Which issues belong in the Resolution Centre
Know when to use order chat, ordinary support or a formal resolution case.
Upfrica Help CentreUpdated Jul 22, 2026
Use the Resolution Centre when an order problem may require a protected outcome, evidence, a refund, a return or staff review.
Use a formal resolution for
- A cancellation or refund that cannot be completed through the simple order flow.
- An item that is not received, wrong, damaged, fake or not as described.
- A return, replacement or partial-refund request.
- A seller non-response, off-platform payment request or other protected-order concern.
Use another channel for
- Pre-sale product questions: use product chat.
- Normal dispatch or tracking questions: use order chat first.
- Account, subscription or unrelated technical help: use general support.