Go to Dashboard

How can we help?

Popular articles Welcome to Gelato! Getting Started Guide (Manual Orders) Getting Started Guide (Shopify integration) What hangers are a good fit for my poster size? How can I order a framed poster? What print products do you offer? Where can I find product dimensions? How can I check your product pricing? How does the sign-up promotion work? Can I claim back the VAT of my order? Why do I get charged VAT on some orders and not others? VAT on local printing and delivery within EU Where do you print locally? How quickly do you deliver? How do I estimate the pricing for shipping? Where can I find the flat rates for shipping? How do I see where a specific product is being printed? I receive an error message when I try to place an order. What should I do? Email Notification from Gelato: Order [123] is on hold - Action required Do you offer 24/7 customer support? What is you return policy and quality guarantee? How do I report a problem with my order? How do I place a manual order via the Gelato Dashboard? How do I check the order status in the Gelato Dashboard? How do I check shipping method and tracking in the Gelato Dashboard?

Gelato Customer Service

At Gelato, we provide a comprehensive self-service tool through our Gelato Dashboard that you can use to solve most of your customer service needs. We recommend adding your Customer Support agents to your Gelato account so that they can easily manage your Gelato orders.

Your customer service team can also contact Gelato support via email at apisupport@gelato.com to get assistance 24/7.

Note: Gelato Support will never contact your end customers directly.

 

Gelato contact details

  • Email: apisupport@gelato.com 
  • Hours of Availability: 24/7
  • Response time to queries: <24 hours
  • Live Chat: Available via the API Portal for registered users 

 

Customer requests that you can resolve without contacting Gelato Support

There are a number of common requests from your end customers that you can solve easily through our Gelato Dashboard without the need to contact Gelato Support.

 

Common reasons for contact

Below are the most common reasons for you to get in contact with Gelato Support team or for Gelato Support team to get in contact with you. Please ensure that you share with us your Customer Support email address where we can send this type of communications.

 

1. Your customer received a defective/damaged product and you would like to send a reprint

  • Place a Reorder via the Gelato Dashboard - please note that you will be initially charged for the new order.
  • If you would like to file a claim and get a refund for the resubmitted order, reach out to Gelato Support with the following information:
    • Original order number
    • Resubmitted order number
    • Description of the error
    • Pictures of the damaged order [MANDATORY]

Note: The pictures are very important for our team for internal reporting. When an order arrives damaged, we trigger an internal investigation with our print and logistics partners to ensure that this doesn't occur again.

 

2. Gelato production team has noticed a file or quality concern not related to production

  • Gelato Support reaches out to your Support with the following information:
    • Customer Order Number
    • Description of concern (i.e. spelling error, image issue, cropping)
    • Request for direction, or request to correct the issue and reorder

 

3. Gelato shipping team finds that address provided is incorrect or product cannot be delivered

  • Your customer service team will receive an automated email with the following information:
    • Order Number
    • Error description (i.e. address error)
    • Link to the order in the Gelato Dashboard to allow you to fix the error and place a reorder

 

4. You are not able to submit an order via Gelato API (for customers with Gelato API integration)

  • Your customer service team reaches out to Gelato Support with the following information:
    • Customer Order Number
    • Description of error
    • Logs of the API call and response (very important to troubleshoot the issue quickly)
    • Request to correct the issue and reorder (in most cases)

 

 

Was this article helpful?
1 out of 2 found this helpful