Managing Buyer Support Tickets
How to view, respond to, and resolve buyer support tickets from your dashboard.
When a buyer raises a support ticket about their order, you will receive an email notification. You must respond within 2 business days (Mon-Sat, excluding holidays) to maintain a good seller rating.
Viewing Tickets
- 1Go to Dashboard → Tickets.
- 2The "Buyer Tickets" tab shows all tickets raised by your buyers.
- 3Tickets with a red "SLA Breached" indicator need immediate attention.
- 4Click any ticket to expand the conversation thread.
Responding to Tickets
- 1Click the ticket to expand it.
- 2Read the buyer's message and type your reply. You can attach up to 5 photos (e.g. proof of the item shipped).
- 3Press Enter or click the send button.
- 4The buyer receives an email when you reply.
If a buyer sends several messages in a row, you only get one email — you won't be spammed. The SLA timer reflects genuine non-response, and replying while you already owe a reply doesn't reset it.
Resolving & Reopening
- Click "Mark as Resolved" once the issue is sorted — this stops the SLA timer.
- Resolved is a SOFT close: if the buyer replies within 48 hours, the ticket reopens and returns to your Active list (and the SLA timer restarts).
- If no one replies within 48 hours, the ticket closes automatically. A closed ticket cannot be reopened.
SLA & Escalation (with email alerts)
| Stage | When | What happens |
|---|---|---|
| Response SLA | 48 business hours | If still awaiting your reply, you get a one-time "respond now" email |
| Auto-escalation | 72 business hours | Ticket is escalated to the platform admin and you get an email |
SLA only runs while a ticket is awaiting YOUR reply — if you've already responded, you're never penalised. Tickets unresolved after 3 business days are escalated to the platform admin, and frequent escalations may affect your seller account.
Platform Support Tickets
Need help from the Destin Bio team? Go to Dashboard → Tickets → Platform Support tab → New Ticket. Use this for payment issues, billing questions, feature requests, or account problems. You can attach photos/screenshots, and the admin is notified by email.
Platform tickets have no SLA. If you mark your own platform ticket resolved, you can reopen it within 48 hours by replying; otherwise it closes automatically.
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Questions about your shop? Check your dashboard or read more seller guides.