Troubleshooting / Known Issues (English)
Use this guide when common workflows fail or behave unexpectedly.
1) Coupon not applied
What to check
- Coupon channel matches order type (marketplace vs retail).
- Coupon is not expired.
- Minimum order amount is met.
- Per-user usage limit not exceeded.
What to do
- Re-check order channel and amount.
- Re-enter coupon carefully.
- Try without changing quantity between preview and checkout.
- Contact support with coupon code + order context if still failing.
2) Payment pending too long
What to check
- Payment reference/status endpoint or payment status in app.
- Network/provider outage possibility.
What to do
- Wait briefly and refresh status.
- Avoid duplicate immediate retries.
- If unresolved, contact support with payment reference and timestamp.
3) Withdrawal request fails (producer)
What to check
- OTP verification completed and still valid.
- Payment method belongs to your producer profile.
- Balance and minimum withdrawal amount are sufficient.
What to do
- Repeat OTP flow if token expired.
- Confirm payment method details.
- Retry with valid amount.
- Contact support if rejection reason is unclear.
4) Order appears “stuck”
What to check
- Current status and which role can move it.
- Pending action required by client or producer.
What to do
- Identify missing action.
- Complete action in correct sequence.
- Open support ticket if status remains inconsistent.
5) Chat message rejected
Cause
Message may contain blocked contact details (phone/email/link) or invalid proposal content.
Fix
- Remove phone/email/link text.
- Keep pricing and negotiation details in permitted format.
6) Dispute evidence upload problem
What to check
- File count/size constraints.
- You are a valid participant for the order.
What to do
- Reduce file set and retry.
- Ensure the dispute is opened on the correct order.
- Contact support with order ID and error details.
7) Known platform caveats
- Payment completion timing may depend on external providers.
- Some administrative/reporting views may temporarily reflect backend schema or status naming transitions.
- Notification delivery can be best-effort due to provider/network constraints.