Customer support handoff

Your customers email you for support, not QR NFC Tap. We route any inbound support email from a known-customer-of-yours to you with a forward.

Tier-1 (you handle)

• "How do I create a QR?"
• "Where do I find my invoices?"
• "Can I cancel?"
• "I forgot my password" → password reset flow is self-serve at /forgot-password
• "Where do I add a phone number to my profile?"
• Billing disputes — you charged them, you refund them via Stripe

Tier-2 (escalate to QR NFC Tap)

• "The QR redirect is broken / 500 errors"
• "Apple Wallet pass won't install"
• "Custom domain SSL error after Cloudflare changes"
• "Suspected platform bug" — anything that suggests the underlying QR NFC Tap platform isn't working as designed
• Security disclosures — security@qrnfctap.com
• Privacy/DSAR involving QR NFC Tap sub-processors

For Tier-2: email agency-support@qrnfctap.com with the customer's email + the issue. We respond within 4h UK business time.

Telling customers what you provide

Set expectations early:

• "Reply within 4 business hours"
• "Email-only support, no phone (or phone available on tier X)"
• Your support email format (support@youragency.com)

When customers reach QR NFC Tap directly

If your customer emails support@qrnfctap.com directly, we:

1. Identify them as your customer (via account email + reseller_id)
2. Acknowledge them with: "Hi — your account is hosted by [your agency]. We've copied them on this; they'll reply directly. For platform-level issues, we're here."
3. Forward the original email + our acknowledgement to your support address

Out-of-hours

QR NFC Tap platform-level support runs Mon-Fri UK time. Critical incidents (platform down, security event) are 24/7 via PagerDuty — we'll wake an engineer.