Contact Virtual Shopping support
Last updated
Last updated
When you come across an issue, check out the FAQs in the section in case we’ve already got an answer to your question.
If you can’t find the answer you need, or you would like to share feedback with us, email the Virtual Shopping Support team at help.virtualshopping@klarna.com. If you're in the Store App, you can quickly do this by opening the Side Menu and tapping 'Get Support'.
So we can help you, make sure you provide the following:
Your name and the name of your company.
Date and time of the occurrence.
Description of the issues you are having, along with screenshots if possible.
Confirm the email address you would like to receive a reply on.
Device details including the Device type and Store App version if applicable.
‼️ Before you submit a ticket, please take a look at the following page with full details on what to include in a ticket or support request. This will help us get all the information we need to help you quickly and efficiently:
🌍 Geo-restrictions
The VS technical team can implement geo-restrictions for specified countries, cities, postal codes, or IP addresses where only ongoing chats are displayed or On-site Chat is not displayed.
💭 Needs selector
The needs selector allows shoppers to select a reason why they’re requesting a chat. Get in touch with us to set this up and customize it.
📖 Product Feed
We can help review and validate product feeds in addition to updating the cadence of product feed auto-indexing. We can also adjust the feed location.
💬 Non-customizable strings
Get in touch if you want to update any non-customizable strings for On-site Chat outside of the Appearance tab under the On-site Chat section of the Dashboard.
🛒 Departments order and deactivation.
Let us know if we can change the order or deactivate any departments you’ve set up.
🚫 Deactivate stores.
We can assist with deactivating stores.
📧 Email shoppers permissions.
If you would like to switch on the option to contact emails via email, let us know.
🔑 Access to Dashboard.
Get in touch if we can give other users in your organization access to the Virtual Shopping Dashboard.
🔧 Amend Store App accounts
Get in touch if you need us to allow Store App users to access the catalog or require small adjustments to their accounts. We can also update employee IDs and anonymize Store App accounts if needed.
🌟 Enable Privacy Policy
Depending on your company’s privacy policy needs, we can set up custom strings for an optional privacy policy pop-up.