Dear Cardmarket Users,
We often face a large number of tickets in the winter months, which is why we make a post every year explaining the postal delays that come with the holiday season. Unfortunately, this year, we're swamped with far more tickets than we expected and this has led to a backlog (12 days at the time of writing).
This happened for a few different reasons. There is a large increase in the postal delays, especially for tracked shipments, on top of our own switch to the new support platform. We're already working through the backlog and expect to return to our normal response times in the coming months. You can help us do that faster! To do this, we're asking that you don't submit tickets before January, especially for delays on new shipments, as these issues are mostly solved with a little patience. This will allow us to get back on track more quickly, leading to a better support experience overall. We'd also like to ask users to check their unresolved tickets on the Help Desk.
Many users also have open tickets on our help desk that have already been solved. Closing the ticket will help save time for our team while they get caught up. One common problem this winter involves tracking codes. In recent months, users have had tracking codes say a shipment has been delivered when it hasn't been yet. These packages will still be delivered... don't worry! It just will take some extra time after it's delivered to your local parcel office.
We’d also like to take this time to remind you of a useful feature that will make the support process better for our most common tickets - shipments that haven't arrived. Buyers can mark a shipment as "Not Arrived" 30 days after a shipment was sent. This automatically creates a ticket for tracked shipments, and no other action is necessary on the part of the buyer.
We thank you for your help and patience on these issues. Everyone at Cardmarket wishes you a very happy holiday season.
Your Cardmarket Team