Find support under Contact Us → the Support Center. When something needs a human, open a ticket — a short guided flow helps route it to the right team, and often answers you on the spot.
Opening a ticket
Choose a categorye.g. Orders, Catalog & Products
Pick a reason & sub-reason
Read the suggested answerIt may solve it — “Was this helpful?”
Fill the formDetails + attachments
Ticket created
Categories cover the whole platform — Store & Account, Catalog & Products, Orders, Shipping & Fulfillment, Returns & Refunds, Ads & Promotions, Technical Issues, Policy & Violations, Performance & Operations, and more. Pick the closest match so it reaches the right team.
What you can attach
- Up to 5 files, each under 10MB.
- Images (JPEG, PNG, WebP, GIF) or documents (PDF, TXT, DOC, DOCX).
- Screenshots of the issue and, where relevant, the product SKU or order number.
How a ticket progresses
| Status | Meaning |
|---|---|
| Open | Submitted, awaiting the support team |
| In Review | The team is working on it |
| Waiting for Seller | They need something from you — reply to continue |
| Resolved | A solution was provided — you can close it |
| Closed | Finished — you can rate your experience |
You reply in the ticket’s comment thread. When it’s Resolved you can Close it, and once Closed you can rate the support you received.
💡Tip
The faster you give clear details and screenshots, the faster you’re helped. Quoting your Store ID and the exact order/SKU avoids back-and-forth.