Customer Support
13 docs
Product Certification
Last Updated: 14 February, 2025What do UL, ETL, CSA, and CE mean? These certifications reassure consumers and regulatory authorities that products have undergone thorough testing, adhere to safety standards, and can be sold in specific regions. Each certification has its focus and geographical relevance. UL (Underwriters Laboratories) UL is a safety certification organisation that tests and certifies products for...
How do I access customer feedback and analytics?
Last Updated: 10 February, 2025You can easily track customer feedback and analytics through your seller dashboard, where you’ll find product ratings, reviews, and sales data to help identify areas for improvement. With Google Analytics integration, you can also gain deeper insights into customer behaviour, such as cart abandonment rates and peak sales periods. To enable Google Analytics view your...
What happens if a customer contacts me directly about an issue?
Last Updated: 10 February, 2025If a customer contacts you directly, respond promptly and professionally. Provide clear instructions or solutions to address their concerns. If the issue requires admin intervention (e.g., a payment dispute), redirect the customer to the appropriate support channel. Keeping communication transparent helps build trust with the customer.
How do I report a fraudulent order?
Last Updated: 16 August, 2026If an order appears suspicious, check the order and payment status and keep any relevant messages or evidence. Contact support if you believe the order may be fraudulent. Do not dispatch an order while its payment or order status is unresolved.
Can I block problematic customers?
Last Updated: 16 August, 2026Yes — you can block a user if you do not want them to contact you directly. If the customer is abusive, threatening, fraudulent or repeatedly breaks marketplace rules, also report the issue with any relevant evidence so it can be reviewed.
How do I handle refund requests?
Last Updated: 16 August, 2026Sellers manage refund requests for orders containing their own products. Review the customer’s request, communicate clearly and use the available order controls to process the agreed refund. Keep the reason for the refund and any relevant messages or evidence for your records. If a dispute cannot be resolved, support can intervene where appropriate.
How do I access marketplace updates and announcements?
Last Updated: 9 February, 2025Depending on the announcement or update, you will hear about it through either our blog, email, dashboard message or social media channels. These updates may include new features, policy changes, or promotional opportunities. Regularly checking for updates ensures you stay informed and compliant with marketplace rules.
Can I provide discounts or incentives for resolving issues?
Last Updated: 9 February, 2025Yes, offering discounts, free shipping, or small incentives can help resolve customer issues amicably. For example, you could provide a discount code for their next purchase as compensation for a delayed order. Such gestures often turn negative experiences into positive ones.
What happens if I fail to resolve a customer complaint?
Last Updated: 16 August, 2026If you cannot resolve a customer complaint directly, contact support and provide the relevant order details and message history. Clear records make it easier to understand what happened and help the issue reach a fair resolution.
Can I offer personalised support to customers?
Last Updated: 16 August, 2026Yes — you can provide personalised support through direct messaging. Keep order-related communication clear and professional so both you and the customer have a useful record of what has been agreed.
What should I do if I receive a chargeback?
Last Updated: 15 November, 2025A chargeback occurs when a customer disputes a payment with their bank. If you receive a chargeback notification, you should provide any evidence that supports your case, such as proof of delivery, order tracking details, or communication with the customer. The payment provider will review the submitted evidence and make a decision based on the...
How do I handle disputes with customers?
Last Updated: 9 February, 2025Disputes typically arise from issues like delayed deliveries, product quality concerns, or misunderstandings about policies. Address the customer’s concerns promptly by offering a clear explanation or solution. If the issue cannot be resolved directly, escalate it to the marketplace admin, who will mediate and provide a final decision. Keeping communication polite and transparent can often...
What should I do if a customer leaves a negative review?
Last Updated: 9 February, 2025Negative reviews should be handled professionally. Start by replying to the review to acknowledge the customer’s concerns and apologise for any inconvenience. Offer a solution, such as a replacement, refund, or further assistance. Publicly addressing the issue demonstrates your commitment to customer satisfaction. If the review violates marketplace guidelines (e.g., contains offensive language), you can...