Seller messages vs Gidun Support
Use seller messages for product-specific and order-specific questions that the seller controls, such as product details, stock, customization, packing, handling time, and shipment preparation.
Use Gidun Support for account access, marketplace policy, payment, refund escalation, support tickets, platform bugs, or cases where the seller conversation does not resolve the issue.
Write a message that can be solved
- Start with the order number or product name if the question relates to a purchase.
- Explain the issue in one or two clear paragraphs.
- Add photos or tracking details when they are relevant.
- State what outcome you need, such as confirmation, correction, refund review, or replacement.
- Keep all replies in the same thread so the timeline stays complete.
Common routing examples
- Ask the seller: Does this product fit my model, when will this item ship, can you confirm the color, what is included?
- Ask Gidun Support: I cannot access my account, payment status looks wrong, I need help with a refund escalation, I received an automated support ticket.
- Use the existing thread: Any follow-up on the same product, order, return, or support issue.