Account & Access
Sign-in, approved account access, user permissions, profile/onboarding state or a role/access issue.
- Login or approved-account access
- User/role permissions
- Onboarding/profile state
- Account-level configuration access
Support Central
Open, Track and Resolve Account-Specific Seller Central Issues
Use Support Central when an issue needs investigation, intervention or a case history tied to your Seller Central account. Create one case per issue, attach the relevant evidence and keep the full conversation in the same ticket.
For general “how do I do this?” guidance, start with Help Center or Operational Guides. Support Central is for problems that cannot be resolved safely through the maintained self-service procedure.
From issue to accountable resolution
Describe + evidence + investigate + close
Describe + evidence + investigate + close
01
Identify the Issue
Choose the affected area and keep one support case focused on one operational or account problem.
Identify the Issue
Choose the affected area and keep one support case focused on one operational or account problem.
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02
Add the Right Context
Include safe request, task, item, transaction or integration references plus the current state and what you expected.
Add the Right Context
Include safe request, task, item, transaction or integration references plus the current state and what you expected.
03
Investigate & Respond
Keep replies, requested evidence and actions in the same case so the support history remains complete.
Investigate & Respond
Keep replies, requested evidence and actions in the same case so the support history remains complete.
04
Verify & Close
Confirm the affected workflow is in the correct final state before treating the support case as resolved.
Verify & Close
Confirm the affected workflow is in the correct final state before treating the support case as resolved.
Support should never require an operator to force an incorrect inventory, custody, approval or publication state just to make an error disappear.
Preserve accountable truth
Preserve accountable truth
Choose the issue type first
Route the Case to the Team that Owns the Affected Workflow
The issue type should describe what is actually blocked or incorrect—not merely the screen where the user noticed it.
↔ Swipe through support issue types
Inventory & Operations
Inbound, QR, receiving, storage, location, counts, picking, packing, dispatch, returns or operational state problems.
- Receiving / intake
- QR / identity / scan
- Storage / movement / count
- Fulfilment / return / restoration
Commerce & Publishing
Catalogue, destination publishing, marketplace mapping, availability, listing state or channel-related issues.
- Catalogue readiness
- Destination draft/review/publish
- Marketplace mapping
- Availability/sync exception
Commerce OS & Integrations
Client-operated software, migration, integration, connector, API, reporting or system-orchestration issues.
- Commerce OS module issue
- Integration / connector
- Migration / data issue
- Reporting / automation behavior
Before creating a support case
Check the Current Guide, Confirm the Affected State and Gather the Minimum Useful Evidence
A well-scoped case can be investigated much faster than a broad “not working” message. Do not retry actions that could change custody, quantity, availability or approval unless the current guide explicitly says the retry is safe.
↔ Swipe through the pre-case checklist
Check Current Guidance
Use Help Center for exact steps and troubleshooting; use the Operational Guide for repeated SOP/checklist work.
HelpSOPCurrentSafe retry
Capture the Current State
Record what the system currently shows before attempting another state-changing action.
StatusStageReferenceTimestamp
State before retry
Collect Safe Evidence
Attach a relevant screenshot, error text and safe operational reference without sending passwords, tokens or unnecessary personal data.
ScreenshotErrorIDEvidence
Only relevant evidence
Define the Expected Result
Explain what you expected to happen and which downstream task is blocked or at risk.
ExpectedActualBlockedImpact
One issue per case
Seller Central support portal
Create a Case or Continue an Existing Conversation
Approved Seller Central users can sign in below to create a support case, upload evidence, review replies and follow case status. New seller/client accounts are created through the Seller Central application and approval process—not through public support registration.
Please login or create an account to access the Customer Support Portal
Not registered? Create an account
Forgot your password? Reset password
01
Build a case the investigating team can act on
Build a case the investigating team can act on
Issue Type, Safe Reference, Current State, Expected Result, Error Evidence and the Last Safe Action You Completed
Good support cases reduce back-and-forth. Give the support team enough context to identify the exact account/workflow record without sending a long unrelated history.
For a batch or high-volume problem, identify whether the issue affects one item, one task, the full batch or multiple unrelated records. Keep each independent problem in its own case.
