Table of content
1. Receive an email from a customer via CDON
1.1 Forwarded emails from our customer service
2. How to get in contact with a customer
1. Receive an email from a customer via CDON
When a customer wants to get in touch with you regarding an order they can create a ticket
via our webpage. Because we can´t give you the customer's e-mail addresses it will look like it
is we that have sent you the e-mail but it´s the customer. You will be a copy to the ticket so
that you and the customer can communicate.
1.1 Forwarded emails from our customer service
If a customer hasn´t logged in to their account they can´t create a ticket that goes directly to
you. They will then write to us first and we will help them create a ticket that is sent to you.
This ticket will look a little different from the tickets that go directly to you if the customer
is logged in to their account.
It will look like this:
Title: Leverans - X via CDON - Ordernummer: #
”Hej,
Kund har kontaktat oss angående denna beställning men det har hamnat direkt till oss istället
för er som är säljaren av produkten.
Vi klistrar in meddelandet här och ni kan sedan svara på det i vanlig ordning för att fortsätta
ärendet med kund.
Tänk på att ert svar på detta meddelande kommer direkt till kund.
Kunds meddelande:”
We will send this text and then add the customer's text below. We will add you to the email as
a copy so that you can answer the customer.
2. How to get in contact with a customer
If you want to contact a customer regarding an order but the customer hasn´t written to you
before about the order, you need to write to us so that we can forward it and add you as a
copy to the email. For example, if you want to contact a customer regarding a cancellation, a
change in the order, or if you have questions for the customer. Send us the e-mail you want
the customer to receive, and the order number and we will forward it. It will look like this:
”Hej,
CDONs kundservice här.
XX har kontaktat oss angående din order, vänligen se under strecket. Ditt svar på detta
meddelande kommer gå direkt till säljaren och de kommer att hjälpa dig vidare vid eventuella
frågor.
───────────”
You will need to send this e-mail to: ks-merchant@cdon.com