Support Policy
At Smile.io, we are specialists in customer rewards and want you to be successful with your ecommerce store. We are happy to answer any questions you have with setting up your rewards program. The Smile.io support team is available Monday to Friday, between the hours of 9:00 AM and 5:00 PM Eastern, excluding holidays.
What’s included in Smile.io support?
- General questions about our app
- Questions regarding the technical scope of our app
- Assistance with installing the app
- Help with setting up
- Guidance with loyalty strategy
What’s not included in Smile.io support
- Errors related to your store’s theme which can affect the customer registration page. This issue can be resolved much better by your theme developer.
- Application conflicts relating to theme customizations.
- We reserve the right to deny support for customers that have exceeded their program limits.
Support etiquette
At Smile.io, we aim to provide you with upstanding support and professionalism. Any conversations that are of an unprofessional nature or include insults towards our staff and business, we will reserve the right to refuse further assistance to that merchant.
Limitation of liability
When creating a staff account for Smile.io support staff, we are not liable for any changes, customizations, or alterations to your shop that may result in lost profits or any special, incidental or consequential damages arising out of or in connection with our products or services.