Shopper Support
Get help when you need it most. This guide covers how to find answers, contact support, resolve common issues, and get the most from your LocallyGrown experience.
Getting Help Quickly
📖 Self-Service Options
- Documentation - Comprehensive guides for all features
- FAQ section - Answers to most common questions
- Account dashboard - Order history and account management
- Email confirmations - Important details in your inbox
💬 Direct Support
- Market manager - Your primary contact for market-specific issues
- Email support - Written requests for complex problems
- Phone support - Direct conversation for urgent issues
- Grower contact - Direct communication with producers
🤝 Community Support
- Other shoppers - Experienced users can offer tips
- Pickup coordinators - Volunteers who know the process
- Community forums - Online discussion and help
- Social media groups - Connect with local food community
Common Issues and Solutions
🛒 Order Issues
Can't place order
- Check if ordering cycle is open
- Verify account payment method
- Clear browser cache and cookies
- Try different browser or device
Wrong items received
- Check order confirmation email
- Verify with pickup coordinator
- Contact market manager for resolution
- Document issue with photos if needed
Missing products
- Automatic refund usually processed
- Check account balance for credits
- Contact grower if persistent issue
- Report pattern to market manager
💳 Payment Problems
Card declined
- Check card expiration date
- Verify billing address matches bank records
- Contact bank to authorize online purchases
- Try alternative payment method
Unexpected charges
- Review order confirmation emails
- Check for multiple market accounts
- Verify family member didn't place order
- Contact market manager with questions
Refund delays
- Credit card refunds take 3-5 business days
- Account balance credits are immediate
- Check spam folder for refund notifications
- Contact support if over 7 days
General Troubleshooting Steps
- Check your email - Look for order confirmations and updates
- Review account settings - Verify contact and payment information
- Clear browser data - Delete cookies and cache, then retry
- Try different device - Use smartphone, tablet, or different computer
- Check network connection - Ensure stable internet connection
- Contact support - Reach out with specific details
Contacting Your Market Manager
When to Contact Market Manager
- Order problems - Missing items, quality issues, pickup problems
- Payment disputes - Billing questions, refund requests
- Account issues - Login problems, profile updates
- Market feedback - Suggestions for improvement
- Grower concerns - Persistent quality or service issues
How to Contact
- Email - Check your market's contact information
- Phone - Available during business hours
- In person - At pickup locations or market events
- Website contact form - Submit requests online
Effective Communication Tips
- Be specific - Include order numbers, dates, and product details
- Stay calm - Professional tone gets better results
- Include screenshots - Visual evidence helps diagnosis
- Suggest solutions - Offer ideas for resolution
- Follow up appropriately - Allow reasonable time for response
Account Management Support
Password and Login Issues
- Forgot password - Use "Reset Password" link on login page
- Account locked - Contact market manager to unlock
- Email not recognized - Check for typos or try alternate email
- Multiple accounts - Consolidate with market manager help
Profile and Settings Help
- Update contact info - Change in account settings section
- Payment method changes - Add or remove cards safely
- Notification preferences - Control email frequency and types
- Account deletion - Contact market manager for assistance
Account Security Best Practices
- Strong passwords - Use unique, complex passwords
- Regular updates - Change passwords periodically
- Secure browsing - Log out on shared computers
- Monitor activity - Review account regularly for unauthorized access
- Report suspicious activity - Contact support immediately
Product and Quality Support
Quality Concerns
- Report promptly - Contact within 24 hours of pickup
- Document issues - Take photos of quality problems
- Be specific - Describe the problem clearly
- Contact grower directly - Many prefer direct feedback
- Request appropriate remedy - Refund, credit, or replacement
Product Information Support
- Growing methods - Ask growers about their practices
- Storage guidance - Get tips for maintaining freshness
- Preparation suggestions - Learn new ways to use products
- Seasonal availability - Plan purchases around harvest schedules
What to Expect from Products
- Natural variation - Farm products vary in size, shape, color
- Peak freshness - Harvested within 24-48 hours of pickup
- Seasonal quality - Best quality during natural growing season
- Minimal processing - Light cleaning, field dirt may remain
- Authentic flavors - True taste of properly grown food
Technical Support
Website and App Issues
- Browser compatibility - Use updated Chrome, Firefox, Safari, or Edge
- Mobile responsiveness - Site works on phones and tablets
- Slow loading - Check internet connection and try later
- Feature not working - Clear cache or try different browser
Common Technical Solutions
- Clear browser cache - Remove stored website data
- Disable browser extensions - Ad blockers may interfere
- Check JavaScript - Ensure JavaScript is enabled
- Update browser - Use latest version for best compatibility
System Requirements
- Modern browser - Updated within last 2 years
- JavaScript enabled - Required for shopping basket functionality
- Cookies enabled - Necessary for login and preferences
- Stable internet - Broadband or cellular data connection
Emergency and Urgent Support
Urgent Situations
- Food safety concerns - Contact market manager immediately
- Pickup location emergencies - Call pickup coordinator
- Severe weather impacts - Check email for market updates
- Payment fraud - Contact bank and market manager
After-Hours Support
- Email for non-urgent issues - Response within 24 hours
- Check market social media - Updates posted for emergencies
- Contact pickup coordinator - For pickup day issues
- Emergency phone number - Available for serious problems
Emergency Contact Guidelines
- Food safety first - Health concerns take priority
- Clear communication - State the emergency clearly
- Follow instructions - Market staff will guide response
- Document everything - Keep records of the situation
Feedback and Improvement
Providing Feedback
- Be constructive - Focus on specific, actionable suggestions
- Balance criticism - Include what works well too
- Regular input - Markets improve based on shopper feedback
- Survey participation - Complete surveys when requested
Types of Valuable Feedback
- Product suggestions - What you'd like to see available
- Process improvements - Better ways to handle operations
- Communication preferences - How you want to receive information
- Technology enhancements - Website and app improvements
💡 Pro Tip: The best support often comes from being proactive. Read emails,
check your account regularly, and ask questions before problems become urgent.