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.
This task uses the seller’s authenticated order and contact records as the source of truth. This guide focuses on how to assemble reference, time, amount, status and fulfilment evidence for support.
Open the authoritative record
Start in Payments or Contacts and locate the exact order or person by safe reference, email and date. The aim is to assemble reference, time, amount, status and fulfilment evidence for support. Do not rely on list position, a bank alert or a customer screenshot.
Read identity, offer and status together
Confirm the customer, offer, amount, currency and current payment or fulfilment state. Similar names and repeated attempts can belong to different records. A pending or failed attempt does not authorise delivery as a paid order.
Take only an available action
Use only controls that are visible on the correct record. The seller order page supports authorised refunds but does not provide a general Mark fulfilled control. Keep dispatch or service-completion evidence in your own fulfilment process with the Selstack order reference.
Protect customer information
Share only the details needed to fulfil or investigate. Keep addresses, private messages and delivery links out of public notes and unrelated screenshots. Selstack support does not need passwords, OTPs or full payment credentials.
Confirm the result
Reopen the order, customer portal or fulfilment state and check that it now reflects the intended action. Tell the customer what changed, what remains pending and when the next update will be available.
Example: Collect Safe Evidence for an Order Problem
Provide order code, visible status, amount, currency, timestamp and a cropped screenshot—not a full card number or OTP.
If Collect Safe Evidence for an Order Problem is not working
If the issue cannot be reproduced, say what happened once and include the exact page and time rather than creating another transaction.
Confirm the result
- The customer, offer, reference and status match the intended record.
- Fulfilment, refund or access action was taken only once.
- The order now shows the expected downstream result.
- No unrelated customer information was exposed.
When to ask Selstack for help
Use the order as the shared customer record
An order connects the customer’s chosen offer, amount, currency, payment outcome and delivery context. Selstack’s order view is the place to establish what happened before deciding what to fulfil or how to answer a question. A social message, a payment alert and a screenshot can provide context, but they should not replace the relevant record. Start with the business, customer and safe order reference. This is especially important when several customers have similar names or one customer has made more than one purchase.
Read payment and fulfilment separately
A successful payment does not mean a physical parcel has arrived or a service has been delivered. Conversely, an order can exist while payment remains pending or due. Read the labelled payment and fulfilment information before taking the next action. For pay-on-delivery orders, the seller collects money directly and must not treat placement as an online payment confirmation. Use the available seller actions to record what has actually occurred. Accurate status updates help both the customer and other authorised staff understand what still needs attention.
Confirm the result
Review the item or service, quantity, relevant options and delivery information. Check the currency beside every amount rather than comparing bare numbers from different records. For a physical item, use the selected shipping or collection arrangement. For a digital resource, establish which files or access options were included. For a booking, review the service and scheduled time in its proper context. If required information is incomplete, ask a focused question through the business’s established contact route rather than making an assumption that changes the customer’s order.
Search before creating another record
When a customer says a payment or order is missing, search using the safe references, email and time information available. Check whether the customer is describing a second attempt rather than a second completed purchase. Do not ask them to pay again simply because a confirmation email is delayed. Look for the corresponding order and payment result first. If a team member has already started investigating, keep the next update on the same case. Parallel, uncoordinated responses can create duplicate fulfilment or contradictory promises.
Keep a clear owner for the next action
An operational queue works best when each unresolved order has a clear next step and someone responsible for it. The next action might be confirming a delivery detail, preparing a parcel, checking access or explaining a pending payment. Write factual notes that another authorised person can understand. Avoid collecting unrelated personal information or copying full financial credentials into internal comments. A good hand-off explains what was checked, what remains uncertain and when the customer should expect another update.
Support the customer’s purchase journey
Customers may use receipts and the purchase portal to find their purchases and eligible resources. Review the route appropriate to the order rather than sending an owner-only dashboard link. If a customer cannot access a digital product, compare the purchase entitlement, payment state and file configuration. If an event pass or course enrolment is involved, inspect the corresponding attendee or learner record as well. These are connected parts of the customer experience, but the confirmation for one offer type should not be assumed to grant access to another.
Communicate an accurate status
Explain the current state in everyday language and distinguish confirmed facts from the next investigation step. “We found the order and are checking the delivery address” is more useful than an unsupported promise that everything is resolved. If there is a delay, give an honest next update point. Do not report a refund as completed because a request was submitted, or a delivery as complete because a label was created. The message to the customer should match the labelled status and evidence available to the business.
Resolve exceptions through the correct workflow
Refunds, disputes, payment investigations and fulfilment changes require different actions. Open the correct order and review its current status before choosing one. A direct-collection pay-on-delivery payment is not a gateway charge that can be reversed through an online refund action. A disputed online payment needs the relevant evidence and review process. When support assistance is required, provide the order reference, approximate time and a concise description of the issue. Preserve the original records rather than editing them to make a report appear simpler.
Turn repeated problems into improvements
At a regular review, group recurring questions by cause: unclear descriptions, missing delivery details, access instructions or payment uncertainty. Improve the point where the misunderstanding begins. A clearer product page can reduce support work, while a better fulfilment checklist can prevent a genuine operational mistake. Keep the difference between a customer question and a product defect clear. Selstack brings the relevant records together; the business’s process determines whether those records lead to consistent action and a dependable customer experience.
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.
