If a retailer is paying to be onboarded their account will be flagged in Fresdesk e.g.
If you receive a support ticket for a retailer being onboarded, follow these steps:
1. For tickets related to marketplaces in setup mode, forward them to onboarding. Assign to the relevant person or Deb if unsure. Notify the onboarding team about the ticket.
2. If the ticket concerns a live marketplace, check the change log for the live date. Tickets within a month post-live should also be passed to onboarding.