Customer service management

Students with Laptop 

If a user has a query there is an online form available to submit a query – these are directed to the shop@le Customer Service Administrator (CSA) who will review the query and either:

    • Respond to the query directly
    • Forward the query on to the product/service owner for them to respond
    • Pass the query to our technical help team for response

In all cases the query will remain open with the shop@le CSA until a resolution is found. When you receive an enquiry from shop@le it is expected that the enquiry will be responded to within the shop@le service level agreed with yourself when your items were listed, which is 5 working days. It is important that you close the log via the online system once you have solved the enquiry to enable us to track shop@le enquiries effectively.

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