Create Ticket
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.
Creation Process
Select category
Choose the main category that best describes your issue: orders, products, inventory, channels, billing, or other. Then select a subcategory for greater precision.
Describe the issue
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.
Attach files
Add screenshots, PDFs, or documents that help illustrate the problem. Drag files to the designated area or click to select them.
Set priority
Select the urgency level based on the impact to your operations.
Available Categories
| 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.
Description Editor
The editor supports rich text with the following options:
- Formatting: Bold, italic, underline
- Structure: Headings, numbered and bulleted lists
- Code: Code blocks for error messages or IDs
- Markdown: Switch to Markdown mode for direct syntax writing
Important detail
Always include the ID of the affected order, product, or channel. This allows the team to investigate without requesting additional information.
File Attachments
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.
Priority Selection
Choose priority based on operational impact:
- Low: General inquiry or suggestion, no operational impact.
- Medium: Partially limited functionality, workaround available.
- High: Operations affected, no viable workaround.
- Urgent: Complete blockage of critical operations (sales, shipping).
After Submission
Once the ticket is created:
- You will receive a confirmation with the ticket number.
- The system assigns the ticket to the corresponding team based on category.
- You can track progress from the tickets list.
- You will receive email notifications when there are updates.
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.