The Solution Desk is a great way to resolve issues with a Buyer or Seller of an order before you contact the Help Center.
Access the Solution Desk
Once logged in, open your order you have an issue and then click on the Contact our Solution Desk button on the right-hand panel of the order page
You will then be guided through our smart wizard to follow through with the issue you have.
The following issues are available:
Progress Update of the order (applicable for Buyer only): You can make a request to the Seller to get to know what is going on with the order as you may have not received recently any information. Add an explanation why you are feeling uncomfortable.
Upgrade the order (applicable for Seller only): You can make a request to the Buyer to extend the scope of the order and explain why. Add the additonal costs for the upgrade of the order so that the Buyer can decide if he accepts this new offer.
Extend the delivery time (applicable for Buyer and Seller): There may be reasons you have to extend the delivery time. Select the number of days you would like to add to your delivery time and explain why.
Cancel the order (applicable for Buyer and Seller): There may be reasons to cancel the order. Explain why you would like to cancel this order. If the Seller fails to update the order, the order will be automatically cancelled after two days.
Your comments will be submitted and sent to the other party. Please be aware that the issues offered on the Solution Desk vary for digital services, fabrics & textiles and outsourcing services.
Disputes submitted through the Solution Desk are sent to the other party within the order page. They are not sent to the Help Center nor are they notified of the dispute.