Support: appeals and responses

If something doesn’t work or doesn’t work, write to us from the office: Support → "A new appeal". All correspondence remains in the office, the answer is duplicated with a letter and a bell. The section is open immediately after registration - even if the company has not yet passed the audit.

How to write

In the form, indicate:

• Subject matter of treatment - in short, what we are talking about: "No bill on the tariff", "Not loading price".
• Section - entrance and profile, company and inspection, tariff and payment, catalog and goods, orders and contractors, error on the site, other. He is the one who deals with him.
• Communication What happened, what you did before and on which page. Page address, order number or article speed up the analysis at times.

The message may be attached up to 5 files, each up to 10MB: screenshots (jpg, png, webp), pdf, documents and tables (doc, docx, xls, xlsx, csv, txt) and zip archives. Files are in a closed storage: you see them and support, links to the outside do not work.

You can answer directly in the address - as well as with files. The entire history of correspondence remains in place.

Status of treatment

Status	What do you mean?
Waiting for an answer.	Address in line.
At work.	Someone in support is already doing it.
Reply.	We said, "We're waiting for you if the question remains."
Closed.	Question is exhausted

Applications of companies with a more expensive tariff we analyze first - the level of support is included in the tariff.Seller's fare and subscription fee).

Closure of the application

If the question is solved, you do not need to answer: The application to which we responded closes itself after 3 days. The date is visible right in circulation, so there will be no surprise. You can close earlier with a button. "Question solved.".

Written a new message – the appeal again receives the status Waiting for an answer. And he's back in line. This also works for the already closed: you do not need to start a separate appeal on the same issue, all correspondence will remain in one place.

Correspondence and attached files are stored yearThey are then removed along with the investment.

Where not to write

• Dispute over deal - payment, shipment, shortage, return. The site is not a party to the contract: write to the second party in the chat transactionChat by order and request) and rely on the supply contract (Buyer groups and counterparties).
• Violation on the card or company page - for this there is a "Complain" button and a separate order with deadlines (Complaints and disputed goods).
• The idea of how to make the site better This section is called “Proposals for Improvement” (Profile, notifications and suggestions): you can see the status of the idea and the answer.