Help Center
Everything you need to know about our support ticketing system. Learn how to create, track, and manage your support requests.
Four Simple Steps
Our ticketing system makes it easy to get help. Follow these steps to submit and track your support requests.
Submit a Ticket
Describe your issue with a subject, select a category and priority level.
Get a Ticket Number
Receive a unique TKT-XXXXXXXX reference to track your request.
Track & Reply
Monitor your ticket status and add replies from your account dashboard.
Resolution
Our team resolves your issue and you can close the ticket when satisfied.
Choose the Right Category
Selecting the correct category helps our team route your ticket to the right specialist and resolve it faster.
General
General inquiries, questions about the platform, and account-related requests.
Technical
Technical issues, bugs, login problems, and website functionality concerns.
Billing
Payment questions, invoice issues, wallet balance, and transaction inquiries.
Product
Product availability, details, quality concerns, and listing questions.
Shipping
Delivery status, shipping methods, delays, and tracking information.
Refund
Return requests, refund status, exchange policies, and compensation.
Set the Right Priority
Choose the priority level that matches the urgency of your issue. Higher priority tickets receive faster responses.
Low
General questions, feature suggestions, non-urgent matters.
Medium
Standard issues affecting your experience. This is the default priority.
High
Urgent problems affecting orders, payments, or account access.
Urgent
Critical issues requiring immediate attention — failed payments, security.
Understanding Ticket Status
Every ticket goes through these stages. You'll be notified at each step so you always know what's happening.
Open
Your ticket has been submitted and is waiting to be reviewed by our team.
In Progress
A support agent is actively working on your request.
Resolved
Your issue has been addressed. Review the response and close the ticket.
Closed
The ticket is completed and archived. You can always submit a new one.
Help Articles
Browse our knowledge base for answers to common questions. Can't find what you need? Submit a ticket and we'll help.
Need Help Right Now?
Create a New Ticket
Describe your issue and our team will get back to you. Choose a category and priority to help us route your request efficiently.
Submit a TicketManage Your Tickets
View all your tickets, track their status, add replies to ongoing conversations, and close resolved tickets from your account.
Go to My TicketsStill Need Help?
Our support team is available Sunday through Thursday. Don't hesitate to reach out — we're here to help you succeed on Mazad.