To respond more quickly and accurately to inquiries from our merchants, we will add the following features to the inquiry form accessible after logging into the KOMOJU admin screen.
１．AI-powered FAQ suggestions based on your inquiry subject
The FAQs related to the content entered in the “Subject” field of the inquiry form will be automatically searched and displayed as a list of ‘Suggested articles’.
This increases the likelihood that your questions will be resolved before submitting an inquiry, allowing you to use our support services more comfortably.
２．Improved field structure with required inputs and clearer selection options
We have added a dropdown menu for selecting the content of your inquiry.
Depending on your selection, additional input fields will appear underneath. By gathering necessary information in the form submission, we reduce the number of interactions and shorten the time to resolution.
*Example: When you want to check details about a transaction where an error occurred
Select “Transaction Management/Payouts” as the Inquiry type.
You will see a field to enter the 『KOMOJU Order ID』. Please enter the relevant order ID here. If you do not know the order ID, please enter the customer’s email address or other identifying information in the description field.
３．Image and video file upload support for better issue communication
You can now upload image or video files via the photo icon or the “Attachments” option in the “Description” field of the contact form.
This will enable smoother verification of your inquiry details.
４．View past inquiry history in a list
The red text section at the top of the KOMOJU FAQ homepage displays either the username (the part before the @ symbol) or the full name associated with your email address.
Clicking this section will display your “Requests”.
Click “Requests” to view a list of your past inquiries along with their status as follows:
・Open: Support staff are currently handling it
・Awaiting merchant's reply: Awaiting a response from the merchant
・Resolved: The inquiry has been answered
Notes
Please note that these new features are not available via the pre-login contact form on the public website.
We highly recommend using the inquiry form after logging in to take full advantage of the new features.
We will continue improving our support experience to better serve you.