Can you please describe how would a typical "Support-request" will be handled?

All requests will be handled by our team since we're the merchant of record. If we need to escalate to your team, we'll loop your support team in to resolve the concern. 

Additional support contact details will be collected in our vendor portal which you should have received an invite to. 

Please be sure to have all contact information up to date for our team to reference.

If a customer reaches out to your team directly, you can direct them back to our support team for direct assistance HERE

In the unfortunate event that you run into a bulk concern and need assistance to notify customers, please let our team know ASAP by contacting [e-mail].