SPORTSMART.COM
Get Help, Protect Your Brand and Grow
Learning path: National Seller | Module 5 of 5 | Estimated time: 30–40 minutes
What you will learn
After this module, you should be able to choose the correct support route, create a complete case, escalate a grievance, respond to urgent brand/safety/security risk, use customer data correctly and improve performance through reliable operations.
1. Choose the correct route
Routine support
Use routine support for how-to questions, isolated Seller Portal errors, listing or proposed-price corrections, pickup scheduling, ordinary return clarification or payout-status questions where a material decision is not being challenged.
Formal grievance
Use the formal grievance process when disputing a material settlement, deduction, listing, proposed-price, serviceability, logistics, Return QC, compliance, access, suspension, campaign or other Seller-facing decision.
Urgent escalation
Escalate immediately for account takeover, payment diversion, material customer-data exposure, serious fraud, credible counterfeit/safety/recall concern, Brand Authority loss, legal restraint or immediate customer-protection risk. Contain the risk first.
Where to submit a case
Use the Help & Support case workflow in the Seller Portal as the primary route. Use the highest-priority incident option for urgent safety, recall, counterfeit, payment-diversion, customer-data or account-security incidents. When the Seller Portal is unavailable, use only the fallback contact officially communicated during onboarding or through authenticated business communication. Do not rely on personal phone numbers, unofficial messaging groups or unverified contacts.
2. Create one complete case
Include: Seller Account ID and legal name; authorised submitter; category and priority; order/listing/proposed-price/location/AWB/return/settlement/user reference; date and timeline; disputed amount where relevant; verified summary; customer/business impact; containment; evidence; requested decision; and next operational deadline.
For order, pickup, wrong-product, damage, return or discrepancy cases, include relevant before-packing product photos, after-packing parcel photos and Seller Portal upload confirmation. These are fulfilment references and do not require Admin approval before dispatch.
Support case template
Seller Account ID:
Seller legal name:
Priority:
Category:
Affected reference(s):
Date/time:
Amount, if applicable:
Verified issue summary:
Timeline:
Customer/business impact:
Immediate containment:
Evidence attached:
Decision/support requested:
Next operational deadline:
Existing case/reference:
3. Understand grievance targets
Standard acknowledgement target: within two Business Days.
Level 1 substantive review target: within five Business Days after materially complete information is available.
Level 2 substantive review target: within seven Business Days after escalation and materially complete information.
Complex carrier, insurer, bank, tax, fraud, security, legal, technical, product-testing or regulatory matters may require a case-specific timeline. These are operational targets unless incorporated as binding SLAs in an accepted schedule.
4. Protect customer information
Use Marketplace customer data only for authorised fulfilment, delivery, support, return/refund, warranty/service, safety/recall, fraud prevention and legal purposes. Do not convert it into an independent National marketing database, solicit off-platform orders or use personal messaging for unrelated promotions.
Never request or disclose card PIN/CVV, UPI PIN, OTP, passwords, banking authentication secrets or unnecessary personal information.
5. Protect the account
Use named users, least privilege, strong credentials and MFA where supported or required. Do not share accounts, passwords, OTPs, API keys or tokens. Revoke access promptly after personnel or vendor changes. Independently verify proposed-price, bank-detail and other sensitive changes.
Security incident response
STOP or contain the suspected activity → preserve messages, logs and evidence → secure credentials and sessions through the approved process → report without undue delay and within 24 hours after awareness unless a shorter deadline applies → cooperate with investigation and remediation.
6. Protect Brand Authority, authenticity and safety
STOP affected listing/fulfilment → QUARANTINE stock → PRESERVE Brand Authority, source, product, serial/batch and order evidence → ESCALATE immediately → cooperate with customer-protection, warranty, recall or regulatory action → release only after authorised clearance.
Maintain warranty/service capability and recall traceability appropriate to the approved National role. A safety or recall notice must be evaluated against affected products, batches, orders and customers without delay.
7. Grow through reliable operations
Improve discoverability through accurate product titles, images and attributes; maintain hero products and popular variants; submit reliable proposed prices; keep stock accurate by location; reduce cancellations; meet displayed SLAs; capture clear order photos; preserve evidence; and review the first 30–50 orders for repeated listing, pricing, stock, photo-upload, packing, return or settlement errors.
Weekly performance review
Review Draft corrections, price rejections, stock mismatches, late responses, pickup failures, return reasons, Brand Authority/compliance issues, customer complaints, settlement exceptions and unresolved cases. Include missing, blurred, wrong-order, materially altered, reused or unsuccessful photo uploads. Select one root-cause action for the next week.
Practical task
Prepare one complete mock support case for a proposed-price correction, courier pickup failure or unexplained settlement debit. For a pickup case, include sample before-packing and after-packing photo references, upload confirmation, readiness timestamp and attempted-pickup evidence. Then prepare a separate urgent-response note for a recall notice affecting one batch.
Self-check
1. When should routine support be used instead of a grievance?
2. What must a complete case include?
3. What are the standard acknowledgement, Level 1 and Level 2 targets?
4. May Marketplace customer data be used for unrelated National marketing?
5. What is the first action for a credible recall or counterfeit concern?
6. Within what period must a material Security Incident be reported?
Complete your learning path
Continue only when you can create a complete case, distinguish standard and urgent routes and explain Brand Authority, recall, data and security controls. When every module and self-check is complete, select Mark learning path complete below. Completion records your reading of this material only; it does not activate the Seller account, approve a product or dispatch location, activate a proposed price or change any commercial term.