Operational Support
For active inventory work, warehouse stages, item movements, requests, orders and returns.
- Inbound and receiving
- Picking, packing and dispatch
- Returns, damage and shortages
- Task status and next action
Support
Get the Right Help for the Right Issue
Use Fluent Support to create, track and reply to tickets for active inventory operations, account access, technical errors, commercial questions and implementation changes.
Every request receives a ticket record. Clear issue details help the responsible team understand the impact, reproduce the problem, identify the affected item or workflow and respond without unnecessary back-and-forth.
One guided support journey
Identify → Submit → Resolve
Identify → Submit → Resolve
01
Create the Fluent Support Ticket
Select the issue type, affected channel, priority and related inventory or transaction.
Create the Fluent Support Ticket
Select the issue type, affected channel, priority and related inventory or transaction.
→
02
Provide the Evidence
References, screenshots, timestamps, impact and expected result.
Provide the Evidence
References, screenshots, timestamps, impact and expected result.
03
Automatically Route and Assign
The ticket is tagged and routed to the responsible operational, account, technical or commercial owner.
Automatically Route and Assign
The ticket is tagged and routed to the responsible operational, account, technical or commercial owner.
04
Resolve and Record
Action, decision, workaround and completion are documented.
Resolve and Record
Action, decision, workaround and completion are documented.
Good support starts with a clear reference and a clear impact.
Evidence before escalation
Evidence before escalation
Choose the support route
Start with the Team That Owns the Problem
Sending every issue through one general route slows resolution. Choose the path that best matches the affected workflow, account or system behaviour.
↔ Swipe through the support routes
Technical Support
For pages, forms, boards, searches, scans or synchronisation that do not work as documented.
- Error messages and failed actions
- Missing or incorrect data
- Loading, saving or syncing problems
- Browser, device and integration issues
Account and Commercial Support
For access, onboarding, business information, services, channels, pricing and agreement questions.
- Users, roles and login access
- Profile, documents and verification
- Services, marketplaces and pricing
- Implementation and change requests
Four support categories
Each Category Has a Different Owner and Required Information
The support category determines which team reviews the request, what evidence is required and whether the solution is guidance, configuration, operational action or technical correction.
↔ Swipe through the support categories
Operational Support
Active inventory work, physical movement, warehouse tasks and exceptions.
InboundOutboundReturnsWarehouse
Account and Access
Users, roles, login, business profile, onboarding and permission questions.
LoginUsersRolesProfile
Technical Support
System behaviour, errors, data, scans, boards, integrations and performance.
ErrorsDataSyncPerformance
Commercial and Implementation
Services, pricing, channels, commercial terms, scope and change requests.
PricingServicesChannelsChanges
Fluent Support ticket issue types
Select the Issue Type That Best Matches the Request
The issue type controls the conditional fields, ticket tags, agent assignment and workflow used to review the ticket.
↔ Swipe through the ticket issue types
See Fluent Support in action
Follow a Support Request from Issue Selection to Verified Resolution
Start with the complete support infographic, then move through Support Central, conditional ticket fields, evidence, routing, replies, urgent escalation and closure.
↔ Swipe through the support walkthrough
01
Operational support
Operational support
Resolve Active Inventory and Warehouse Issues
Operational support covers the physical work and task state required to receive, store, move, fulfil, return or restore inventory.
Include the relevant item, request, task, order, warehouse and stage so the operations team can identify the exact work in progress.
Inbound
Storage
Outbound
Returns and care
Storage
Outbound
Returns and care
↔ Swipe through operational support areas
Inbound and Receiving
Use this path when incoming inventory, packages or intake stages do not match the expected request.
- Arrival scheduling and pickup or drop details
- Package count and sealed-condition mismatch
- Missing, excess or unidentified items
- Gate receiving and item-intake status
Operations route
Storage and Inventory Location
Use this path when an item cannot be located, assigned or moved to the expected storage position.
- Warehouse, zone, rack, shelf or container
- Incorrect or missing location
- Transfer and transit status
- Storage allocation and capacity issue
Operations route
Outbound and Fulfilment
Use this path for reservation, picking, packing, dispatch and delivery-related operational blocks.
- Missing pick rows or item list
- Shortage, substitution or scan mismatch
- Packing, documents or label issue
- Dispatch and delivery status
Operations route
Returns, Damage and Care
Use this path when returned inventory needs reconciliation, condition review or additional work.
- Missing, excess or damaged return
- Condition and evidence review
- Laundry, repair, restoration or hold
- Restored location and availability
Operations route
02
Account and access support
Account and access support
Resolve Login, Role, Profile and Onboarding Questions
Account support covers access to Seller Central and the business information that determines what the user can see and do.
