- Identify the affected stage.
- Provide focused references, not credentials.
- Keep the case inside official support.
Account and access
Distinguish password, email, session, and verification issues. Record the exact message and approximate time.
Use official recovery tools. Never give a password or remote device access to a buyer.
Listings and catalogue
For a publication problem, provide the listing reference, category, and change made. Check required fields and images first.
Do not clone a listing to force publication. Review the quality rules or ask support.
Messages and boundaries
Preserve spam, pressure, or harassment in platform context and stop the exchange when needed.
Use block or report tools. Describe conduct factually without adding private history.
Orders and payout
Check order status, amount, and reference before asking. Never send full bank, card, code, or identity details in chat.
Explain what the order showed and what is now different. Keep one coherent support case.
Shipping and incidents
Retain dispatch date, method, and private tracking. Photograph damage without exposing a full address label.
Contact support from the order where possible. Outcomes depend on the documented case and current terms.
Route a mixed access and order problem
A seller who cannot sign in while an order is approaching its preparation deadline has two connected issues. Use the official account-recovery route first so access is not discussed with the buyer or through an unverified contact. Record the recovery attempt and time, then reference the affected order through official support when the deadline may be missed.
Keep the cases linked by factual references without opening several competing tickets. The access request needs account identifiers and the exact login message; the order request needs its number, current status, and stated preparation window. Neither route needs a password, verification code, full bank record, or remote access to the seller's device.
Build a support record that can be reviewed
Arrange the facts in chronological order: what the listing or account showed, what action was taken, what confirmation appeared, and what is different now. Include only the listing, order, payout, or shipping reference relevant to that sequence. Crop screenshots to the visible issue and mask addresses, full payment details, and unrelated conversations.
State the requested next step, such as restoring access, reviewing a publication error, checking payout status, or assessing damaged delivery. Report harassment through the conduct tools while keeping the operational order question in its own support context. Clear routing lets each issue be assessed without forcing the seller to repeat sensitive background.
Before you continue
Prepare a concise support request:
- Affected stage
- Account or order reference
- Exact description
- Redacted evidence
- Question or requested review
Common questions
Should I open several tickets?
Not for the same issue. Keep updates in one case.
Can support ask for my password?
Do not share your password.
What about abusive messages?
Preserve, block or report, and limit further contact.
What evidence helps?
A reference, concise timeline, and focused redacted evidence.
