Handle customer support in your business
The merchant support inbox is a business feature with its own access. It does not grant platform-admin access.
Before you start
Sign in with your own account, select the right business and branch, and check that your role can open the relevant area. Some features require an enabled app and available plan resources.
Follow these steps
- Enable the Support app and grant the appropriate staff permission where available.
- Review incoming customer requests in the business inbox and open the right conversation.
- Reply through the supported flow and inspect the updated conversation before closing the request.
Check the result
Reopen the saved record and compare it with the change you intended. A closed window or a success-looking preview is not sufficient confirmation.
If something is not working
If access is missing, ask the owner to review your role and app availability. If saving fails, retain your input, check the connection and inspect the saved record before retrying. For a payment with an uncertain result, check its existing status before initiating another payment.
Availability & important limits
Use only the controls available in your workspace. Availability depends on permissions, enabled apps, your plan and the current environment. This guide does not enable a disabled feature.