Contact: which route suits your question

Which route for which request

The channels are not interchangeable, and that is not an administrative rule: each one gives access to different information at the moment your message is read.

The ticket from your account, and why it is quicker

The help and support area of the account lets you open a ticket and follow the exchanges on it. That is the route for any question about an order, a parcel, a return, an amount, a statement or a withdrawal.

The reason is simple and worth spelling out. A ticket opened from your account arrives already attached to your account: the team sees your orders, your statuses and your statements while reading your message. The same question sent through a general channel starts with an exchange whose only purpose is to establish who you are and which order you mean — adding delay before anyone has looked at the problem.

A ticket has a second advantage: it keeps a record. An exchange about a disputed parcel, a return fee charged, or a payment amount can be reread, and nobody has to remember what was said.

Your account manager

Every seller is looked after by an account manager, who handles a set of sellers. They are the person for anything larger than one order: making sense of a return rate that is getting worse, discussing a product, asking for a private product, or submitting a sourcing request.

The distinction from support is useful. Support handles a case: a parcel, an amount, a status. The account manager handles an activity: what keeps happening, what is improving, what has not been working for three weeks. Sending a parcel problem to one or a strategy question to the other works, but more slowly.

What to include so the first reply is useful

Most exchanges that drag on start with a message nothing can be done with. Four things are enough to avoid that.

1. Your public ID — It takes the form XXXX-XXXX — two groups of four characters separated by a hyphen — and it is on your account. It identifies you to support and on payments.
2. The order or parcel reference — A question about 'an order from last week' requires a search; a reference requires a click.
3. What you expected, and what happened — Two sentences is enough. It is the gap between them that shows where to look.
4. What you have already checked — The parcel status, the statement, the tracking page. It stops you being told what you already know.

You are a customer waiting for a parcel

If you have ordered a product and have a question about your parcel — where it is, when it will arrive, how much you will have to pay the courier, or how to cancel it — contact the seller you ordered from, not the platform.

That is not passing the buck, it is the only route that gets anywhere. The seller is your commercial counterpart: they set the price, they can amend or cancel the order, and they decide on any gesture of goodwill. The platform handles the logistics on their behalf, but cannot take a decision in their place on a sale that is not its own.

To simply find out where your parcel is, you need nobody: the public tracking page tells you, with no account to create. For a manual search you need both the order reference and its phone number, so that a guessed reference does not expose somebody else's parcel.

Press and partnerships

Press enquiries, partnership proposals and commercial approaches go through the general contact address shown at the foot of every page. State the subject in the first line: these are handled by different people from those handling tickets, and a clear subject line saves a step.

For a press enquiry, give the outlet, the subject and the deadline. The factual material on how the platform works — the business model, the roles, the chain of an order — is already set out on the page about the platform and can be quoted directly.