Navigating the Customer Service Emails and Alerts

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Navigating the Customer Service Emails and Alerts

Customer to Seller Email Communication

We strive to have customers use the online order center to message the seller. If a customer calls our call center, we will coach them and occasionally send the message on their behalf in the order center.

These customer emails come from the domain   

Some might consider this as “fake” email address. They are actually encrypted emails. When you respond, a copy of the email goes to the customer; the conversation is stored in the online order center; it is logged in the Seller Portal; and order call center software for visibility. When the customer responds, the seller’s customer service email address will receive the response and the conversation is logged in the same systems.

Actions Required by Sellers

These must always be replied to. If a seller does not reply to these, an auto-escalation occurs. One thing to remember, even if the customer says something that might not appear to need a response, our system will be looking for the response to it and will auto-escalate for no response. 

Auto-escalation Notifications

These come from  – they do not need to be responded to directly. This inbox is not monitored. 

Actions Required by Sellers

Find the last customer email from the domain regarding the order and reply to that email chain. 

This email was sent because there was no response to the last customer email and it’s been 3 business days already. If you do respond right away to the customer after you get these, hopefully our offline call center team will see your response and not send it to my team to generate yet another email.

Seller Support Escalations

Emails come from

The seller support team will engage a seller if an automated escalation occurs and the issue is not resolved, and if a customer manually request Sears to intervene and the issue is still not resolved.

Important: Even if you responded to the customer, this team needs a response or they may end up issue a Marketplace Guarantee Claim and refund something inadvertently. 

Return Request

Return request emails come from: “Sears Order” <> with the subject “Customer Return Request submitted via Sears seller portal”. If the seller does not respond to the first email notification after 1 business day, a reminder email with subject: “Reminder to respond to customer return request via Sears seller portal” is sent.

Actions Required by Sellers

You do not need to reply directly to these emails. This is simply an alert that a customer requested a return authorization and you need to authorize the return via the Seller Portal. For complete details on this, please see the article “How the return authorization process works”.

Dispute Detail Control Center

The Dispute Detail Control Center for Sears emails from: “Dispute Detail Control Center” <>.

This team is responsible for reviewing and fighting credit card dispute from customers.  They will email a Sellers customer service email address asking for assistance with information that is needed to dispute a customer credit card dispute.  If you have signed proof of delivery, pictures from delivery, or other documentation, it is important to respond in a timely fashion with this information.  Failure to respond, we create a situation in which the dispute will have to be accepted and the seller will be at risk of covering the loss.

For additional information, please see the Sears Marketplace Vendor Information Guide section 3.6.1.

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