Customer support
Cleverbridge provides world-class support for your customers by combining frictionless written communication with an empathetic approach. Two teams are involved in each customer's journey:
Customer Service team
Our Customer Service team makes sure order and payment-related inquiries are handled quickly and efficiently. Our multilingual and highly-trained customer service specialists provide an excellent, solution-oriented service for different aspects of order management in seven languages.
Their main responsibilities include the following:
- Identify unknown charges
- Redeliver order information
- Modify payment methods
- Cancel/reinstate subscriptions
- Issue full refunds
- Complete quote requests/PO processing
- Redirect customers to client-side technical support
Payment Processing team
Our Payment Processing team serves as a bridge between your customers and the payment providers. They manage over 23 payment options and 60 different currencies. They also use their extensive knowledge to provide your customers with the best solution possible for complex payment-related topics.
Their main responsibilities include the following:
- Assign manual payments
- Resolve duplicate payments/overpayments/underpayments
- Resolve duplicate credit card charges
- Issue partial refunds and VAT refunds
- Manage payment missing inquiries for all payment methods
- Manage refund missing inquiries for all payment methods
- Manage VAT, sales tax, withholding tax inquiries
- Complete vendor forms
- Issue US W-8 and W-9 form requests
- Issue payment delinquency notifications (PDNs)
- Resolve processing errors