Help organised by the task you need to complete

Buying help

For a live order, review chat, payment, and delivery.

Selling help

Use seller start, privacy, listing quality, plans, and fulfilment guides.

The seller FAQ answers short orientation questions.

Payment help

Separate payment-method choice, data privacy, and transaction status.

Never send credentials or repeat payment without checking status.

Shipping help

Review address, preparation, method, tracking, and international conditions.

Protect labels and codes.

Problem help

Gather listing, chat, status, and focused evidence.

Use reporting for conduct and support for an operational case.

Diagnose the task before opening instructions

A buyer may describe a payment failure when the provider actually completed a payment but the order page did not update. Check whether an order exists and what status appears before choosing the payment-method, transaction-status, or order-problem guide. Retrying first can create another record and obscure which attempt needs review. The latest visible status should be recorded before the user leaves that screen.

A seller who cannot publish should similarly separate a missing listing field, unsuitable image, plan limit, account-access issue, and moderation decision. Each has a different next page and evidence. Note the exact screen, action, and message, then use the guide that owns that stage instead of changing several account or catalogue settings at once. If one required field is highlighted, correct and retest that field before assuming an account restriction.

Escalate a case without repeating sensitive history

When instructions do not resolve the issue, prepare the role, affected stage, account or order reference, approximate time, exact discrepancy, and focused screenshot. State what outcome you are asking support to review. Mask passwords, full payment credentials, complete address labels, private tracking, and unrelated messages before attaching evidence. Mention the guide step already attempted and the result it produced so support does not repeat an unsuitable instruction.

Continue in one official case so later updates preserve the sequence. A conduct report can document pressure, spam, or threats, while operational support handles payment, listing, payout, or delivery status. Keeping those purposes distinct gives reviewers usable context and reduces the need to disclose the same personal information in multiple places.

Before you continue

Define the case before opening a guide:

• Role
• Stage
• Order or no order
• Main topic
• Support needed