We Want to Help
At Rebuy, our support team is here to help you succeed. Whether you are troubleshooting a technical issue, asking a question about a feature, or working through something complex with one of our engineers, we are committed to getting you the best outcome possible.
We also know that reaching out to support sometimes happens during a stressful moment. Something might not be working the way you expect, and that can be a lot to deal with, especially when it is impacting your store or your customers. We get it, and we are here to work through it with you.
What We Ask
To make sure our team can focus fully on resolving your issue, we ask that all interactions with our support team, whether through live chat, email, or our AI support agent Fin, remain respectful and professional.
Specifically, we are not able to continue supporting conversations that include:
• Profanity, insults, or personal attacks directed at support staff
• Threatening or intimidating language
• Discriminatory language of any kind, including racial slurs
• Harassment or repeated hostile behavior
This applies to all communication channels, including interactions with our AI agent. While Fin is an automated tool, conversations through that channel are still reviewed and are subject to the same guidelines.
What Happens If the Guidelines Are Not Followed
If a conversation falls outside of these guidelines, our team may pause the interaction and let you know what we need in order to continue. In most cases, we will keep the ticket open so you can pick back up when you are ready.
In more serious or repeated cases, our team may close the conversation, escalate the situation to management, or adjust your access to support services.
Our priority is always to resolve your issue. We just need the conversation to stay within our guidelines so our team can do their best work for you.
Why This Matters
Our support engineers are real people who care deeply about helping you succeed with Rebuy. This policy exists to make sure they can show up at their best for every interaction. A respectful partnership between our team and yours leads to faster resolutions and better outcomes for everyone.
For the full details of our support guidelines, including support hours, scope, and incident response, please review our Support Policy.