Do not share passwords, one-time codes, private authentication keys or full sensitive documents through an unsecured support message.
Login
Users and roles
Business profile
Onboarding
Users and roles
Business profile
Onboarding
↔ Swipe through account support areas
Login and Access
Use this path when an authorised user cannot access the expected account or page.
- Registered email address
- Affected page or workspace
- Error message or access result
- Last successful access where known
Account route
Users, Roles and Permissions
Use this path to add, remove or change user access and approval authority.
- User name and business email
- Required role and responsibilities
- Pages or actions required
- Authorised client approver
Account route
Business Profile and Documents
Use this path for approved changes to legal, contact, billing, bank or operating information.
- Business and contact details
- Addresses and operating locations
- KYC, tax and agreement documents
- Bank and payout information
Account route
Onboarding and Activation
Use this path when onboarding cannot be completed or the approved services and channels are not available.
- Current onboarding step
- Missing field or document
- Selected categories and commercial intent
- Expected activation or approval status
Account route
03
Technical support
Technical support
Report Errors with Enough Detail to Reproduce Them
Technical support covers behaviour that differs from the documented workflow, including loading failures, incorrect data, failed actions and broken integrations.
A screenshot alone is rarely enough. Include the page, reference, action attempted, expected result, actual result, timestamp, browser and device.
Errors
Missing data
Sync and integrations
Performance
Missing data
Sync and integrations
Performance
↔ Swipe through technical support areas
Page, Form and Board Errors
Use this path when a page fails to load, a form cannot be submitted or a board does not show the expected task.
- Exact page URL and page name
- Request, task or item reference
- Error message and screenshot
- Action attempted and expected result
Technical route
Data and Status Mismatch
Use this path when different pages show conflicting quantities, statuses, locations or item information.
- Conflicting records and screenshots
- Expected source of truth
- Last known correct state
- Recent scan, form or stage action
Technical route
QR, Search and Synchronisation
Use this path when identifiers, search results or connected systems do not resolve the expected record.
- QR value, SKU or search term
- Expected item or destination
- Source and destination system
- Sync action and timestamp
Technical route
Performance and Availability
Use this path for repeated slowness, timeout, gateway, availability or browser-specific problems.
- Affected page and time period
- Browser, device and network
- Error code or timeout message
- Whether other users are affected
Technical route
04
Commercial and implementation support
Commercial and implementation support
Request Changes to Services, Channels, Pricing or Scope
Commercial support covers decisions that change what Vault provides, how the operation is configured or how the client participates in the ecosystem.
Some requests require assessment, approval, an updated proposal or an agreement change before implementation begins.
Services
Pricing
Marketplaces
Implementation changes
Pricing
Marketplaces
Implementation changes
↔ Swipe through commercial support areas
Managed Services Changes
Use this path to add, remove or change physical and digital inventory services.
- Current service and requested change
- Inventory category and volume
- Required start date and location
- Operational dependencies and approvals
Commercial route
Pricing and Billing Questions
Use this path for rates, approved scope, invoices, recurring charges and billing reconciliation.
- Proposal, invoice or billing reference
- Service period or transaction
- Amount or line under review
- Expected commercial treatment
Commercial route
Marketplace and Earnings Questions
Use this path for channel eligibility, commercial terms, seller earnings and payout records.
- Marketplace and item or transaction reference
- Rental, sale or payout status
- Deductions or adjustment under review
- Applicable commercial agreement
Commercial route
Implementation and Change Requests
Use this path for new sites, categories, users, integrations, workflows or Commerce OS requirements.
- Business objective and requested outcome
- Affected users, locations and workflows
- Existing system or data dependency
- Priority, target date and approval owner
Commercial route
Urgent active order or dispatch issue
Open a Ticket First—Then Escalate with the Ticket Number
For an active rental date, dispatch delay, cancellation, damaged return or customer commitment at immediate risk, create a Fluent Support ticket with the order or request details. Then use WhatsApp for operational escalation and quote the ticket number so all action remains connected to one support record.
Include: ticket number, order or request ID, item name and SKU or QR, seller or client name, rental or dispatch date, affected channel, exact issue, screenshots or photographs and the immediate business impact.
Support process
Six Steps from Request Submission to Recorded Resolution
The exact review and response path depends on the issue type, impact, evidence, required owner and whether an operational or commercial approval is needed.
↔ Swipe through the support process
Identify the Issue
Confirm the affected workflow, account, page, item, request or transaction.
Collect Evidence
Gather references, screenshots, timestamps, error messages and the expected result.
Create the Ticket
Use Support Central, choose the correct issue type and provide the required conditional fields.
Route and Assign
Fluent Support validates, tags and routes the ticket to the responsible inbox or agent.
Resolve or Escalate
Guidance, correction, operational action, workaround or approval is provided.
