Opening hours -
Monday to Friday: 9am until 5pm
Closed weekends and UK public bank holidays (sometimes we close for personal holidays & training, please check our Facebook page for any closure announcements)
Holidays -
TBC
How to get in touch -
As we are a small family business Facebook is not manned everyday, if you have a query or need help - please get in touch via the "Technical Support" link within admin of your store or email us using [email protected] (please include your store ID) We will get back to you as soon as possibe! We also have a Facebook community page that you may join - this is a place to advertise your store, ask questions about the platform and offer other store owners friendly advice (please note that the community Facebook page is not manned by our technical support, if you have a query that our community cannot answer - please send us a support request & we will be more than happy to look into it for you - Thank You)
Website offline? -
If you need to let us know that your website is offline please get in touch via the "Urgent Requests" link within the admin of your store. Please don't worry if your site is offline, this can happen from time to time. Possible causes are - if we or our suppliers carry out essential maintenance to the system, hosting, domain names or email accounts - checkout our Facebook page for any progress reports. We will get you back up and running as soon as possible!
Chasing a request? -
If you need to chase previous support request you can do so by replying to your original email request with a "Hello" message - this will "bump" your request up the list. Please before you chase anything check your emails and your spam/junk folders - as we may have already replied to you. We try our best to answer your queries as soon as we can, however due to Covid - 19 (illness, self isolation & increased busy spells for our service) requests maybe delayed and we apologise about this.
Need help out of hours? -
If you need help out of hours please don't forget we have our userguide to help you. We also have a Facebook community page that you may join. For any important announcements and for further information please checkout our news page & Facebook page.
What next? -
We will take a look at your query and reply as soon as possible (all queries are prioritised) Non-urgent requests may take a little longer. Timescales cannot be given I'm affraid, as it depends on how complex your query/fix is - but please be reassured that we have worked all throughout Covid - 19 & we will get back to you as soon as we possibly can. If you are unhappy with our service during the pandemic for any reason you can send any complaints to [email protected] (please include your store ID & have the subject of your email as "Complaint") We will investigate your complaint and get back to you as soon as we can - Thank you for your understanding.
Stay Safe,
John, Karen & Zak.
ZPeCommerce.
Written by Karen Maddison from
ZPeCommerce on 27 July 2020
