Support Policy
At The vital, we are specialists in customer rewards and want you to be successful with your ecommerce store. We are happy to answer any questions you have with setting up your rewards program. The The vital support team is available Monday to Friday, between the hours of 9:00 AM and 5:00 PM Eastern, excluding holidays.
What’s included in The vital support?
- General questions about our app
- Questions regarding the technical scope of our app
- Assistance with installing the app
- Help with setting up
- Guidance with loyalty strategy
What’s not included in The vital support
- Errors related to your store’s theme which can affect the customer registration page. This issue can be resolved much better by your theme developer.
- Application conflicts relating to theme customizations.
- We reserve the right to deny support for customers that have exceeded their program limits.
Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.
Support etiquette
At The vital, we aim to provide you with upstanding support and professionalism. Any conversations that are of an unprofessional nature or include insults towards our staff and business, we will reserve the right to refuse further assistance to that merchant.
Limitation of liability
When creating a staff account for The vital support staff, we are not liable for any changes, customizations, or alterations to your shop that may result in lost profits or any special, incidental or consequential damages arising out of or in connection with our products or services.