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Customer Service

At Gelato, we provide a comprehensive self-service tool through our API Portal 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.

 

In this article:

 

Gelato contact details

  • Gelato Support – apisupport@gelato.com 
  • Hours of Availability: 24/7
  • Response time to queries: <24 hours

 

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 API Portal without the need to contact Gelato Support.

 

Common reasons for contact

 

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

  • Place a Reorder via API Portal
  • If you would like to file a claim and get a refund for the resubmitted order, your customer service team reaches out to Gelato Support with the following information:
    • Original Order Number
    • Resubmitted Order Number
    • Description of Error (with pictures if applicable)

 

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

  • Gelato Support reaches out to your customer service team with the following information:
    • Customer Order Number
    • Description of concern (i.e. address error, shipping carrier concern)
    • Request your Support to get clarifications from the customer, or place a reorder

 

4. You are not able to submit an order via Gelato API

  • 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
    • Request to correct the issue and reorder (in most cases)

 

 

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