Orders and payments
When you should open a support ticket and what to include
A support ticket works best when it starts with enough detail to route the issue correctly. Thin tickets usually lead to extra back-and-forth before real progress begins.
Orders and payments · 2 min read · Last updated March 24, 2026
Open a ticket when the issue affects payment, order progress, account access, listing publication, delivery failure, safety risk, or a protected-order mismatch that cannot be solved through the normal order flow.
Provide a short summary, the exact steps that led to the problem, the exact error text if any, approximate time, device or browser, and the order ID when the issue is order-related.
Avoid writing only that the app is broken or that you need help urgently. Specific context beats urgency language. Support can act faster when the issue is easy to classify.
Our typical response time is under 24 hours. Opening multiple tickets for the same issue creates backlog and delays responses. Keep all updates in the same active support thread.
If you are reporting a hardware fault, transit damage, or a software bug, upload clear photos or a short video clip. Visual evidence helps our support team diagnose and resolve the issue much faster.
Useful information
Use one ticket per issue thread unless the scope changes significantly.
Add new diagnostics to the existing ticket instead of opening duplicates.
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