Complaints & suggestions to the Senvia team

Send a complaint, suggestion or bug report

1. Open Feedback from the account menu (top right), from Settings, or from the Senvia 助手 window. In the store app it is under Me.
2. Press New ticket, choose the type (Complaint, Suggestion or Bug report) and a category (Checkout, Bookings, Membership & packages, Payroll, Website & online shop, App, Billing & payment, Other).
3. Write a short title and what happened. Add up to 5 screenshots — they are compressed and count towards your shop's storage.
4. Before you press Send you see what goes with the ticket: the page you came from, the app version, your device and branch. Nothing else from your shop is sent.

Follow the answer

1. Your tickets show their status: Submitted, In progress, Replied, Resolved or Closed. A red dot on your avatar (or on the Me tab in the app) means the Senvia team replied.
2. Open a ticket to read the conversation and add messages or images. You also get an e-mail when Senvia replies or changes the status.
3. Problem solved? Press Mark as resolved and rate the help from 1 to 5. Not solved after all? Reopen it within 14 days; after that send a new ticket.

Who can send tickets

1. The owner and managers can send and see all tickets of the shop.
2. Staff and cashiers can be allowed in Settings → Permissions → Complaints & suggestions (View = read, Edit = send). They only see their own tickets.
3. Contact a person in Senvia 助手 also creates a bug-report ticket with the chat attached.