Support Knowledge Base
Resolve customer issues with playbook guidelines and solutions
Physical Goods Issue: Where is my package?
Customer inquiring about order status or missing shipment. CHECKLIST: 1. Check PhysicalFulfillment status 2. Verify tracking number in fulfillment re...
Subscription Issue: My subscription didn't activate
Customer's subscription payment succeeded but access not granted. CHECKLIST: 1. Check Stripe subscription status (should be 'active') 2. Check Subscr...
Physical Goods Issue: Item arrived damaged
Customer received damaged product. PROCESS: 1. Request photos of damage 2. Document condition in Support ticket 3. Notify vendor immediately 4. Offer...
Escalation Guide: When to Escalate
Escalation decision tree for support agents. ESCALATE TO TIER 2 (Vendor Success): - Vendor product problems - Vendor fulfillment issues - Vendor comm...
Vendor Issue: My product isn't showing in the store
Vendor reports product not visible. CHECKLIST: 1. Check product status (active/inactive in StoreProduct) 2. Check ProductModerationLog for rejection ...
Fraud Detection: Red Flags to Watch
Common fraud indicators requiring immediate attention. RED FLAGS: - Multiple failed payment cards - High refund rate on vendor account - VPN/proxy us...
Service Delivery Issue: Service not delivered
Customer paid for service but vendor hasn't delivered. CHECKLIST: 1. Check service start date vs current date 2. Review vendor communication logs 3. ...
Dispute Handling: Stripe Chargeback
Customer initiated chargeback via Stripe. PROCESS: 1. Stripe notifies us of dispute 2. Create MarketplaceDispute record 3. Gather evidence: - Acce...
App Access Issue: The app says I'm not activated
Customer has valid subscription/order but app returns 'not activated' error. CHECKLIST: 1. Verify order status in Order table 2. Verify subscription ...
Purchase Issue: I paid but didn't get access
Customer paid but cannot access product. CHECKLIST: 1. Search order by email or session_id 2. Confirm payment succeeded in Stripe 3. Check webhook lo...
Subscription Issue: How do I cancel my subscription?
Customer wants to cancel their subscription. OPTIONS: 1. Direct customer to Billing Portal (if your app has one) 2. Manually cancel via Admin Dashboa...
Purchase Issue: I was charged twice
Customer reports duplicate charges. CHECKLIST: 1. Check Stripe for duplicate charge records 2. Determine if customer clicked 'Back' during checkout 3...
Digital Download Issue: Download link expired or broken
Customer cannot download digital product. CHECKLIST: 1. Verify purchase in Order table 2. Check DigitalDownloads table for file URL 3. Test URL manua...
Refund Policy Overview
Standard refund guidelines for support agents. WHO CAN APPROVE: - Tier 1: Refunds <$500 without vendor dispute - Tier 2: Refunds <$2000 with vendor c...