5 Tips for Contacting Volusion Support During the Holidays

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It’s hard to believe that we’re nearing the end of the holiday season. By now your business has probably cruised through the busiest selling times, but you still have plenty of work to do and may have additional questions about your business operations.

Volusion continues its commitment to 24/7 phone, live chat and ticket support; but this year we will be providing limited support on Christmas Eve and Christmas Day to allow our wonderful employees more time with their friends and family. Here’s a bit more information about our support times during the holidays:

  • December 24th
    • Phone Support available until 6pm CST
    • Live Chat Support available until 9pm CST
  • December 25th
    • Tickets only until 12pm CST
    • Live Chat support from 12pm – 11pm CST
    • Phone support resumes at 12am CST (Morning of December 26th)

After December 25th, we will resume the normal 24/7 support schedule.  We know that your time is valuable during the holidays, so keep in mind that if you do call in during a period of high hold times, we offer the ability for you to leave a voicemail and our team will call you back. If you do request a call back, you will not lose your spot in line and can carry on with your busy day without being on the phone.

Outside of calling in, there are several troubleshooting steps and other support outlets that can help you resolve issues quickly, saving you even more time to get back to the holiday fun. Here are a few tips to keep in mind to make the most of Volusion support during the busy season:

Clear Your Browser’s Cache and Cookies

The most common culprit of minor issues is stored data in your browser’s cache and cookies. Have you recently made changes to your store, such as adding images, content, or even updating your password but aren’t seeing these changes show? These common issues can be resolved in a flash. Simply clear your browser’s cache and cookies, restart your browser, then refresh your site. You will most likely see the updates, but if you don’t – please contact our support team!

Update Content Display with Maintenance Tools

Sometimes, after adding several products or categories (especially via import!) the new content does not display automatically and the system needs a bit of a refresh. To fix this, we recommend rebuilding the search index. Simply go to your Dashboard, hover over the ‘Settings’ tab and click on ‘Maintenance’. Once there you will see a button that says ‘Rebuild’ next to the Search Index. Click that button and refresh your site. Your updates should appear on your store

When in Doubt, Check the Knowledge Base

Have a quick question about a feature or online store setting? Our Knowledge Base is packed with helpful Volusion-related articles and videos to help you find answers in less time than it would take to dial support and enter your store ID!.

Try Our Live Chat and Ticket Support

Having one of those days where you don’t feel like talking on the phone? We’ve got you covered with live chat. Like our phone support, live chat is also a 24/7 service outside of Christmas Eve and Christmas. Once you create a chat, one of our Support Representatives will be with you shortly, ready to assist with any questions or concerns you may have.

Another method for contacting Support is to create a ticket. Our ticket system is monitored and responded to 24/7, even on Christmas Eve and Christmas! Tickets are especially helpful if you need to send an attachment, such as a csv file. But, keep in mind that tickets may not be the best method if you need immediate assistance. In cases that need an immediate answer, we recommend phone or live chat support to ensure you get the fastest help for your business.

Provide Clear Communication

To speed up troubleshooting with all channels of support, clear communication is key. Our support representatives love examples to help them directly investigate merchant issues. By providing a clear overview of the problem, you will help our team provide a timely, efficient solution. If you are unsure of how to communicate your question to support, check out our latest article “How to Ask a Support Question” to help get you started.

The holidays may be a stressful time, but running your Volusion store doesn’t have to be! Remember that the support team is here for you and your business. The tips in this article will save you time and confusion when contacting our team and help you self-serve quickly to get you back to the holiday fun in no time!

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