Support Cases

Use the Support Cases page to submit a question or technical issue to the Ellie Mae Technical Support team regarding the Appraisal Center. The team will send a response by the end of the next business day.

Note: The latest version and the preceding version of Chrome, Firefox, Safari, and Internet Explorer web browsers are supported for use with the Encompass Appraisal Center. (For example, when the latest version of Internet Explorer is version 11, the preceding version is version 10.) Feedback regarding a functional issue or an issue related to the user interface when using a supported version of one of these browsers is welcome. Please submit a support case to provide feedback.

Note: In order for the Appraisal Center to be compatible with Internet Explorer, active scripting must be enabled in the Internet Options tool within Internet Explorer. For step-by-step instructions, see Compatibility with Internet Explorer.

To View a Support Case:

  1. Click the Support link in the upper-right corner of the screen.
  2. To filter the Support Cases list, select Open Cases or Closed Cases from the View drop-down list.
  3. Click the case number to view the case's details.
  4. On the Case Details for [case number] page, enter comments in the text box (if necessary), and then click Add Comment.
  5. To attach a file, click the Browse button to locate and select the document, and then click Attach File.
  6. Click Close Case if the issue has been resolved and you want to close the case.
  7. Click Done to return to the Support Cases page.
  8. On the Support Cases page, click the Print icon to print the entire list of support cases.
  9. Click the Export to Excel icon to export the list of support cases to Microsoft Excel.

Sort Cases

On the Support Cases page, you can sort the cases based on information in the columns. Click a column header to sort all orders in ascending or descending order.

To Submit a Support Case:

  1. On the Support Cases page, click Submit a Case submit a technical issue to the Ellie Mae Technical Support team (or ask them a question about the Appraisal Center).
  2. Enter your contact information in the appropriate fields.
  3. Enter a Subject for your case, and then enter a Description of your issue or question.
  4. To attach a file, such as a screen capture of your issue, click the Browse button to locate and select the file, and then click Attach File.
  5. Use the Type drop-down list to select a description that best describes your issue or question.
  6. Select a Priority for your case from the drop-down list.
  7. Click Submit to submit the case to the Ellie Mae Technical Support team.

To Request a Refund:

After you receive and accept an order, there are special circumstances when a refund of the $10 order charge is appropriate. To request a refund:

  1. Click the Support link in the upper-right corner of the screen.
  2. On the Support Cases page, click Submit a Case.
  3. Enter your contact information in the appropriate fields (if necessary).
  4. In the Subject field, enter Refund Request.
  5. Enter the reason you are requesting a refund in the Description field and add any attachments you want to submit in the Attachment field.
  6. Select Product issue from the Type drop-down list.
  7. Select a Priority level for your request.
  8. Click Submit.

Instructions will be sent to the email address we have on file for your account. Follow these instructions to complete the refund request process.