Buyer support
Who handles billing questions and product questions.
Pandabase v2 is still in development, and we're still writing these docs. Some content may be inaccurate, incomplete, or inconsistent between pages.
Pandabase provides billing support for buyers when we act as the merchant of record. You remain the contact for questions about your product and how to use it.
Billing questions
Pandabase handles questions about payments, charges, invoices, and receipts. If a buyer asks about a charge they don't recognize, include the order details so we can identify the payment.
Product questions
You handle product 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.
If a billing question depends on what happened inside your product, we may need your help. For example, a buyer might say they paid but never received access.
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
A refund request and a chargeback are different. A buyer requests a refund from the seller; a chargeback is raised through their bank. If the payment is already disputed, follow the dispute process.