One case = one issueCurrent state before interventionExpected result explicit
↔ Swipe through case-quality controls
Reference the Right Record
- Request/task reference
- Safe item/SKU/QR reference
- Transaction/payout reference where relevant
- Integration/job reference where relevant
Explain Actual vs Expected
- Current state
- Expected state/action
- When the issue occurred
- What is blocked
Attach Useful Evidence
- Relevant screenshot
- Exact visible error text
- Condition/photo evidence where operationally relevant
- No unrelated private data
State What You Already Tried
- Safe retry performed
- Current Help article followed
- Browser/device where relevant
- Do not repeat unsafe state-changing actions
02
Urgent does not mean bypassing the accountable workflow
Urgent does not mean bypassing the accountable workflow
When Live Inventory, Dispatch, Delivery, Return or Access Is Blocked, Create the Case First and Keep Any Additional Communication Tied to It
For an immediate operational problem, create the support case as soon as the basic context is available. That creates the reference used to connect follow-up communication, evidence and the final resolution.
Do not mark work complete, alter stock, overwrite a discrepancy or bypass a supervisor gate simply because the issue is time-sensitive.
Create case firstQuote case reference in follow-upDo not force incorrect state
↔ Swipe through urgent-support controls
Operational Blocker
Use when an active receiving, storage, pick, pack, dispatch or return process cannot continue safely.
Account / Access Blocker
Use when an approved user cannot access the account or required function and the self-service recovery path does not resolve it.
Commerce / Publishing Blocker
Use when a live listing, availability or destination problem needs account-specific investigation.
Keep the Case as the Record
Any phone, WhatsApp or other operational follow-up should quote the case reference so decisions and evidence remain connected.
03
Send enough context to investigate—but not secrets
Send enough context to investigate—but not secrets
Never Put Passwords, API Keys, Secret Tokens, Full Bank/KYC Documents or Unnecessary Personal Data into a Support Case
Support evidence should be relevant to the issue. Mask or crop information that is not required to identify the affected record or understand the error.
If a support team requires a more sensitive artefact for a specific investigation, use only the approved secure method provided for that case.
No passwordsNo API secretsMask unrelated PII
↔ Swipe through support-information controls
Safe to Include
- Task/request/reference IDs
- Visible error text
- Sanitised screenshots
- Relevant item/status evidence
Mask Where Possible
- Personal contact details
- Buyer/client information not needed for diagnosis
- Full labels if only part is relevant
- Unrelated addresses/documents
Do Not Include
- Passwords
- API keys / secret tokens
- Full bank/KYC documents
- Private credentials
Secure Evidence if Requested
Follow the case-specific approved method when support explicitly requests an artefact that should not be uploaded through the normal case thread.
Use the right support layer
Learn, Follow the Procedure, Get a Quick Answer—or Open a Case
Each support surface has a different job. Using the right one keeps detailed procedures maintainable and account-specific investigations traceable.
↔ Swipe through the support layers
Seller Academy
Learn concepts, roles, operating models and end-to-end journeys.
Help Center
Follow exact task steps and safe troubleshooting for known workflows.
Operational Guides
Use repeated SOPs/checklists for controlled physical and digital execution.
FAQs
Get the short recurring answer and the important caveat.
Release Notes
Understand what changed, who is affected and whether action is required.
Support Central
Open a case when the issue needs account-specific investigation or intervention.
Support Central is not a replacement for Help Center
Known routine procedures should remain self-service. Open a case when the maintained procedure cannot safely resolve the problem.
Help Center is not a case-management system
Account-specific evidence, replies, investigation and resolution history belong in Support Central.
Support Central FAQs
Common Questions about Opening and Managing Support Cases
Use one case for one issue and keep the investigation in the same thread until the affected workflow is verified.
When should I create a support case?
Create a case when an issue is account-specific, requires investigation/intervention, or cannot be safely resolved through the current Help Center or Operational Guide.
Should I create one ticket for several unrelated problems?
No. Use one case per issue so ownership, evidence, replies and resolution remain clear.
What reference should I include?
Use the safest specific reference available: request, task, item/SKU/QR, transaction, payout, listing, integration job or another record relevant to the issue.
What if the issue is urgent?
Create the case first. If additional operational communication is needed, quote the case reference so the follow-up remains connected to the recorded issue.
Can I send passwords or API keys in a support case?
No. Do not send passwords, API keys, secret tokens or other credentials through a standard support case.
Can I continue unaffected work while one item has an issue?
Only when the workflow safely isolates the failed item and keeps it visibly unresolved. Stop broader work if continuing could corrupt shared quantity, identity, custody, approval or availability state.
Does closing the support case automatically mean the inventory issue is resolved?
No. The underlying operational state should be verified first. A case can be closed only after the appropriate final workflow state is confirmed.
Can a new seller register through Support Central?
No. New client/seller accounts use the controlled Seller Central application and approval process.
Need account-specific help?
Create the Case with the Right Reference and Keep the Investigation in One Place
Start with the current state, the expected result and the minimum useful evidence. Support can then investigate without forcing the underlying workflow into an incorrect state.