Confirm and Close
The result, decision, completed action, customer confirmation and any follow-up are recorded in the ticket.
↔ Swipe through support principles
Support priority follows impact
An active operational block, security concern or widespread outage is different from a general question, enhancement request or future configuration change.
Response time depends on the support arrangement
No universal public response-time commitment applies unless it is stated in the relevant agreement, service level or approved implementation scope.
Severity and impact guidance
Describe the Business Impact, Not Only the Error
Severity helps the support team understand urgency. It does not replace the need for references, screenshots and a clear description of what is blocked.
Severity
Typical Impact
Examples
Required Request Detail
Critical
Widespread or security-sensitive operating block
Service unavailable, active fulfilment stopped, serious access or data-risk concern
Immediate impact, affected users, references, evidence and workaround status
High
Major workflow or customer commitment materially blocked
Request cannot progress, required data missing, dispatch or return blocked
Deadline, inventory impact, exact stage, references and screenshots
Normal
Limited issue with an available workaround or non-urgent impact
One user or record affected, incorrect display, routine account change
Steps, expected result, actual result and workaround used
Request or Question
No current operating block
Training question, enhancement, future service or configuration request
Business objective, requested outcome, users, scope and target date
↔ Swipe through the severity levels
Critical
- ImpactWidespread or security-sensitive operating block
- ExamplesService unavailable or active fulfilment stopped
- IncludeAffected users, references, evidence and workaround status
- EscalationState the immediate business impact clearly
High
- ImpactMajor workflow or customer commitment blocked
- ExamplesDispatch, return or required stage cannot progress
- IncludeDeadline, inventory impact, exact stage and evidence
- EscalationExplain what cannot proceed
Normal
- ImpactLimited issue or workaround available
- ExamplesSingle user, record or display affected
- IncludeSteps, expected result, actual result and workaround
- EscalationUse only if the impact materially changes
Request or Question
- ImpactNo current operating block
- ExamplesTraining, enhancement or future service request
- IncludeObjective, scope, users and target date
- ReviewMay require assessment or commercial approval
Fluent Support ticket checklist
Include the Information Needed to Route and Investigate the Ticket
The ticket form should use conditional custom fields so users see only the references required for their selected issue type.
↔ Swipe through the ticket requirements
Do not send passwords, one-time codes, secret keys or unrestricted sensitive documents. Upload only the files required for the ticket and use the approved secure method for confidential information.
Support FAQs
Common Questions About Fluent Support Tickets
The responsible inbox, review process and response arrangement depend on the issue type, impact and applicable service agreement.
Where do I create and track a support request?
Use Support Central. After signing in, you can create a ticket, review its status, read replies, add information and continue the conversation from the same ticket record.
Which issue type should I choose?
Choose the most specific option: Product & Catalogue, Rental Setup, Orders & Fulfilment, Payouts & Settlements, Inventory & Channel Sync, Damage & Returns, Pricing & Earnings, or Account & Access.
What information should be included in the first ticket?
Include the seller or client name, registered email, contact number, affected channel, item and transaction references, expected result, actual result, evidence, timestamp and business impact.
What should I do for an urgent active order?
Create an urgent Fluent Support ticket first. Then use the urgent WhatsApp route and quote the ticket number, order or request ID, item reference, deadline and exact operational block.
Can I attach screenshots, photographs and documents?
Yes, subject to the file types, size limits and attachment settings configured for the support portal. Upload only evidence relevant to the ticket.
Can I open a ticket about a specific WooCommerce order or product?
Where the relevant custom fields are enabled, select the affected WooCommerce order or product so the support agent can review the connected purchase and item information.
Can support tickets be created by email?
Email can create a Fluent Support ticket only after the chosen support address has been connected through email piping. Support Central remains the preferred route because it captures the required fields.
Are public response times guaranteed?
No universal public response-time commitment applies unless it is stated in the applicable agreement, support plan, service level or implementation scope.
Can a ticket change our configuration or commercial scope?
Only after the required authorised approval. Some changes may require assessment, pricing, testing, implementation planning or an updated agreement.
Should passwords or one-time codes be shared in a ticket?
No. Do not share passwords, one-time codes, private keys or unrestricted sensitive information through a general ticket.
What if the issue cannot be reproduced?
Provide the ticket references, timestamps, screenshots or recordings, browser and device, frequency, recent actions and whether other users experienced the same result.
How is a resolved ticket recorded?
The ticket retains the discussion, evidence, assigned owner, action or decision, completion result and any required follow-up before closure.
Submit a complete support request
Create One Complete Ticket and Track It Through Resolution
Use Support Central to create the ticket, upload evidence, receive replies, add follow-up details and retain the complete support history in one place.