When you need assistance from the support team, you can create a ticket at /help-center/tickets/new. The form guides you step by step to provide all the necessary information and speed up resolution.
Choose the main category that best describes your issue: orders, products, inventory, channels, billing, or other. Then select a subcategory for greater precision.
Use the rich text editor to detail your situation. You can apply formatting with bold, lists, headings, or switch to Markdown mode if you prefer.
Add screenshots, PDFs, or documents that help illustrate the problem. Drag files to the designated area or click to select them.
Select the urgency level based on the impact to your operations.
| Category | Common subcategories |
|---|---|
| Orders | Sync errors, cancellations, refunds |
| Products | Catalog issues, variants, images |
| Inventory | Stock discrepancies, failed transfers |
| Channels | Connection, disconnection, API errors |
| Billing | Charges, plans, invoices |
| Other | General inquiries, suggestions |
Tip
Selecting the correct category ensures your ticket is assigned to the specialized team from the start, reducing response time.
The editor supports rich text with the following options:
Important detail
Always include the ID of the affected order, product, or channel. This allows the team to investigate without requesting additional information.
You can attach files to complement your description:
| Restriction | Limit |
|---|---|
| Maximum file size | 10 MB |
| Maximum number of files | 5 |
| Allowed formats | Images (PNG, JPG, GIF), PDFs, Documents (DOC, DOCX, XLS) |
Recommendation
Annotated screenshots (with arrows, highlights) significantly help the team understand the problem quickly.
Choose priority based on operational impact:
Once the ticket is created:
Tip
If your issue is urgent and you have not received a response within the expected time, you can escalate the ticket directly from its detail view.