Customer support services
Cleverbridge provides customer support services for your customers throughout their post-purchase journey. Our Customer Support teams combine efficient written communication with an empathetic, solution-oriented approach to help customers resolve a wide range of order, payment, subscription, refund, and other post-purchase inquiries.
Customers are usually directed through the main Cleverbridge support channels, including the Help Center support form and Cleverbot. Some requests may also be received through other support channels, such as email, fax, or letter. After a request is received, Cleverbridge Customer Support reviews it and, when needed, routes it to the appropriate internal specialist team.
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 solution-oriented support for different aspects of order management in seven languages.
Their main responsibilities include the following:
- Identifying unknown charges
- Redelivering order information
- Modifying payment methods
- Canceling or reinstating subscriptions
- Issuing full refunds
- Completing quote requests and purchase order processing
- Redirecting customers to client-side technical support
Payment Processing team
Our Payment Processing team supports customers by using their expertise in diverse payment methods to help facilitate smooth and secure transactions.
They help resolve payment-related issues, address tax-related inquiries, and guide customers through vendor form requirements. The team also manages exchanges with payment providers to troubleshoot transaction discrepancies, support regulatory compliance, and optimize payment processes.
Their main responsibilities include the following:
- Payment reconciliation:
- Duplicate payments
- Overpayments
- Underpayments
- Missing payment inquiries for all payment methods
- Missing refund inquiries for all payment methods
- Manual refunds, including partial, full, VAT, and sales tax refunds
- VAT, GST, sales tax, and withholding tax inquiries
- Vendor forms and W-9 form requests
- Payment delinquency notices
Customers do not contact the Payment Processing team directly. If a customer request relates to payment processing, Cleverbridge Customer Support reviews the request and forwards it internally to the appropriate specialist team when needed.