GETTING STARTED · HELPCENTER AND SUPPORT
The right question.
A clearer path to a solution.
Connect HelpCenter is designed to help you get familiar with the platform and find instructions. When you need a specific case checked, send support a clear description and the information that helps explain what happened.
Distinguish between a usage question, an operational problem, and a request for a new feature. This makes it easier to determine the next step and involve the right person.
Go through the guide
First, find the relevant topic in HelpCenter
In the menu, open the area your question relates to: products, orders, payments, shipping, or another available category. Getting started guides you through the basic preparation sequence, while individual categories cover the details.
If the instructions differ from what you see, note the page name and the difference. Your account may have different permissions or activated features.
How to submit a support request
Registered users can open a support request and track replies through the ticketing system. Sellers use the support available in their administration. If you do not yet have access or your question comes before the start of cooperation, use the contact page.
For the same case, continue the existing conversation or ticket so that the description, replies, and attachments remain in one place. If an independent problem arises, open a separate request.
What a problem report should contain
If the problem occurs occasionally, write how often it happens and whether you were able to reproduce it. Also state what you have already checked so that the same steps are not repeated unnecessarily.
- Store or seller: specify which space the problem concerns.
- Short title: for example, “The order was received, but no notification arrived”.
- Where the problem occurs: the page, administration area, or feature used.
- Steps: what you opened, entered, or selected before the problem appeared.
- Expected and actual result: what should have happened and what you saw.
- Time and example: date, time with time zone, and the order number or item code, if available.
- Device and browser, or app version, when relevant.
- The exact error message and a screenshot with sensitive data covered.
Example of a useful description
Title: We see a new order in the administration, but the notification was not received.
Description: In store [name], order [number] was received on [date and time, Europe/Zagreb]. It is visible in the administration, but no notification arrived at the expected address. We checked the inbox and spam folder. We expect a check of notification delivery for this example.
Instead of a general message such as “it does not work”, this type of description provides a specific example that can be checked.
What not to send and how to continue the conversation
Do not send passwords, API keys, card details, or unnecessary customer personal data. For verification, first provide the order number or another appropriate identifier. In the screenshot, leave visible the part needed to understand the problem.
If support requests additional information, add it to the existing request. After the fix, check the same scenario and report the result. For a new feature request, describe the business need and desired outcome; availability, scope, and implementation must be confirmed separately.
When a problem affects purchasing or payment
Clearly state whether the customer can complete the purchase and whether the problem is limited to one case or affects multiple cases. If the payment status is unclear, provide the existing order and the time of the attempt instead of repeating the payment for verification.
Find the official contact details and available ways to get in touch on the contact page. Further action and priority are coordinated according to the impact of the problem and your agreed support terms.
Frequently asked questions
Can I send a screenshot?
Yes. Show the part that explains the problem and cover passwords, keys, and personal data that are not needed for verification. Add a textual description along with the screenshot.
Should I open a new ticket if a reply has not arrived yet?
For the same case, add new findings to the existing request and state if the impact of the problem has changed. This keeps the entire communication connected.
