Merchant guide
Learn onboarding, operations, redemption, and settlement workflows.
Support chat with the platform
Prefer this over random email threads so ticket metadata attaches correctly.
Description
Managers / owners: use chat for platform bugs (payout, verification). Staff: escalate guest fights to your manager first—support cannot rewrite store policy.
Steps
- Open Me → Support chat or Contact support—wording per build.
- If a category picker appears, choose closest match (Payments, Deals, Technical) to route faster.
- Write one concise problem sentence, then facts: store name, order/voucher IDs, timestamps, screenshots without guest faces unless policy allows.
- Attach images using the paperclip if available—crop to relevant rows only.
- Stay in-app until you see delivered—if session drops, reopen chat; history often persists.
- For urgent money stops, also check Notifications for known incidents before assuming unique failure.
- Escalation: if SLA misses your business needs, use contract escalation emails outside this guide—keep chat IDs as references.
Screenshot: transcript with masked IDs.
If something goes wrong
- Cannot start chat: verify network, update app, retry off-peak; some regions need latest version gating.
- Bot loops: type agent or human if prompts allow—product evolves; aim for human when stakes are high.