Hi Jeevan, do you already have a ticket with us? If not, please open one by mailing support@screeneo.com
Please provide us with as much information as you have. Yes we can look it all up, but that takes extra time, when you probably have the information, your information, already at hand. So if you have an issue with your shipment or tracking code, it helps us if you provide us with:
• your name or email you backed with if different from the one you’re mailing the support desk with
• your full current address (as this may have changed since you backed; providing this before we have to ask saves everyone time)
• the actual tracking code
• your IndieGoGo contribution ID
• your Backerkit ID
• if it’s a follow up request, the number of the previous ticket if known, or just replying to the last email received in the previous ticket submitted
• the steps you’ve already done to solve this issue you’re facing
• as detailed a description of your issue or request as possible
This saves us from having to look up info in all sorts of systems before we can start to find a solution.
If you already DO have a ticket, but did not have all these details in it, please REPLY to the email you got back last from the supportdesk system and add any of the above not yet present in the ticket.
If you do NOT have any ticket then use one of the following subject lines when composing the email to support@screeneo.com:
• Returned 2 Sender
• Shipping Exception DHL (no progress / stuck in Germany / stuck in UK / stuck by Amazon / still in transit)
• Tracking Not Working / Not Shipped (label given before 20-6-2020 but not working; probably not shipped then somehow)
• Lost / Stolen in Transit / Upon Delivery
• Other issues
the bolded parts can be used as subject lines when mailing support