Opening a support ticket

Collect a case the team can identify#

A useful ticket lets the team find the problem without reconstructing it from scratch. Before opening one, identify the page, store and marketplace involved. For a product or sale issue, keep the ASIN or eBay order ID. If a copyable error reference appears, include it in the request.

Describe a short sequence: command selected, result obtained and result expected. Also specify whether the error always occurs or affects only that item. For a loading problem, state the browser and whether you can open other pages.

You do not need to send an entire customer list to explain an error on one order. Choose the minimum material that makes the case understandable.

Prepare a clear request#

Use Support for technical, account, Amazon, eBay or payment issues. In the description, include:

• what you were doing and on which page;
• what happened and what result you expected;
• the store and marketplace involved;
• the ASIN or order ID, if needed to locate the issue;
• the error text and copyable reference, if present.

You can attach a screenshot or short video. Keep the issue readable and obscure unnecessary personal data.

Submit the ticket#

1. Open Support and select New ticket (Nuovo ticket).
2. Complete Subject (Oggetto), for example “Import blocked on Italy store”.
3. Choose Category (Categoria) and Priority (Priorità).
4. Enter the details under Description (Descrizione).
5. To attach a file, select Add photos, videos or documents (Aggiungi foto, video o documenti) and follow the displayed limits.
6. Select Open ticket (Apri ticket).

The request appears in the list with a number, status and latest activity. If an attachment is rejected, correct it or use Continue with valid attachments (Continua con gli allegati validi).

Reply and find the request again#

1. Search for the ticket by number or subject. Use the Active (Attivi), All (Tutti) and Closed (Chiusi) filters to find it.
2. Open the conversation and read the team’s reply.
3. Write under Your reply (La tua risposta) and add any attachments.
4. Select Send reply (Invia risposta).

Continue in the open ticket for the same issue. A closed ticket does not accept replies: open a new one and cite the previous number.

If the list does not load, select Retry (Riprova). If New ticket is disabled, read the message shown in the support area.

Complete category, priority and description#

Subject accepts up to 200 characters. Use a recognizable title, such as “Saving return policies on marketplace IT”. The Description and replies accept up to 10,000 characters: there is room for steps and the complete message, but keep different issues separate.

The categories are Technical issue, Subscription and payments, eBay, Amazon, Account and access, and Other. Choose the one closest to the actual problem. Available priorities are Low, Normal, High and Urgent; describe the impact in the request, for example which operation remains blocked.

Subject and description must be completed before submission. An attachment error can also keep the button disabled: correct it or continue with valid attachments.

Add files within the supported formats and limits#

You can attach up to 5 files, with a maximum total of 75 MB. The limits apply even when files are added at different times: check the selected list before adding more.

If a file is rejected because of its format, size or because it is empty, use a valid copy. You can remove an attachment from the list before submission. A screenshot should clearly show the command and error, without passwords or unnecessary personal data.

Example of a complete request#

For a demo store, the subject could be “Return policy not saved on IT”. In the description, write: “In Settings, eBay accounts, I open Example Store IT. In Return Policies, I select 30 days and Save Changes. The message copied below appears. I expected the editor to close with the values saved; when I reopen it, I find the previous value.”

Add the exact message and error reference, then a screenshot cropped to the affected section. State whether the problem also occurs with another policy. Do not invent attempts you did not make: describing what you observed is enough.

For an update on the same problem, reply in the existing ticket and explain what changed since the last message.

Follow the status and update the ticket#

The displayed statuses include Open (Aperto), In progress (In lavorazione), Waiting for you (Attende te), Resolved (Risolto) and Closed (Chiuso). Waiting for you indicates that your input is needed: open the conversation and answer the points requested by the team.

When you receive a solution, repeat the affected step and report the result in the same ticket if the conversation still accepts replies. If the step still fails, provide the new message and explain which step you performed. A Closed ticket requires a new request citing the previous number.

If New ticket is temporarily unavailable, read the notice in the area. If the list shows an error, use Retry; do not open duplicate requests just because the conversation failed to load on the first attempt.