If you have further questions about iSeller features or encounter issues while using it, iSeller Support Team can assist you during our operational hours.
Operational Hours and Contact Information
The iSeller Support Team is available daily from 08:00 WIB to 24:00 WIB with a response time of 5 minutes.
You can contact us directly in the following ways:
Live Chat: Click the blue button at the bottom right corner to request assistance from our team. Alternatively, refer to the further live chat assistance guide on the admin web.
WhatsApp iSeller: You can contact the iSeller Support Team via WhatsApp at 08118814011 (Chat Only).
Call Center: You can reach the iSeller Support Team Call Center at 14011.
Email: iSeller also provides issue-reporting services via email at care@iseller.id.
iSeller Admin Live Chat: In the iSeller Admin App (Android/iOS), access the Contact Us menu to contact our Support Team. For further guidance, please refer to the article about Live Chat in the iSeller Admin App.
Help iSeller: In the navigation menu on the left side, you can see "Need help?" at the bottom of the page. Select to open our documentation for further guidance.
Issue/Feedback Form: You can report issues in detail or suggest feedback through the form provided at iseller.id/newticket.
Classification of Issue Reports
When you report a problem related to the iSeller system, our support team will process your report based on the standard issue classification established by the company. iSeller classifies your report into three types:
Low Issue: Issues that occur but do not hinder your business operations. Our team will provide solutions to help you resolve the issue. The maximum resolution time for a low issue is 14 days.
Medium Issue: Urgent Issues that need to be fixed promptly but do not hinder your business operations. We will resolve these issues with temporary solutions or other provided solutions. The maximum processing time for a medium issue is 7 days.
Critical Issue: Issues that impede your business operations, such as being unable to sell on the POS app/online store or preventing you from making changes to the admin web. If temporary solutions or other provided solutions have not resolved the issue, our team will address it immediately or within a maximum of 24 hours.
Feedback: Feedback or feature requests that will be useful in enhancing the quality of the iSeller system. There is no definite process time for feedback implementation, but once the feedback is implemented in the system, the iSeller team will notify you about the related feature.
Additional Fees for Special Assistance
The iSeller Support Team is also available to visit your store/location to provide additional training to better understand the system or for an on-site visit for further consultation regarding iSeller installation. You will be charged a fee based on the location and scope of work for on-site training and on-site visits.
iSeller will not charge you if the issue is due to a system/device error from iSeller. The iSeller support team will visit your store location and perform system repairs on the agreed-upon date and time.