Create, follow, and reply to a support ticket

Support Center keeps requests associated with your signed-in account. Use the same account that placed the order; a ticket attached to another account will not appear in your list. Sellers can use the same support area for shop, inventory, and account problems.

For a product question to its seller, marketplace Messages may be appropriate. For a formal return or cancellation, use the eligible action in My Orders. A support ticket can help resolve a problem, but it does not itself cancel an order, approve a return, or promise a refund. See the request guide.

1. 1

   Open Support Center

   Sign in, open your account navigation, and choose Support Center.

2. 2

   Choose a topic

   Use What do you need help with? to select the closest category. Select the relevant order when it appears in the optional Order field.

3. 3

   Write a specific subject

   Example: Order EB-1042 — one item missing. For a site problem, identify the page and the action that failed.

4. 4

   Describe what happened

   Include the affected item, quantity, relevant date, expected result, actual result, and the help you need. For mobile problems, include the device/browser and page address.

5. 5

   Send once and retain the number

   Select Send to support and check the confirmation. The ticket number identifies this conversation when following up.

Choose the ticket from your list to read its status and conversation. Enter additional information in Reply and select Send reply. Wait for the confirmation before assuming the message was saved.

Use the existing thread for the same issue so the order number, earlier answers, and new information remain together. A status update records progress; it is not a guaranteed response deadline. Once the issue is resolved, use the ticket close action when available.

• Guests start at Contact Us. Keep the private ticket link provided for follow-up; anyone who receives it may be able to access that conversation.
• If a ticket is missing after sign-in, check the account used to create it and whether it originated through a guest link.
• If sending fails, retain a copy of your message, reload the page, and check for an existing confirmation before submitting again.
• For an order issue, keep the order and ticket references together and review any formal return/cancellation request separately.