What is my escalation responsibility?

Maintain an up-to-date customer service email in your merchant profile. When we escalate a case to you, you must respond within 4 business hours during Monday–Friday, 9am–5pm in your local timezone. Escalations that go unanswered may result in Common Goods issuing a refund and charging back the cost to the merchant.

Keep these current in your merchant profile. Customers see them before purchase.