Getting Help: Support Tickets
How to open a support ticket, attach it to an order, set a priority, and follow up with the merchant through the ticket thread.
If a store doesn't resolve something for you through self-service (an order issue, a question about a product), open a support ticket — it's the direct line to the merchant's team.
Opening a new ticket
Go to Tickets → New ticket
Sign in and go to Tickets, then New ticket (or Contact support, depending on the store's labeling).
Fill in the details
Enter a subject and a description of your issue.
| Field | Required | Notes |
|---|---|---|
| Subject | Yes | At least 3 characters |
| Description | Yes | Explain what's wrong |
| Related order | No | Optionally pick one of your past orders from a dropdown |
| Priority | Yes | Low, Medium, or High — defaults to Medium |
Submit
Submit the ticket. It's added to your ticket list with status Open.
Note
The new-ticket form doesn't currently support attaching files or picking a category — just subject, description, an optional related order, and priority.
Following up on a ticket
Go to Tickets and open any ticket to see its full thread. Type a reply in the box at the bottom and send it — your message is added to the thread, and you'll be notified when the merchant replies.
Tickets move through a status as the merchant works on them:
| Status | Meaning |
|---|---|
| Open | Just submitted, waiting on the merchant |
| Pending | Merchant is actively working on it |
| Resolved | Merchant considers it handled |
| Closed | Ticket is closed — you can no longer reply |
While a ticket is anything other than Closed, a Close ticket button is available on the ticket's detail page — you can close your own ticket yourself (with a confirmation prompt) once you consider it resolved, without waiting on the merchant.
Your ticket history
The Tickets list shows every ticket you've opened with the store, so you can find and reopen context on a past issue instead of starting over. Use the filter tabs above the list — All, Open, Pending, Resolved, Closed — to narrow it down to one status at a time.