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DocumentationSupport handoff

Spaces Support Handoff

Use this page when marketplace operator work needs support.

What Support Needs

Include:

  • organization name
  • operator account if safe to share
  • product name
  • location/resource
  • booking or subscription reference
  • customer reference if shown and safe
  • payment/refund visible status when relevant
  • what page the operator was using
  • what happened
  • what was expected

What Not To Send

Do not send:

  • payment provider secrets
  • full bank account details
  • access tokens
  • customer private data that is not needed
  • screenshots with visible payment credentials
  • internal accounting notes in a customer-facing channel

Product Issue Template

Hi, I need help with a marketplace product.
Organization: [organization]
Product: [name]
Location/resource: [name]
Problem: [not visible/not bookable/wrong rules/other]
Expected result: [short sentence]

Booking Issue Template

Hi, I need help with an operator booking.
Organization: [organization]
Booking: [reference]
Customer: [safe customer reference]
Product: [name]
Date/time: [date and time]
Issue: [short sentence]

Subscription Issue Template

Hi, I need help with a subscription.
Organization: [organization]
Subscription: [reference]
Product: [name]
Customer: [safe customer reference]
Current issue: [renewal/cancellation/payment/access]

Refund Issue Template

Hi, I need help reviewing a refund.
Organization: [organization]
Booking/subscription: [reference]
Product: [name]
Visible status: [status shown in app]
Question: [short sentence]

Payment Setup Issue Template

Hi, payment setup is blocked.
Organization: [organization]
Setup area: [bank account/Stripe Connect/other]
Step that failed: [short sentence]
Visible status: [status shown in app]

Do not include provider secrets in this message.

Support Triage Notes

Start with ownership:

  • Customer purchase problem: Customer Help may explain the customer side, but Spaces owns operator follow-up.
  • Private organization problem: Teams owns it.
  • Product, booking, subscription, refund, payment setup, and marketplace analytics: Spaces owns it.
TroubleshootingScreenshot plan