Contacting Kapsule Vendor Support (portal ticketing, priorities)

Contacting Kapsule Vendor Support (portal ticketing, priorities)

How to contact Vendor Support

  • Log in to your vendor portal.
  • Navigate to Support. Click on the “Support” tab to access the ticketing system.
  • Submit a ticket. Fill in the form with clear details, including order numbers or screenshots where relevant.
  • Track your request. All tickets are visible in your portal, with status updates provided.

Info
You can only raise support tickets through the portal. Email or phone requests will be redirected to the ticketing system for proper tracking.

Ticket categories

When raising a ticket, you will be asked to select a category:
  • Technical support: Issues with listings, portal access, or integrations.
  • Orders & fulfilment: Problems with dispatch, tracking, or courier delays.
  • Payments & fees: Questions about settlements, charges, or refunds.
  • Policies & compliance: Guidance on Kapsule rules and enforcement actions.
  • General enquiries: Anything else not covered above.

Ticket priorities

Kapsule Support assigns priorities based on urgency and impact:
  • High priority: Platform outages, payment errors, or critical order fulfilment issues. Response target: within 12 hours.
  • Medium priority: Order-specific queries, settlement clarifications, or listing errors. Response target: within 24–48 hours.
  • Low priority: General guidance, policy clarifications, or non-urgent questions. Response target: within 3–5 business days.

Notes
Response times may vary during peak periods (e.g., seasonal sales). Updates will be shared if delays are expected.

Best practices for faster resolutions

  1. Be specific. Provide order IDs, screenshots, or error messages.
  1. Choose the right category. This ensures your ticket goes to the correct team.
  1. Avoid duplicates. Multiple tickets for the same issue may slow down resolution.
  1. Check the Help Centre first. Many common questions are already answered here.
  1. Monitor your portal. Replies and updates are shared through your ticket dashboard.

Alert
Tickets raised outside the portal (e.g., by email) will not be tracked and may result in delayed assistance.

Escalations

If your issue remains unresolved after the stated timeframe:
  • Reply directly to your open ticket to escalate.
  • The system flags repeated follow-ups for review by a senior support agent.
  • Urgent matters that significantly affect your ability to trade may be escalated automatically.

Quote
“The quickest way to resolve issues is by providing all details upfront. Incomplete tickets often require back-and-forth that delays resolution.” – Kapsule Support Team

FAQs

1. Can I call Vendor Support by phone?

No. All support is handled through the vendor portal ticketing system to ensure proper tracking and accountability.
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2. What if I need urgent help outside business hours?

High-priority tickets are monitored outside standard hours. Raise a ticket through the portal, and it will be reviewed promptly.
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3. How can I see the status of my ticket?

Log in to the vendor portal and check your Support tab. All tickets are updated with current status.
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4. Can I reopen a closed ticket?

Yes. You can add a reply to any closed ticket within 14 days, and it will be reopened automatically.
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5. What happens if I submit multiple tickets for the same issue?

Duplicate tickets may be merged or closed. It’s best to add details to your existing ticket.

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