How to get in touch with us -
You can get in touch with us by clicking the support link on the left hand side of your dashboard. Or you are more than welcome to use our contact form on our website https://www.zpecommerce.uk/contact-us & finally you can email us [email protected]
Please do not send support requests via social media, as these pages are not always manned by our tech guys. It is best to get in touch using the methods within this article, this is to protect your data, to ensure that your query is logged within our system and that your questions are directed to the relevant person.
Chasing a request? -
We apologise if you ever need to chase a request up with us, it is not our intention for you to wait longer than expected. In the event that this should happen - please refrain from messaging us on Facebook, as above it is not always manned by the tech guys. To chase any requests please email us using [email protected] & mark your email for the attention of "Karen Maddison" Please include any ticket numbers that you are chasing - Thanks :)
Need help? -
Please don't forget we have our userguide to help you.
What next? -
We will take a look at your query and respond as soon as possible within working hours, all queries are prioritised. Non-urgent requests may take a little longer during busy periods. Timescales cannot be given I'm affraid, as it depends on how complex your query/fix is. Sometimes we need to re write coding or update our software in order to fix an issue - but please be reassured that we will get back to you as soon as we possibly can. If you have not received a reply we apologise about this and if you could please check your "spam" email folder to make sure you havent missed our reply to you. If you do need to chase an issue please reply to your original query acknowledgement email from us, this has a unique ticket number attached to it relating to your query & it will help us locate your query in order to help you - Thank you.
Site offline? -
If we have technical issues with the system eg: websites are offline - please don't worry we will be fixing the issue, sometimes our hosting company make updates and repairs. During this time please refrain from getting in touch with us as we will be inundated with queries & it will take much longer for us to respond. In these circumstances please check out our social media pages and our news page for updates. Timescales for fixes sometimes cannot be given as it depends on how difficult the issue is.
Always happy to help :)