Help & Support

Getting stuck is frustrating. This page tells you exactly where to find answers, how to reach the CaratX team, and covers the questions sellers ask most often. --- ## 1. Finding Answers on Your Own Before opening a ticket, check here first — most common questions are already answered. **In-app seller docs** — Go to **Dashboard > Help** to browse the full seller documentation. Articles are organized by topic: getting started, listings, shipping, payments, and more. **Your dashboard** — Many answers are right inside the feature you are using. Status badges, tooltips, and inline notes explain what each setting does. **This FAQ (below)** — Scroll down for answers to the ten questions sellers ask most. --- ## 2. Creating a Support Ticket If you cannot find the answer you need, open a support ticket. A CaratX team member will respond to your ticket directly. ### How to open a ticket 1. Log in to your CaratX account 2. Go to **Dashboard > Support** 3. Click **New Ticket** 4. Choose the topic that best describes your issue (e.g., *Order Issue*, *Payment Question*, *Account / Verification*, *Technical Problem*) 5. Write a clear subject line — for example: *"Order #1042 not marked as shipped"* rather than *"order problem"* 6. In the message body, include: - What you were trying to do - What happened instead - Any relevant order numbers, item IDs, or screenshots 7. Click **Submit** You will receive an email confirmation with your ticket number. Replies are sent to your registered email address and also appear in **Dashboard > Support** so you can track the thread. ### Response times | Priority | Typical response | |----------|-----------------| | Standard | Within 24 hours (business days) | | Urgent (payment or order hold) | Within 4 hours (business days) | | Professional / Enterprise plan | Priority queue, faster response | --- ## 3. Frequently Asked Questions ### How do I change my seller tier? Seller tiers are managed by CaratX. To request a tier change, open a support ticket with the subject *"Tier upgrade request"* and include the plan you want to move to. The team will review your account and send you next steps, including any billing changes. Upgrades typically take one business day to process. ### When will I receive my payout? Payouts are processed on CaratX's standard remittance schedule after an order is marked as delivered and the clearance period has passed. You can see your upcoming and past payouts under **Dashboard > Payments > Earnings**. Each payout includes a downloadable remittance invoice. If a payout is overdue by more than two business days beyond the stated schedule, open a ticket and include the relevant order numbers. ### How do I handle a dispute? If a buyer opens a dispute on an order: 1. You will receive an email notification and a flag will appear on the order in **Dashboard > Orders** 2. Open the order and read the buyer's dispute reason 3. Respond through the order thread within **48 hours** — delayed responses are counted against you 4. Provide any evidence you have: tracking numbers, photos, correspondence 5. CaratX will review both sides and issue a decision The best way to avoid disputes is to ship promptly, use insured tracking, and communicate proactively with buyers. ### Can I cancel an order? You can request a cancellation for an order that has not yet shipped. Go to **Dashboard > Orders**, open the order, and use the **Request Cancellation** option. Provide a reason — this is shown to the buyer. Cancellations are subject to review if the buyer has already paid. Frequent cancellations negatively affect your seller standing, so only cancel when genuinely necessary. If a buyer requests a cancellation, coordinate through the order thread. ### How do I update my storefront? Go to **Dashboard > Storefront Settings**. From there you can edit your tagline, description, banner image, gallery photos, business hours, policies, FAQs, social links, and SEO fields. Changes save immediately and appear on your public storefront right away. See the **Your Storefront** guide for a full walkthrough of every setting. ### What happens if an item goes out of stock? If an item sells out or is no longer available, go to **Dashboard > Items**, find the item, and set its status to **Inactive**. Inactive items are hidden from the marketplace and cannot be purchased. If you want to leave the listing live but signal unavailability, you can edit the description or title to note it is sold — though deactivating the listing is cleaner. If you have inventory quantity tracking enabled, items at zero quantity will automatically become unpurchasable at checkout even if still listed as Active. Deactivating the listing removes it from search entirely. ### How are platform fees calculated? CaratX charges a transaction fee on each completed sale. The exact percentage depends on your seller tier and item category. You can see the fee breakdown for any sale in **Dashboard > Payments > Earnings** — each line item shows the gross sale amount, the platform fee deducted, and your net payout. If you have questions about the fee structure for your tier, contact support. ### Can I offer free shipping? Yes. When setting up a shipping option in **Dashboard > Shipping**, set the rate to $0.00 for the regions you want to cover. You can have multiple options — for example, a free standard option and a paid express option. Buyers will see all available options at checkout and choose the one they prefer. ### How do I import items in bulk? Bulk import is available on the Professional and Enterprise plans. Go to **Dashboard > Items** and look for the **Bulk Import** button. Download the template CSV, fill in your item data following the format shown, and upload it. The importer will validate your file and show any errors before importing. If your plan does not include bulk import, open a ticket to discuss an upgrade. ### What payment methods do you support for payouts? CaratX supports the payout methods configured for your account region. Typically this includes bank transfer (ACH or wire) and in some regions additional options. To see or update your payout method, go to **Dashboard > Payments > Payout Settings**. If you need to add a method not listed, open a support ticket — the team can advise on what is available for your location. --- ## 4. Contacting CaratX Support | Channel | How to reach us | Best for | |---------|----------------|----------| | **Support tickets** | Dashboard > Support > New Ticket | All issues — creates a tracked record | | **Email** | [support@caratx.com](mailto:support@caratx.com) | General questions, non-urgent matters | | **Dedicated account manager** | Contact your manager directly | Enterprise plan sellers only | Support is available Monday–Friday during business hours. Ticket responses outside business hours will follow on the next business day. For urgent payment or order hold issues, include the word **URGENT** in your ticket subject line to flag it for faster routing. --- ## 5. Reporting Platform Issues If you find a bug, broken page, or something that does not work as expected: 1. Open a support ticket and choose the topic **Technical Problem** 2. Describe what you were doing when the issue occurred 3. Include the URL you were on, the browser you use, and any error messages you saw 4. Attach a screenshot if possible — this speeds up diagnosis significantly The team investigates every reported issue. If you discover something that looks like a security vulnerability (e.g., access to another seller's data), mark the ticket **URGENT** and do not share details publicly — the team will handle it confidentially. --- The CaratX support team is here to help. Do not hesitate to reach out — a clear ticket with good details is the fastest path to a resolution.