Important
Make sure you always keep the user email address list in the Account Management section of your GetYourGuide account up to date. Keeping the email addresses in your Account Management section current is crucial for maintaining effective communication with customers.
Failure to respond to customer emails can lead to:
- Low review ratings
- Increased cancellations
- Higher refund rates
Please refer to the “Frequently Asked Questions” at the end of this article for more information.
How do I give team members access to the Supplier Portal?
Assigning the right access levels to your team members ensures that tasks are appropriately divided and sensitive information remains protected. Here’s how you can add a new user and assign them to a specific department:
- Step 1: Under your profile, navigate to Account settings > Account management.
- Step 2: Click on Add a new contact or select an existing contact to edit by selecting the blue circle with three dots.
-
Step 3: Enter the user’s details and select the appropriate department by toggling ‘Allow login’. The departments and their access levels are:
- Administration: Full access, including the ability to invite users and edit their access rights.
- Finance: Access only to financial information.
- Operations:Can manage and request changes to products, and handle bookings, but cannot access financial information.
- Guides: Can manage bookings but cannot access financial information.
- Step 4: Click Add a new account profile if adding a new user, or click Save changes if modifying an existing user. If a new user is being added, a confirmation link will be sent to the contact’s email address, which they must confirm to activate their account.
How do I customize notification settings for team members?
To ensure that the right members of your team receive updates relevant to their roles, follow these steps to customize their notification settings:
- Step 1: Choose which notifications the contact should receive concerning product quality, bookings, reviews, accounting, and customer questions.
- Step 2: Click Add a new account profile if adding a new user, or click Save changes if modifying an existing user.
Regularly review and adjust access levels and notification settings to ensure security and efficiency. You can modify these settings at any time through the same Account management section.
Frequently Asked Questions
- Why is updating my account necessary? If there are updates to our terms and conditions, existing bookings, cancellations or general account enquiries such as commission payouts, we need to be able to reach you.
- What happens if I don’t respond to customers? Ultimately, not responding to customers leads to lower review ratings, higher cancellations and ultimately lower net revenue.
- What should I do with email addresses that are no longer relevant? If there is an email address that is no longer relevant in the list, delete/remove it.
- Is it possible to select multiple email addresses to receive customer questions GetYourGuide is configuring all accounts to receive emails from customers to one email address only. This is to ensure that we have a consistent and reliable communication channel.
-
Why does only one user receive a notification when multiple users are set to receive the same type of alert? Due to system constraints, only one user per notification type will receive an alert. The system prioritizes the primary account holder as the recipient if multiple users are selected for the same notification type.
To ensure that multiple users can access and respond to customer communications, we recommend setting up an email group (e.g., Google Groups) and using this group email as a non-login account in the Supplier Portal. By enabling customer communication for this group email, all questions will arrive in one inbox, allowing multiple users to access the conversation history and respond accordingly. - How are notifications handled for bookings connected via API? Booking confirmations are not issued by GetYourGuide for API-connected bookings, as the reservation system is expected to handle this. However, notifications for any booking amendments are automatically sent.