SPORTSMART.COM
Get Help, Protect Your Account and Grow
Learning path: Regional Seller | Module 5 of 5 | Estimated time: 30–40 minutes
What you will learn
After this module, you should be able to choose the correct Marketplace support route, create a complete case, use the four-level grievance path, respond to urgent safety/security risk, protect Marketplace customer data, preserve Marketplace/FPS separation and improve performance through reliable operations.
1. Choose the correct Marketplace route
Routine support
Use routine support for how-to questions, isolated Seller Portal errors, listing corrections, pickup scheduling, ordinary return clarification or payout-status questions where a material decision is not being challenged.
Formal grievance
Use the formal grievance process when disputing a material Marketplace settlement, deduction, listing, serviceability, logistics, Return QC, compliance, access, suspension, campaign or other Marketplace Seller-facing decision.
Urgent escalation
Escalate immediately for account takeover, payment diversion, material customer-data exposure, serious fraud, credible counterfeit/safety/recall concern, legal restraint or immediate customer-protection risk. Contain the risk first.
Where to submit a case
Use the Help & Support case workflow in the Seller Portal as the primary Marketplace route. Use the highest-priority incident option for urgent safety, counterfeit, payment-diversion, customer-data or account-security incidents. When the Seller Portal is unavailable, use only the fallback contact officially communicated through Marketplace onboarding or authenticated business communication.
Do not use an FPS procurement query, ordinary franchise support route, personal phone number or unofficial messaging group as a substitute for a traceable Marketplace case.
2. Create one complete Marketplace case
Include: Seller Account ID and legal name; authorised submitter; category and priority; Marketplace order/listing/location/AWB/return/settlement/user reference; date and timeline; disputed amount where relevant; verified summary; customer/business impact; containment; evidence; requested decision; and next operational deadline.
For order, pickup, wrong-product, damage, return or discrepancy cases, include relevant before-packing product photos, after-packing parcel photos and Seller Portal upload confirmation. These are fulfilment references and do not require Admin approval before dispatch.
Support case template
Seller Account ID:
Seller legal name:
Priority:
Category:
Marketplace reference(s):
Date/time:
Amount, if applicable:
Verified issue summary:
Timeline:
Customer/business impact:
Immediate containment:
Evidence attached:
Decision/support requested:
Next operational deadline:
Existing case/reference:
3. Use the four-level grievance path
Level 1 — Operational Support
Use for initial investigation, routine operational correction, evidence collection and ordinary case handling.
Level 2 — Functional Owner
Use when Level 1 does not resolve the issue or when a decision requires the responsible Marketplace function, such as catalogue, logistics, finance, compliance or technology.
Level 3 — Marketplace Compliance/Commercial Review
Use for material policy, compliance, commercial, settlement, suspension or repeated unresolved issues requiring formal Marketplace review.
Level 4 — Senior/Legal Review where appropriate
Use only for exceptional matters requiring senior management, legal or other authorised review. Escalation does not guarantee reversal and does not replace urgent containment, legal deadlines or evidence submission.
Standard operational targets
Acknowledgement: within two Business Days.
Level 1 substantive review: within five Business Days after materially complete information.
Level 2 substantive review: within seven Business Days after escalation and materially complete information.
Level 3 and Level 4 matters use a case-specific timeline because they may require specialist, commercial, legal, regulatory, carrier, insurer, bank or technical review.
4. Protect Marketplace customer information
Use Marketplace customer data only for authorised Marketplace fulfilment, delivery, support, return/refund, warranty/service, safety/recall, fraud prevention and legal purposes.
Do not add Marketplace customers to offline franchise-store or FPS marketing lists, solicit off-platform orders or use personal messaging for unrelated promotions. Never request or disclose card PIN/CVV, UPI PIN, OTP, passwords, banking authentication secrets or unnecessary personal information.
5. Protect the Seller Account
Use named users, least privilege, strong credentials and MFA where supported or required. Do not share accounts, passwords, OTPs, API keys or tokens. Revoke access promptly after personnel or vendor changes. Independently verify bank-detail and other sensitive changes.
Security incident response
STOP or contain the suspected activity → preserve messages, logs and evidence → secure credentials and sessions through the approved process → report without undue delay and within 24 hours after awareness unless a shorter deadline applies → cooperate with investigation and remediation.
6. Handle counterfeit and safety risk
STOP affected listing/fulfilment → QUARANTINE stock → PRESERVE source/FPS procurement records, product, serial/batch and Marketplace order evidence → ESCALATE immediately → cooperate with customer-protection, warranty, recall or regulatory action → release only after authorised clearance.
7. Protect Marketplace/FPS separation
Use the Marketplace support case for Marketplace orders, listings, customer returns, logistics, settlements, access and compliance. Use the applicable franchise or FPS process only for issues genuinely belonging to those separate relationships.
When one event affects both relationships, create separate traceable records and cross-reference them without merging the legal, financial or operational decisions.
8. Grow through reliable Marketplace operations
Improve discoverability through correct product mapping; keep Marketplace stock accurate by location; update store-counter sales promptly; reduce Seller cancellations; meet displayed SLAs; pack correctly; capture clear order photos; preserve evidence; and review the first 30–50 Marketplace orders for repeated listing, stock, separation, photo-upload, packing, return or settlement errors.
Weekly performance review
Review mapping corrections, stock mismatches, late responses, pickup failures, return reasons, authenticity/compliance issues, customer complaints, Marketplace/FPS separation errors, settlement exceptions and unresolved cases. Include missing, blurred, wrong-order, materially altered, reused or unsuccessful photo uploads. Select one root-cause action for the next week.
Practical task
Prepare one complete mock Marketplace case for a courier pickup failure or unexplained settlement debit. Include sample photo references and Marketplace evidence. Then prepare a separate note showing how an FPS procurement issue related to the same product would be recorded and cross-referenced without replacing the Marketplace case.
Self-check
1. When should routine support be used instead of a formal grievance?
2. What are the four grievance levels?
3. Can an FPS procurement complaint replace a Marketplace order case?
4. May Marketplace customer data be used for offline franchise marketing?
5. Within what period must a material Security Incident be reported?
6. What is the first action for credible counterfeit or safety risk?
Complete your learning path
Continue only when you can create a complete Marketplace case, distinguish the four grievance levels, preserve Marketplace/FPS separation and explain the data and security rules. When every module and self-check is complete, select Mark learning path complete below. Completion records your reading of this material only; it does not activate the Seller Account, approve a product or location or change any commercial term.