How to Get Quick Resolution from Your Account Manager

If you’re a White Label Pro or White Label member, you have access to a dedicated Account Manager who can help you get faster support and priority handling for your concerns. Follow these simple steps to ensure your issue is resolved quickly and efficiently .

🔹 Step-by-Step Process

 

Step 1: Raise a Support Ticket

1. Log in to your Fly Dashboard.

2. Go to the Support section.

3. Submit your query under the correct category (Orders, Billing, Technical, etc.).

4. Once submitted, you’ll receive a ticket number (e.g., #SW12345) on your screen and by email.

 

Step 2: WhatsApp Your Ticket Number to Your Account Manager

1. Open WhatsApp and send a message to your assigned Account Manager.

2. Include your ticket number and a short note about your issue.
   Example:

   Hi [Manager Name], this is ...... from .................................
   I’ve raised Ticket #SW12345 regarding a product listing issue.
   Please prioritize this.

    

    

    

    

3. Step 3: Account Manager Prioritizes Your Request

   
   Once your ticket number is shared via WhatsApp:

   • Your Account Manager will tag it as “High Priority.”

   • The support team will move your case up in the queue.

   • You’ll receive an update within 1–6 business hours (for urgent issues).

    

   Step 4: Track Updates in Fly Dashboard

   • Log in to your Fly Dashboard → Support Section → My Tickets.

   • You can check your ticket’s real-time status (Open, In Progress, Resolved).

   • If you need to share more details, just reply directly within the same ticket.

    

Role of Your Dedicated Account Manager

As a White Label Pro or White Label member, your dedicated Account Manager is your single point of contact for ensuring smooth communication and faster issue resolution.

Account Manager Availability

Working Hours:
Monday to Friday: 9:00 AM – 5:00 PM (IST)

Weekly Off:
Saturday & Sunday

Messages received outside business hours, on weekends, or on public holidays will be responded to on the next business day.

Your Account Manager Will:

✅ Prioritize Your Support Requests

• Review the support ticket you have submitted.

• Mark eligible tickets as High Priority for faster handling by the support team.

• Ensure urgent business-critical issues receive prompt attention.

✅ Coordinate with Internal Teams

• Liaise with the Technical, Product, Billing, Logistics, and Operations teams on your behalf.

• Follow up internally to keep your request moving until it is resolved.

✅ Provide Status Updates

• Keep you informed about the progress of your support ticket.

• Explain any delays, additional requirements, or next steps.

• Ensure you receive timely updates throughout the resolution process.

✅ Assist with Business Growth

• Guide you on using Snazzyway Fly features effectively.

• Recommend suitable products, tools, and platform features.

• Share best practices to help grow your dropshipping business.

✅ Escalate Critical Issues

• Escalate time-sensitive or business-critical matters to senior support teams when required.

• Help minimize delays for high-impact issues.

✅ Help with Account-Related Queries

• Assist with plan benefits and feature clarification.

• Guide you through onboarding and account setup.

• Provide information about available platform resources and services.

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What Your Account Manager Cannot Do

To ensure transparency, your Account Manager cannot:

• ❌ Resolve issues without a Support Ticket.

• ❌ Modify or bypass company policies.

• ❌ Process refunds, replacements, or financial approvals independently.

• ❌ Make technical changes directly to your store or account.

• ❌ Guarantee resolution times beyond published service levels.

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Best Practice

For the fastest support:

1. Raise a Support Ticket in your Fly Dashboard.

2. Send the Ticket Number via WhatsApp to your Account Manager.

3. Your Account Manager will prioritize and coordinate your request with the relevant team.

4. Track all updates in the Fly Dashboard → Support → My Tickets.

Following this process ensures your request reaches the right team quickly and receives priority attention whenever applicable.

Remember:

Your Account Manager is your direct link to the Snazzyway support network. Use the ticket + WhatsApp method for all urgent issues — it ensures your query gets the fastest possible response and resolution.