EShopWorld (ESW)

Issue Ownership

Below are some general rules of thumb as to who to contact if you see something incorrect onsite:

ESW Areas

For all of the below, use Contact Details to get to the correct area of ESW support.

ESW Control the display of the country selector (top of the website) and the content within the country list

If you see the 'Checkout With ESW' text, you are going to be redirected to the ESW checkout once you click either the guest or login buttons - note if you login you will still go to our login page before going off to ESW

The ESW checkout generally looks like this and will have a 'checkout.' prefix in the URL

Anything from this point onwards will be ESW - once checkout is complete the user will return back to the site homepage.

Remarkable areas

Everything else onsite should be directed to Remarkable to look into, inclusive of currency price displays on the products - where this was previously overriden by Global-E, it is now set in data our side.

Remarkable queries can do to yours.clothing@remarkable.net

ESW Contact Details

Consumer Support

CSP Tool	Full tracking and order information is available to the retailer Customer Service via the Customer Service Portal (CSP). https://cs.eshopworld.com/ Additional information is available in the ESW SOP
CS Support	The retailer can contact the ESW Customer Service team directly through their relevant email address e.g. yoursclothing_support@eshopworld.com as per their SOP for a range of queries e.g. Order Status, Payment Status, Shipping Enquiry, Returns & refunds status. Escalations for any exceptional or urgent issues that might arise, can be sent to CSmanagement@eshopworld.com. This email address is for internal assistance only and must not be shared with shoppers. If additional investigation is required, the Customer Service team will raise the issue with the relevant ESW group.

Retailer Support

Severity 1 issues (e.g. checkout not rendering, payment panel failing etc.)	Email techsupport_sev1@eshopworld.com AND call 24*7 UK: +44-330-058-3145 [Automated – leave a message, engineer will be paged] This should only be used for critical impact issues – e.g. issues with payments/orders at checkout that are blocking customers
All other tech queries (non Severity 1)	All other queries (non Sev 1), including change requests, access requests, bugs & features should be logged through the Retailer Portal URL. These requests are triaged when they come in and are reviewed by the functional owners twice daily at 10.30am & 4pm
Account query	Email your Customer Success Manager for support with business development, growth & any other support needed. You can contact them on EUCSM@eshopworld.com

Currency Updates

Base currency prices for all currencies are updated overnight (at around 8am). These prices are used to convert back to GBP for reporting purposes.

The price that you see onsite is set via ESWs portal by Emma Holmes, using a percentage uplift that we then work into an inflated rate. These rates are set to update on the first monday of each month.