I have concerns with my live RUSH eStore/Loyalty

My Loyalty/eStore is already live and deployed but I have some concerns/ encountered an error. What should I do?

You can file a support ticket to RUSH so we may address your concerns accordingly. Please include the details of your concerns, screenshots or screen recordings, and the steps you have taken so far to address the issues before you opted to file a support ticket..


  1. There are two ways to file a support ticket: Via email
  2. Via the RUSH Help Center

 


Via email:

  1. Send your concern to support@rush.ph
  2. Our Merchant Support specialist will get in touch with you within 2 hours from the receipt of your email. Our Support Hours are now 7 days a week!

    Mondays - Fridays: 8:00 AM to 8:00 PM

    Saturdays: 9:00 AM to 6:00 PM

    Sundays: 11:00 AM to 8:00 PM

  3. Our Merchant Support specialist will acknowledge and respond to your email indicating your Ticket Number and the severity of your concern. You may monitor the turnaround time or Service Level Agreement (SLA) here.
  4. Once the ticket has been closed, you will receive an email with a survey to assess your level of satisfaction with the assistance provided by our Merchant Support team.

 



Via the RUSH Help Center
  1. Go to https://help.rush.ph/knowledge
  2. Click File a Ticket
  3. In the ticket, provide all the information related to your concern. Feel free to attach screenshot/s if necessary.
  4. Once all the information are provided, click Submit.
  5. Our Merchant Support specialist will get in touch with you within 2 hours from the receipt of your email. Our Support Hours are now 7 days a week!

    Mondays - Fridays: 8:00 AM to 8:00 PM

    Saturdays: 9:00 AM to 6:00 PM

    Sundays: 11:00 AM to 8:00 PM

  6. You will receive an email from our Merchant Support team indicating your Ticket Number and the severity of your concern. You may monitor the turnaround time or Service Level Agreement (SLA) here.
  7. Once the ticket has been closed, you will receive an email with a survey to assess your level of satisfaction with the assistance provided by our Merchant Support team.

 

To track the status of and updates on your support ticket, you can visit the Customer Portal.
  • Go to the RUSH Help Center and click Go to Customer Portal.
  • Log in to your Customer Portal account. If you do not have a Customer Portal account, click Register here to create one.
  • Your portal's home page displays all your submitted tickets in one place, showing the topline information such as ticket ID, subject, and status. To view all the information and activities related to a specific ticket, click on the ticket subject. 
  • From here, you can monitor the status of each ticket, reply to the same thread, and attach files related to your ticket.