You may find yourself with a question that can't be answered on the database of help articles, and that you don't recall from your training. As always, check with your direct manager to see if they can assist, and when the issue needs further attention, please reach out to MTM.Design in the following capacities:
1) help@mtm.design (production-related inquiries) or support@mtm.design (tech/IT related issues)
Some things you will need to ask Help could include the following:
- Clarification on the status of an order (if you've already checked elsewhere to find an answer)
- Fabric-related questions (replacement for B/O, stock, etc.)
- Quality control submissions
- Cancellation requests
- Design requests (for designs that aren't available on the builder)
- Embroidery/special monogram requests
- Special orders (buttons, belt loops, trims, etc.)
- Shipment requests (separate shipments, changes)
- Measurements & posture questions
- General inquiries, questions or concerns
Other things you will send to Support could include the following:
- Technical issues
- Platform error messages (page not found)
- Feature requests
- Report requests
***Please note that the solution time for each scenario will be different. If a maker is involved in a scenario, this can add to the resolution time. See *Customer Service - SLA
--> The only, direct email that's necessary to be sent to Amanda is for any DIY custom lining submissions.
All other remaining inquiries can be directed to Help or the Sales team.