Buyer support
Billing support for Direct buyers and your role as the seller.
Pandabase v2 is still in development, and we're still writing these docs. Some content may be inaccurate, incomplete, or inconsistent between pages.
Pandabase Direct includes billing support for buyers. You remain the legal seller and handle product support, tax obligations, and dispute liability.
Billing questions
Pandabase helps buyers with questions about payments, charges, invoices, and receipts. If resolving a question requires information about your product or a decision from you as the seller, you'll need to help.
Product questions
You handle delivery, account access, setup, bugs, and other questions about what the buyer purchased. Keep your support email up to date and make it easy to find on your storefront.
Information to include
When passing a billing issue to support, include:
- The order or payment ID.
- The email address used at checkout.
- The payment date, amount, and currency.
- A short description of the problem and any relevant messages.
Never ask buyers to send their full card number or card security code.
Refunds and disputes
As the seller, you remain responsible for resolving refund requests and meeting your obligations to buyers. If a buyer has raised a chargeback through their bank, follow the Direct dispute process.