The objective of Rakuten's collaboration process is to work with merchants on the customer's behalf and resolve any issues customers may have with their order. Our collaboration is focused on both phone support and e-mail support.
When our mutual customer calls Rakuten for support, one of our support specialists will contact you directly via phone, with the intention of allowing you to assist the customer in real time. In the event that we are unable to reach you via phone or the customer contacts Rakuten through e-mail, we will revert to communicating with you via e-mail. This process will progress as follows:
- Rakuten Customer Service to call merchant and warm transfer the mutual customer.
- If merchant is unavailable via phone or the customer contacts Rakuten using e-mail, Rakuten will e-mail merchant regarding the contact and provide the customer the merchant’s contact information.
- If we do not receive a response from the merchant within exactly one business day, Rakuten Customer Service will e-mail the merchant again.
- If we do not receive a response to our follow up e-mail in exactly one business day, Rakuten will issue the customer a full refund at the expense of the merchant.
We hope this change will allow for quicker resolution to the customer, as well as give you immediate visibility on the customer’s inquiry.
Thank you for selling on Rakuten! Let’s make this a wonderful shopping experience for our customers!