Read this to learn how to use the Supplier Support Chat feature (beta) to resolve your issues quickly with GetYourGuide.
What is the Supplier Support Chat?
The Supplier Support Chat is a beta feature that allows you to instantly connect with a GetYourGuide support agent for live assistance. This channel is designed to provide a fast resolution for simple issues by enabling real-time communication. For more complicated issues, we recommend submitting a support request via the contact form.
Key Benefits:
- Faster issue resolution for simple issues
- Instant interactive support with a live agent
How to Access the Supplier Support Chat:
- Go to > Supplier Contact Page
- Select the appropriate contact reason
- Click on Chat with us
- To start the chat, type your message in the pop-up
- Make sure to attach any relevant screenshots if needed
What is a ‘simple’ issue?
A simple issue is one that our support agents can handle in real-time without needing more information from or an escalation to another team within GetYourGuide. Our support agents can help with the following issues over chat:
• Account & Profile: registration, user access, company details, insurance documentation, and notification settings
• Product Management: tour details, photos, descriptions, meeting points, pricing, and availability settings
• Financial Support: payment settings, invoices, commission rates, and payout information
• Performance & Reviews: customer reviews, analytics, optimization tips, and business insights
• Technical Support: platform navigation, connectivity issues, system access, and basic troubleshooting
What is a 'complex' issue?
We consider an issue complex if our agents need more information from or an escalation to another team within GetYourGuide in order to answer the question.
The following topics usually require more assistance and cannot be helped via chat:
• Supplier Company Verification: verification processes, account restrictions, and compliance issues
• Booking Complexities: booking modifications requiring special handling, multi-party cancellations, and custom booking arrangements.
Please make sure in the Contact Form to select ‘I need assistance with a booking’.
• Advanced Product Setup: complex content creation, specialized translation needs, custom meeting points, and intricate pickup logistics
• Payment Investigations: payment failures, invoice discrepancies, complex payment reconciliation, and specialized payment arrangements
• Technical Issues: system bugs, connectivity problems, and integration challenges
Note: While our Support Team will gather initial information and guide you through the process, these topics typically require creation of a follow-up ticket and escalation to specialised internal teams for complete resolution.
Frequently Asked Questions:
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What are the working hours for the Supplier Support Chat?
The chat is available 24/7 for our Suppliers in English and is currently in beta version and available to European and American suppliers -
What are the current limitations of the feature?
As this feature is still in beta, it is only accessible to suppliers located in the EU or USA. To view the chat feature, suppliers must be logged into the Supplier Portal and have an active account.
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