Feedback status update

Every feedback or inquiry from merchants, either from the dashboard or senangPay Sales web, will be streamlined into HubSpot. This will enable our support team to focus and answer all merchants' inquiries and feedback efficiently.

A. Feedback timeline

Each inquiry or feedback will be answered based on our response time. However,

1. If there is no response from the merchant after 10 days under the "Pending" ticket, the ticket will be automatically "Solved".

2. Nevertheless, the merchant can still continue the conversation on the same ticket after the ticket is "Solved" and the ticket status will become "Open".

3. The "Solved" ticket will be automatically "Closed" after 28 days idling.