Commerce Feature
Get help when you need it.
Commerce Support lets sellers and buyers report issues, track open tickets, and find resolution — through a structured request process. Support is for issue resolution, not general chat.
The problem
Issues arise in any commerce context — payment discrepancies, integration failures, fulfilment problems. Without a structured channel, sellers and buyers are left without a clear path to resolution or a record of what was reported.
Who this is for
Sellers who need to report a technical or order-related issue. Buyers with unresolved concerns about a payment or delivery. Anyone who needs a record of an open case and its current status.
What it does
Structured request and ticket tracking
Submit a support request by selecting an issue type, providing an order reference where relevant, and describing what happened. Each request becomes a trackable ticket. Open tickets can be updated with additional information.
SUPPORT REQUEST — PROTOTYPE — NOT SUBMITTED
Illustrative example
TICKET HISTORY
Ticket #1042
Payment not reflecting
Ticket #1043
Cannot connect Shopify
Illustrative example
Key clarifications
- –Support is for issue resolution — not general enquiries or chat.
- –No response-time guarantees are made in this overview.
- –Commerce and Finance are separate systems — note Finance transaction references if relevant.
- –A help centre with articles is also available — this page covers the support request flow.
Definitions
Support ticket vs Help Centre vs Tooltip
| Support Ticket | Help Centre Article | In-product Tooltip | |
|---|---|---|---|
| Purpose | Report and resolve a specific issue | Self-serve information and guides | Contextual explanation of a feature |
| Creates a record | Yes — trackable case | No | No |
| Requires input | Yes — issue type, description | No — read only | No — hover or tap |
| Involves a response | Yes | No | No |
FAQs
Common questions
Issue resolution when you need it.
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