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Your marketplace success starts with the right support

At EffectConnect, we believe in real collaboration. Not just through our software, but especially in how we support you. Our Customer Success team is here to help you get the most out of EffectConnect.

Think of us as an extension of your e-commerce team. Someone you can rely on, spar with, and count on when things get urgent.

🤝 Who's here to help you?

The Customer Success team is made up of two closely connected teams:

🧩 Customer Support

Our support team is your first point of contact. They help you with all your questions about using EffectConnect. Whether it's settings, export errors, marketplace connections or adding a new sales channel – they’ve got you covered.

🎯 Business Consultants

Our consultants are ready to help when you're looking to optimise. Need advice on your configuration? Curious about new features? Want to integrate EffectConnect better into your organisation? We’ll work with you. No drawn-out projects or complicated steps – just practical help to streamline your processes.

📬 How to get in touch

📞 By phone

Opening hours: Monday to Friday, 09:00 – 12:30
Phone: +31 (0)85 208 8434

Call us during these hours, and you’ll speak directly with someone from our Customer Success team. We aim to solve your question immediately. If your issue needs more time or research, we’ll create a support ticket and continue via email – so we can follow up with the right info.

We’re not available by phone in the afternoons. That’s a conscious choice. 
Many questions are technical and need investigation or input from other teams.
By keeping our afternoons free from incoming calls, we create space to handle these cases thoroughly.

This helps us:

  • Spend more time on your issue

  • Investigate more deeply

  • Collaborate faster within the team

  • Help you more effectively via email or chat

💬 Chat – quick help for short questions

Send a short, clear question via the in-app chat,
and we aim to reply within 15 minutes.

Chat availability:

Day Morning Afternoon
Monday 09:00 – 12:30 13:00 – 16:30
Tuesday 09:00 – 12:30 13:00 – 16:30
Wednesday 09:00 – 12:30 13:00 – 16:30
Thursday 09:00 – 12:30 14:00 – 16:30
Friday 09:00 – 12:30 13:00 – 16:00
 

 

 

 

kb-info The chat is meant for practical questions we can answer quickly.
Is your question more complex? We’ll create a support ticket and follow up by email with a more in-depth response.

📩 Email – detailed help with clear feedback

Send us an email at support@effectconnect.com.
We aim to reply within one business day – often faster.

Does your question require technical research or support from our development team?
Then it may take a bit longer – up to 5 working days, depending on complexity. We’ll keep you updated on the progress.

🧠 Good to know

To help us support you faster and more effectively, always include:

  • Your Shop name or Shop ID

  • A clear description of your question

  • Relevant details (like EAN, SKU, marketplace, or error messages)

  • A screenshot or example, if helpful 

The more specific your question, the faster we can help.

📚 Prefer to find the answer yourself?

Our knowledge base is your go-to resource for everything related to EffectConnect.
Whether you’re just getting started or already an experienced user, you’ll find step-by-step guides, explanations, and practical tips to help you move forward independently. No need to always contact support – many answers are just a few clicks away.

📚 What you'll find in the knowledge base:

  • Step-by-step guides for setting up marketplaces, modules or connections

  • Explanations of common error messages and how to fix them

  • Practical tips for working smarter with tools like the Repricer, Feed Manager or Fulfilment Manager

  • Info about subscriptions, pricing and invoicing

  • Details about support, consults and working with our team

  • And much more...

All articles are written in clear language and regularly updated – so you always have access to the most up-to-date information.

💬 Missing something? Let us know!

The knowledge base is built for you. If you’re unable to locate the information you need or find that an article lacks clarity, please don’t hesitate to reach out to us. Send an email to support@effectconnect.com or reach out to your Customer Success contact.

Your feedback helps us improve the knowledge base – not just for you, but for all our users.

🔍 Tip: Use the search bar

Know roughly what you're looking for?
Use the search bar at the top of the knowledge base or in the chat window.
Type a keyword like “repricer”, “invoice”, “mapping” or “bol.com” and you’ll get instant suggestions.

Whether you’re looking for a quick solution or want to expand your knowledge,
our knowledge base is available 24/7. We are committed to ensuring you maximize your experience with EffectConnect. 💪