Straightsell was owned by SecurePay, a business of Australia Post. As of the 14th of February 2017, this is no longer the case. A new independent operation, Straightsell Pty Ltd (ABN 73 615 634 556), will run from that date forward. There will be no change to your day to day operations or interactions with Straightsell, but you will now be serviced by a stand-alone, dedicated team; the team who have supported you in the past.
If you have emailed a Straightsell team member at a '@securepay.com.au' address in the past, please update your contacts to reflect '@straightsell.com.au' which will ensure that Straightsell staff continue to receive your communications after the 13th of February 2017.
In preparation for this transition we have been working hard on improving our customer support process to achieve faster response times, a smoother escalation procedure and staff better equipped to handle your queries.
For this to happen we need your help in familiarising yourself with the new way to submit your enquiries and service requests moving forward.
The Straightsell Help Centre
The most significant change to the support process is the addition of the Straightsell Help Centre. This is the new home for reporting problems and submitting service requests. Simply select one of the options provided and enter all requested information. Be sure to include specific examples so we can replicate the problem and attach any relevant files such as CatalogueLINK logs if reporting a CatalogueLINK issue, screenshots showing a website error and so on.
The Help Centre contains knowledge base articles with step by step instructions in how to resolve an issue yourself. Just enter a few words into the search bar (e.g. upload images) and any relevant knowledge base articles will pop up. If you cannot find one covering your particular request, you can submit a request for a new knowledge base article in the Help Centre.
Please bookmark the new
Straightsell Support page for more information on our technical support.
Getting Access to the Straightsell Help Centre
If you received this email, another email will go out in the coming weeks with a link to sign up for the Help Centre. If you have staff that require access to the Help Centre, upon gaining access please raise a request on their behalf via the
Request Help Centre Access option in the Help Centre. We will set them up with an account as soon as we can.
Telephone Support
Once the Help Centre is launched if you call the
1300 136 456 number we will create a ticket in the Help Centre for you. If you cannot supply us with all requested information we will assign you a case number and ask you to provide the information in the Help Centre when possible to allow us to continue providing you with assistance.
Email Support
In the coming weeks, emails sent to
support@straightsell.com.au
will no longer be monitored for support. An automatic reply will be sent to all emails sent to this address. We will send confirmation of when this is to occur ahead of time, but in the meantime please submit access requests for other staff members via the Straightsell Help Centre once you gain access. If you have any questions about any of this, please email us at
support@straightsell.com.au
or complete the
Contact Us form and we will get back to you as soon as we can.
We appreciate your patience and thank you for choosing Straightsell.
