Support

Support plans

Hours, channels and response targets by plan.

BasicLocal · Local PlusIncluded

BusinessInternationalIncluded with International

EnterprisePremium · MachineryIncluded with Premium & Machinery

Hours

Mon–Sat, 9:00–19:00 (your time zone)

24 hours, Monday–Saturday

24/7/365

Web cases

✓

Live chat

—

✓

Phone & call-back

—

✓

First response target

General guidanceHow-to questions, listing advice, reports.

24 h

12 h

Account or listing impairedA listing, ad, payout setting or feature isn't working as expected.

12 h

4 h

Orders impairedA buyer is waiting: deposit, inspection, adjustment or dispatch is blocked.

Not included

4 h

1 h

Business-criticalAccount suspended, payouts held, or a container / shipment stuck.

Not included

15 min

Seller success manager

—

✓ Named manager, monthly review

Account reviews

—

✓

Targets are for the first reply from a person. Business-hours times count Monday–Saturday, 9:00–19:00 in Europe. Enterprise phone line for Europe: +39 0585 555 140. Open cases in Seller Hub → Performance → Support Center.

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