Vendor support

What this feature does

A dedicated vendor dashboard section routes onboarding, payments, listing, fulfillment, advertising, and account questions into trackable support tickets.

This guide describes the behavior implemented by Mallello, the people allowed to use it, and the operational checks that keep it dependable.

Detailed workflow

1. The signed-in vendor selects a support topic and explains the issue.
2. The server attaches the vendor and account context without exposing secrets.
3. Administrators review the ticket and reply from the support identity.
4. Messages remain in the application thread when sent through or ingested by the ticket system.
5. The vendor receives notifications and can provide follow-up.

Rules and permissions

• Vendors see only their own tickets.
• Bank details, passwords, API keys, and full payment credentials are never requested.
• Urgent payment disputes may also require action in Stripe Dashboard.
• Support access does not authorize staff to impersonate the vendor.

Failure handling and edge cases

• Email-client replies require inbound integration to appear in the application thread.
• Provider outages should preserve the ticket even when notification sending fails.
• Duplicate submissions can be merged only with a clear audit record.