1. Support for Merchants (Sellers)
If you are a developer, creator, or corporate entity distributing products via Solifyn, you have access to specialized technical and operational support channels based on your active tier.| Merchant Support Channel | Billing & Ledger Support | Standard Infrastructure |
|---|---|---|
In-Dashboard Ticketing System (Hỗ trợ -> Yêu cầu hỗ trợ) | ✓ | ✓ |
| Official Enterprise Email (support@solifyn.com) | ✓ | ✓ |
In-Dashboard Ticketing Engine
The primary and most efficient vector for technical, payout, or integration support is our Native Ticketing System.- Navigation Pathway: Log into your Solifyn administrator dashboard, locate the sidebar navigation menu, and navigate to Hỗ trợ (Support) -> Yêu cầu hỗ trợ (Ticket).
- System Advantage: Opening a ticket natively automatically binds your unique workspace registry, session tokens, and recent API telemetry error logs directly to the diagnostic session, eliminating lengthy back-and-forth debugging loops.
Email Escalation
For urgent organization recovery, compliance onboarding reviews, or offline platform inquiries, merchant teams can contact our centralized operations center directly at support@solifyn.com.2. Support for Customers (Buyers)
If you are an end-consumer who purchased a digital asset, software subscription, or physical product through a checkout powered by Solifyn, we provide direct infrastructure utilities to help you manage your purchases and resolve billing queries.The Solifyn Customer Portal
Every buyer receives a secure, localized customer portal link inside their automated email receipt immediately after a successful checkout. Inside this native portal, customers can autonomously handle common lifecycle actions:- Subscription Management: Cancel active recurring charges or update payment methods.
- Invoice Retrieval: Access and download comprehensive, tax-compliant historic receipts.
- Digital Benefit Redelivery: Re-trigger license key displays or regenerate secure file download links.
Direct Customer Support Tickets
If a customer encounters a breaking issue with product access, payment failures, or delivery disputes, they can open a direct support request with the platform.- Fulfillment & Receipt Support: Customers can input their transaction hash or email identity directly on our main support page to log a customer ticket.
- Fulfillment Discrepancies: For disputes regarding the quality or physical shipping timeline of a product, Solifyn’s trust division will loop the respective merchant into the ticketing thread to ensure resolution within our mandatory 48-hour deadline.
Support Etiquette & Code of Conduct
Regardless of the channel, deployment tier, or user type (Merchant or Customer) through which Solifyn renders support services, all communications must maintain an absolute standard of professionalism and mutual respect. Any interaction, text block, or media upload deemed objectionable, abusive, hostile, or profane by the Solifyn staff will not be tolerated under any circumstances. Solifyn reserves the definitive right to freeze active support channels, suspend ticketing privileges, and permanently offboard workspaces or blacklist consumer profiles in the event of persistent violations of this standard.Merchant Responsibilities regarding Customer Disputes
To prevent systemic chargebacks and preserve our global payment network health, merchants are legally bound to cooperate during customer support escalations:- Ticket Monitoring: Maintain high standards of customer fulfillment and proactively resolve disputes redirected to your workspace.
- The 48-Hour SLA: When a customer files a ticket that requires manual intervention from the seller (e.g., custom configuration issues or shipping tracking errors), you must respond within 48 hours. Failure to do so grants Solifyn the programmatic right to issue immediate refunds to protect the gateway score.