¶ How Are Support Requests Handled at TEIKEI?
Central support currently handles only special cases.
Many questions arise directly at the pickup location or within the community.
These questions often cannot be reliably answered centrally because TEIKEI does not always see what happened on-site.
Therefore, the following applies:
First, check on-site.
Then document.
Only then contact support.
flowchart TD
A[Request arises] --> B[Self-check]
B --> C[Ask community or organizers]
C --> D{Resolvable on-site?}
D -->|Yes| E[Resolve within the community]
D -->|No| F[Collect details]
F --> G[Submit support request]
G --> H[Review by TEIKEI]
H --> I[Response or next steps]
Support does not start with a central ticket.
Support begins with a thorough on-site check.
Please check the following first:
- Emails
- Spam folder
- Login area
- Delivery month
- Pickup location
- Community group
- Organizer notices
- Delivery note or pickup list
- Relevant wiki pages
Central support can only assist if it is clear what has already been checked.
Many questions must first be clarified on-site.
These include:
- Pickup times
- Undelivered shipments
- Mixed-up crates
- Overlooked goods on-site
- Short-term changes to the pickup location
- Questions about local redistribution
- Agreements within the community
These cases concern the specific situation at the pickup location.
They should first be clarified with organizers or the community.
Central support is useful for:
- Technical issues in the login area
- Payment was debited, but the order is missing
- Credit is not visible after a long time
- Damaged product was documented
- Goods are provably missing and were checked on-site
- Special case regarding harvest share, invoice, or account
- Question that cannot be resolved via the wiki or community
flowchart TD
A[Problem] --> B{Location of the problem}
B -->|Pickup location or community| C[First clarify on-site]
B -->|Login, payment, account, system| D[Support possible]
B -->|Missing delivery or damage| E[Documentation required]
E --> F[Support reviews after complete details]
A request must be complete.
Please always provide:
- Name
- Account email
- Community
- Pickup location
- Delivery month
- Order number, if available
- Brief problem description
- What has already been checked
- Who was informed on-site
- Photo, screenshot, or evidence, if available
Without this information, the request often cannot be processed effectively.
¶ Standard Procedure for Delivery Issues
For delivery issues, the following applies:
flowchart TD
A[Delivery issue] --> B[Check delivery note]
B --> C[Check pickup location]
C --> D[Ask organizers]
D --> E{Goods found?}
E -->|Yes| F[Case closed]
E -->|No| G[Collect photo or evidence]
G --> H[Contact support with complete details]
Possible delivery issues include:
- Missing goods
- Incorrect assignment
- Damaged goods
- Unclear replacement delivery
- Partial delivery
More information:
¶ Standard Procedure for Payment Issues
For payment issues, the following applies:
flowchart TD
A[Payment issue] --> B[Check login area]
B --> C[Check invoice or order]
C --> D[Secure payment proof]
D --> E[Contact support]
E --> F[Assignment will be reviewed]
For payment issues, please also provide:
- Payment confirmation
- Date of debit
- Amount
- Payment method used
- Screenshot, if available
More information:
¶ Standard Procedure for Credits
Credits are reviewed when a valid case exists.
For example:
- Canceled delivery
- Damaged product
- Confirmed shortfall
- Actively chosen credit instead of replacement delivery
- Goodwill case
Please first check your login area.
If the credit is not visible after a long time, contact support with complete details.
More information:
Please currently expect long processing times.
A response may take over a month.
Central support is not an emergency service for local pickup questions.
The more complete your details are, the better the case can be reviewed.
Many questions should first go to the community.
Central support only processes specific special cases.
First, check yourself, document thoroughly, and provide complete details.
Without clear information, a case cannot be reliably resolved.
One level up: 04 - Support & Ticket System
Author: Felix Schröder, with assistance from AI (ChatGPT)
Creation: written by Felix Schröder › formatted in Markdown by ChatGPT › published by Felix Schröder › layout adjusted by Claude
Created: 2026-05-21 · Last updated: 2026-10-10 · Questions or feedback? support@teikei.us