mceclip0.png

The support button can help you generate tickets related to any queries to our Marketplace team.  Support must be requested through the “Support” button in the Seller Center. This is the official means for all types of requests. If you do not generate a ticket through the “Support” button, there is no way to receive your request.

What can be requested via the “Support” button?

  • Need to create brands:  This option is necessary to create your brands. You must always specify the name of your brand in the message and be careful with the  spelling.
  • Need to activate my products:  This option will refer you to your category manager. The average response time is seven days.
  • My products are not displayed:  If the products are not displayed on the website, probably due to an indexing error. Write to us indicating this on the subject line when it happens.
  • Need to modify photos/description of published product:       All products that are already active and published can only be modified by our content managers. For products in pending status, changes can be made in the Seller Center.
  • Need to update price/stock of my products:  This option provides you with an automatic message including some help links on how to update the price and stock number. We do not make these changes. It is the seller's responsibility.
  • Need to register for training:  We send you the links to access the training sessions. Remember to join on time.
  • Need to re-activate my account:  If your store was deactivated due to the quarantine, please write to us to reactivate it.     
  • Need help with exchanges, returns or disputes:  The operations team is responsible for solving this issue.
  • Need to arrange product shipment:  The operations team is responsible for solving this issue.
  • Need information on payment of sales:  The accounting team is responsible for this issue.
  • Need information on payment cut-off-dates and payment schedules:  The accounting team is responsible for solving this issue.
  • Need information on bimonthly payments:  The accounting team is responsible for solving this issue. This is a new initiative, so if you would like information, we can provide it.
  • Need my invoice details / Invoice not received:  The accounting team is responsible for solving this issue. 
  • Need to modify the registered emails:  The accounting team is responsible for solving this issue. 
  • Need to modify my bank account:  The accounting team is responsible for solving this issue. 
  • Need to modify my RUC record and company name: The accounting team is responsible for solving this issue. 
  • Want to know more about penalties: You will receive an automatic response with the information.
  • Other logistics queries:  If you have other questions that do not fit into any of the above categories, contact us through this means.
  • Technical problems at Seller Center:  If you have problems related to errors in the platform, our IT team will help you.

How to submit a ticket for support?

Go to the “Support” button in the Seller Center. You will be asked to provide some information:

  • Name
  • Email
  • Company Business name
  • Product category
  • Reason for request
  • How can you help?  Evidence, photos, files, etc. should be included. If the request is to edit the description or photos of products, you should always add the SKU number to identify them.

If you do not add this information, it will take longer to solve the problem. 

We hope this was helpful!

Was this article helpful?

7 out of 10 found this helpful

Articles in this section

Add comment

Please sign in to leave a comment.