Selstack is a platform for creators and businesses to build a public selling page, share individual offers, accept supported payments and bookings, and manage the resulting orders and customer details. A “Stack” is a selling page. This guide explains the relevant workflow and the seller’s responsibilities; payment methods, account requirements and some features depend on the business configuration and plan.
Turn eligibility, exclusions, request method, evidence, timing and statutory obligations into a repeatable operating process that produces clear expectations before payment and consistent decisions after purchase.
A repeatable operating routine should connect Selstack orders and customer context to fulfilment, support, finance and team responsibilities.
Define the decision and its owner
Turn the topic into an operating decision rather than a vague aspiration. Document eligibility, exclusions, request method, evidence, timing and statutory obligations. Name the person responsible, the Selstack record they should check and the status or event that starts the work.
Write the normal path in plain language
Describe the few steps that should happen for a typical order, contact, support request or financial review. Use the authenticated Selstack record as the shared reference. A short process that the team follows is more useful than a large document nobody can apply.
Add controls where errors are expensive
Require a second review for changes involving money, access, customer data or irreversible fulfilment. Separate preparation from approval where possible. Do not share administrator credentials or move sensitive decisions into private messages that leave no reliable history.
Plan the exception path
Write what happens when information conflicts, a payment is pending, stock is unavailable, a deadline moves or a customer disputes the outcome. State who can decide, what evidence is safe to collect and when official support or a specialist must be involved.
Review evidence on a useful rhythm
Use paid orders, fulfilment time, customer questions, refunds, support load and available balances according to the decision. Compare the current period with the same definitions, not a changing collection of vanity metrics. Assign actions and review dates, not only observations.
Keep the process proportional
The target is clear expectations before payment and consistent decisions after purchase. Simplify steps that add no control and strengthen steps that protect customers or funds. Avoid copying a policy that conflicts with the actual offer or applicable consumer law. The process should remain usable when the business is busy or a different team member takes over.
A practical example
State eligibility, exclusions, request route and timing beside the offer, using terms that match the actual product and applicable law.
When the result is unexpected
If the published policy conflicts with a legal duty or the promised delivery, seek appropriate advice and correct it before another sale.
Start with the correct order and reason
A refund or payment dispute should be investigated against the original order. Confirm the customer, offer, amount, currency and relevant payment reference before taking action. A complaint about a late parcel is different from a duplicate payment attempt or a digital-access problem. Establish the issue the customer needs resolved rather than assuming that every support request requires the same financial action. Selstack’s records provide the transaction context, while the business remains responsible for understanding the complaint and applying the appropriate process.
Write terms customers can understand
Explain important delivery, cancellation and refund conditions before a purchase. Use language suited to the product or service and avoid copying a policy that describes a different business model. A digital resource, a made-to-order physical item and a time-specific event can involve different practical questions. The business should obtain appropriate advice about the obligations that apply to it and its customers. An article or a settings field does not override those obligations. The aim is an accurate explanation of the offer and the process, not an attempt to hide material restrictions.
Separate the service problem from the money movement
A replacement file, a corrected delivery detail or a support explanation may resolve some issues without a refund. Other cases require a financial action. Decide deliberately and keep the customer informed about the specific next step. Do not mark an order as fulfilled simply to close a support conversation, and do not report a refund as successful because someone has agreed that it should happen. The operational decision, the submitted financial request and the final recorded result are different stages that should remain clear in both notes and customer messages.
Review the available refund action
Open the correct order, confirm its eligibility and review the refund controls available for that payment. Check the amount and previous activity before submitting. Prevent duplicate requests by keeping one owner and one support record for the case. If a refund is already pending or recorded, investigate that state rather than initiating another action. Use the platform’s recorded result to describe progress. A customer’s bank or payment provider may display the resulting credit on its own schedule, so avoid inventing a universal arrival time.
Handle direct collection separately
Pay-on-delivery money is collected directly by the seller. It is not an online gateway charge that Selstack can reverse through an online refund action. If the seller needs to return directly collected money, the business must arrange the appropriate direct repayment and keep its records accurate. Review the order’s payment method before choosing a resolution. A seller confirming that a customer paid on delivery should not create the impression that the platform processed or holds that money.
Explain currency differences honestly
For an international order, keep the original payment currency and any recorded remittance or conversion information visible in the investigation. Do not promise that a customer’s bank statement will show a particular converted amount without a verified basis. Compare the original transaction, the refund record and the customer’s specific question. If the records do not explain the discrepancy, escalate it with safe references. Manually calculating an exchange rate from a different day can create a convincing-looking answer that does not describe the actual transaction.
Prepare evidence for a dispute
A chargeback or payment dispute is not simply a routine refund request. Review the relevant payment-review process and any visible deadlines. Gather truthful evidence of the offer, customer communication, access or delivery associated with the actual order. Do not invent proof, edit historical records to support a preferred account or submit unrelated customer information. The most useful evidence is specific, dated and connected to the disputed transaction. Where the platform needs further information, provide it through the designated route and retain the safe case reference.
Keep communication calm and specific
Acknowledge the customer’s concern and explain what has been confirmed, what is being investigated and when an update is expected. Avoid blaming the customer or the payment provider without evidence. Ask for the minimum safe information needed to find the record. Never request passwords, one-time codes or card security details. If the business has made a mistake, explain the practical correction plainly. A professional resolution is easier to trust when the customer can distinguish a confirmed action from a promise that still depends on review.
Use the case to prevent recurrence
After resolution, review whether the issue began with an unclear description, an unrealistic delivery promise, a broken access route or an operational mistake. Improve the corresponding process rather than treating every similar complaint as an isolated interruption. Keep financial and fulfilment records consistent with the final outcome and limit access to customer evidence. Selstack connects the relevant order and payment information, but a fair resolution still depends on accurate facts, appropriate authorisation and a business that follows through on what it tells the customer.
Review Selstack pricing for current plans and online payment fees. For related tasks, visit the Help Centre. If the recorded result remains unclear, contact support with the relevant safe reference.
