options to view your cases:
- All Open Cases (All open cases within your company)
- All Solved Cases (All solved cases within your company)
- Your whole company queue (regardless of status)
- My Open Cases (Only open cases assigned to you as an individual)
- My Pending - Customer Cases (Only viewing cases that are awaiting customers responses but that are assigned to you as an individual)
- My Pending - Kogan.com Cases (To view escalated cases that you - as an individual have assigned to the Kogan.com escalations team)
- Recently Viewed
- Recently Viewed Cases
Actioning Cases
Email Customer
1. Type in the email for the customer
2. Option to select Reminder.
On the day of the reminder, the case will automatically be set to Open and ready for your review
3. Once done click “Send Email”
*Your name will automatically append after the email*
4. Confirmation message displayed
Comment on Case (Add an internal note for your reference)
1. Select "Comment on Case" and add a comment, then click "Post Comment"
2. Confirmation message displayed
3. Able to see the update in the Case Feed
Escalate to Kogan.com
1.Select “Escalate to Kogan.com”
2. Ensure you read the message and select the appropriate Escalation Reason and provide Comments
3. If you don't provide all relevant information, you cannot proceed and it will be highlighted for you to update
