Contact support

When you need a hand, you have two direct ways to reach the Sellerlane team: email and WhatsApp. This page covers when each is the right choice, what to include so we can help on the first reply, and which kinds of requests still go through support today (like plan changes) versus what you can do yourself in the admin.

Tip

The fastest answer is often already written down. Before you write in, check Troubleshooting & FAQ — it covers the most common issues with orders, payments, refunds, domains, email, search, sign-in, and themes, usually with the exact admin path to the fix.

Help center first, then a human

Most “how do I…” and “why did this happen” questions are answered in these docs. Two good entry points:

• Search. Use the search box at the top of every help-center page to jump straight to a topic.
• Troubleshooting & FAQ. Quick fixes for the issues we hear most — a buyer paid but the order is missing, a domain stuck on “pending,” emails landing in spam, a product not showing in search, edits not appearing on the live site, and more.

Reach out to a human when the help center doesn’t cover it, when something looks wrong with your specific store or account, or for anything that only the team can do today (such as a plan change or a GST invoice).

Email support

Email is the best channel for anything detailed — a specific order, a domain or email-deliverability problem, or anything where a screenshot helps.

• Address: [email protected]
• Response time: we reply within one business day.

To get a complete answer on the first reply, include:

1. Your store domain — your custom domain or your free yourstore.sellerlane.io address. This tells us exactly which store you mean.

2. The specific record involved, if any — the order number for an order or refund question, the customer’s email for a customer-account question, or the product name for a catalogue or search question.

3. What you expected vs. what happened, in one or two lines. “I refunded order #1042 yesterday but the buyer says it hasn’t arrived” is far faster to act on than “a refund isn’t working.”

4. Screenshots. A picture of the screen, the error, or the email in question removes a round-trip of back-and-forth.

Note

For a payment that hasn’t reached a buyer or an order that’s missing, check Troubleshooting & FAQ first — many of these resolve themselves automatically (a reconciliation sweep re-verifies pending payments, and money charged with no matching order is auto-refunded). Knowing that, and including the order number, helps us confirm quickly.

WhatsApp support

For quick questions — especially account or billing ones — message us on WhatsApp:

• Number: +91 96998 69986

WhatsApp is best for short, fast exchanges: a plan change, a billing or invoice question, or a yes/no on how something works. It’s the same number shown on the pricing page and in the in-app chat widget. For anything that needs a screenshot, an order trail, or a longer explanation, email is the better fit because it keeps everything in one thread.

Tip

Even on WhatsApp, lead with your store domain and (for an order issue) the order number. It saves a message or two and gets you a faster answer.

Sales, migration & partnership enquiries

Not selling on Sellerlane yet, moving from another platform, selling at volume, or interested in partnering? Use the same email with a clear subject line so it reaches the right people:

• Email [email protected] with a subject like “Sales enquiry” or “Migration”.
• Tell us about your business — what you sell, where you sell today, and roughly your monthly volume. For a migration, mention the platform you’re coming from so we can advise on moving products, customers, and orders.

You can also use the contact page on the main site, which has separate Support and Sales & partnerships cards pointing to the same inbox.

What support handles vs. what you do yourself

A lot of day-to-day work is fully self-serve in the admin — you don’t need to contact anyone:

• Orders, refunds, and returns — fulfil, refund, and start returns yourself from each order. See Refunds & returns and Returns.
• Products, collections, and search — manage your catalogue and storefront search from the admin. See Add products.
• Domains and branded email — connect a domain and set up sending yourself. See Custom domains and Branded email; deliverability issues have a dedicated guide in DNS & deliverability troubleshooting.
• Staff and access — invite teammates and set permissions under Users. See Staff accounts.

A few things still run through the team today because the in-admin tooling isn’t live yet — contact us for these:

• Plan changes — upgrades, downgrades, and switching between monthly and yearly are applied manually by the team, usually the same day. Email or WhatsApp your store domain, the plan you want, and monthly vs. yearly. Full walkthrough in Plans & billing.
• GST invoices for your subscription — automated subscription invoicing isn’t live in the admin yet, so contact support for a GST invoice on any plan charge and include your GSTIN. (This is separate from GST on your own sales — for that, see Taxes.)
• Being locked out — if you can’t sign in and Forgot password doesn’t get you back in, reach out and we’ll help recover access. (See Account & login for the self-serve reset first.)

Caution

Sellerlane will never ask for your password, full card number, or a one-time login code. We don’t need any of those to help you — if a message claiming to be from us asks for them, don’t share them, and report it to [email protected].

Next steps

Quick fixes first

Most issues have a written answer in Troubleshooting & FAQ.

Plans & invoices

Change plans, understand fees, and get a GST invoice in Plans & billing.

Sign-in trouble

Reset access and learn about logins in Account & login.

Contact the team

Email [email protected] or use the contact page.