(Support & Escalation – Seller & Buyer Guide)

Support teams can resolve issues much faster when requests are clear, complete, and correctly submitted.
On Kingston Express, most delays happen not because support is slow, but because critical information is missing or unclear.

This guide shows you:

• What to include in every support request
• How to structure your message
• What NOT to do
• How Dispatched by Kingston Express affects support handling

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Why Request Quality Matters #

A good request:
✔ Reaches the right team faster
✔ Reduces back-and-forth questions
✔ Prevents unnecessary escalation
✔ Resolves issues in fewer steps

📌 Support works best with clarity.

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Step 1️⃣ Choose the Correct Issue Category #

Always select the category that best matches your issue:

• Orders & delivery
• Returns & refunds
• Disputes or chargebacks
• Account & security
• Dispatchment issues

📦 Dispatchment-related issues are routed differently due to verified records.

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Step 2️⃣ Include the Essential Details (Non-Negotiable) #

Every effective support request should include:
✔ Order number(s)
✔ Username or store name
✔ Clear description of the issue
✔ Current status (if any)

📌 Missing basics = delayed resolution.

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Step 3️⃣ Explain the Issue Clearly (Short & Factual) #

Use this structure:

• What happened
• When it happened
• What you expected
• What seems wrong

✔ Stick to facts
✔ Use simple language

❌ Avoid:

• Long stories
• Emotional language
• Accusations

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Step 4️⃣ Attach Only Relevant Evidence #

Attach evidence only if it:

• Directly relates to the issue
• Is clear and readable
• Supports your claim

Examples:

• Screenshots of errors
• Delivery confirmation (if seller-managed)
• Incorrect listing screenshots

📦 For Dispatched by Kingston Express orders, many records are already available.

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Step 5️⃣ State the Goal (This Helps Routing) #

Clearly state what you’re looking for:

• Clarification
• Correction
• Status update
• Escalation review

📌 Support resolves faster when the goal is clear.

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What an Effective Request Looks Like (Example) #

“Order #KE12345 is marked delivered, but the buyer reported non-receipt. This order was dispatched by Kingston Express. Please review delivery confirmation and advise on next steps.”

✔ Clear
✔ Complete
✔ Calm

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What Slows Support Down (Avoid These) #

❌ Opening multiple tickets for the same issue
❌ Sending emotional or threatening messages
❌ Submitting irrelevant files
❌ Asking multiple unrelated questions in one ticket

⚠️ These reset timelines.

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How Dispatchment Improves Support Speed #

For Dispatched by Kingston Express orders:

• Delivery records are centralized
• Packing and handling are verified
• Fewer clarifications are needed

📦 Verified data = faster resolutions.

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What Happens After You Submit a Request #

After submission:

• Ticket is assigned
• Issue is reviewed
• You may be contacted for clarification
• Resolution or next steps are provided

📌 Respond promptly if follow-up is requested.

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How Often to Follow Up (Important) #

✔ Wait for the stated response time
✔ Follow up only if overdue
❌ Do not send daily messages

📌 Too many follow-ups slow progress.

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Final Rule (This Gets Faster Help) #

👉 Clear, complete, and calm requests get resolved first.

Users who submit focused requests, include essential details, and rely on Dispatched by Kingston Express experience faster, smoother support outcomes 🎧📦🛡️