DRAFT — NOT YET IN EFFECT. Placeholder structure only. Underwriters check that a real, monitored contact route exists and that it matches the details on your merchant application — so fill this in with routes you will actually answer.
[[TODO: Monitored email address for customer enquiries. Use a domain address, not a free webmail account — a free webmail contact address is a common underwriting objection.]]
Telephone
[[TODO: Number and the hours it is answered, or remove this section if you will not staff a phone line. An unanswered number is worse than none.]]
Postal address
[[TODO: A real address for correspondence. Say whether it is the registered office, a trading address, or both — see Company Details.]]
When you will hear back
[[TODO: Target response time for ordinary enquiries, and state it only if you can meet it.]]
Order enquiries
[[TODO: What to include — order number, date, and the nature of the problem — and where to send it.]]
Complaints
[[TODO: How a complaint is raised and what happens next. Worth keeping distinct from general enquiries; processors like to see a defined route.]]