The IVR (Interactive Voice Response) phone system will save you time from having to wait on the Support line to speak to a live Support representative to resolve time-sensitive issues. When you call into Support, you will be greeted by our new phone system and given specific prompts to categorize and assist with your issue.
How It Works:
Now when you call our Customer Support line, you are able to select whether you are having an issue at the pickup or delivery step in the Gig process (Option 1). The IVR phone system will find your account and allow you to select the Gig you are having an issue with. From there, simply select the particular problem you are having and we’ll handle the rest to get you back on the road faster. The options are:
- Item Out of Stock
- Item Not Ready
- Item Has Already Been Delivered
- Item Not As Described
- Order is Incomplete
- Other Reason (this option will send you right to a live agent to continue assisting with your issue)
After you select your particular issue, our IVR system will provide you with an option to automatically create a cancellation (and receive the courtesy payment) for your Gig. You must wait at least 15 minutes after the indicated pickup time to give the sender time to collect and prepare items for pickup. If the Gig is not ready after 15 minutes, call into the IVR system for help creating a cancellation. Approved cancellations are eligible for a courtesy payment of $4 for a Small, Medium or Large Gig, $6 for an XL Gig and $8 for a Huge Gig.
The Delivery Issues option will also help reduce your need to wait on Support and get you back on the road. The options in this step are:
- Unable to Get Signature
- Recipient Unavailable
- Recipient Refused Item(s)
- Unable to Reach Drop-off Location
- Unable to Verify Age for Signature is 21+ Years Old
- Other Reason
Whenever any of these options are selected, our IVR system will provide you with an option to create a Return Gig! When the Return is created, you will automatically be assigned to the Gig. You will just simply return the item back to where it came from.
All of these things were done with your valuable time in mind. Of course, you can still reach a live Support agent (Option 2) or directly leave us a voicemail (Option 3) if you need any other help.