How do we answer questions from our customers about Viator's products?

Firstly, see if the answer is on the product description page for the product in question.

Normally, the individual product descriptions provided via the API contain all the information that your customers might require. As such, more often than not, customers asking questions have not read your product detail pages carefully at all, and consequently have no idea that the answer they were looking for was right there in front of them the whole time. We update this content regularly, taking into account the questions that customers frequently ask. 

We recommend that your customer service team members familiarize themselves with the range of information available on product pages generally, as this is the most effective first step in resolving any customer query.

Questions are often asked about: 

• inclusions / exclusions
• starting times and product duration 
• product options (tour grades) 
• pricing 
• terms and conditions 

Please bear in mind that you are responsible for the clarity and effectiveness of your product detail pages, including the representation of pricing, and terms and conditions to your customers. 

If you find that you cannot answer the customer's product-related question using the information on your own platform, you can email our partner support team for additional assistance.