# Help Center

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**Difficulty:** 🟢 Beginner · **Reading time:** \~10 min
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## 📋 Overview

SellerMagnet provides multiple support channels to ensure you can get help quickly, whether you prefer self-service documentation, email support, or live assistance. This guide covers every way to access help and how to use each channel effectively.

***

## Accessing the Help Center

There are two ways to reach the Help Center:

### 1. From the Public Website

Navigate to [sellermagnet.com/help-center](https://www.sellermagnet.com/en/help-center). This page is available to everyone, you do not need to be logged in.

The public Help Center includes:

* **Search functionality** to find specific topics
* **Help categories** organized by feature area
* **Quick help links** for documentation, email support, and contact forms
* **FAQ section** with tabbed categories (General, Technical, Billing)

### 2. From Inside the Dashboard

While logged in, click the **speech bubble icon** (Help Center) in the bottom section of the left sidebar. This expands a submenu with five options:

| Option                 | What It Does                                                           |
| ---------------------- | ---------------------------------------------------------------------- |
| **Guides**             | Opens the full documentation site (docs.sellermagnet.com) in a new tab |
| **Bugs & Suggestions** | Opens a feedback modal to report issues or suggest features            |
| **Get in Touch**       | Opens a contact modal for general inquiries                            |
| **Schedule a Call**    | Opens a booking modal for a live support call                          |
| **Replay Tour**        | Restarts the interactive onboarding tour of the dashboard              |

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**Pro Tip:** The **Replay Tour** option is invaluable after major platform updates. It walks you through any new features that have been added since your last tour.
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***

## Support Channels in Detail

### Documentation (Guides)

SellerMagnet's documentation site at [docs.sellermagnet.com](https://docs.sellermagnet.com) is the most complete resource available. It includes:

* **Getting Started guides:** Account setup, initial configuration, first steps
* **Feature documentation:** Detailed guides for every tool (Repricer, Sourcer, PPC Manager, etc.)
* **Video tutorials:** Embedded walkthrough videos for complex features
* **API documentation:** Technical details for advanced integrations
* **Release notes:** What has changed in recent updates

The documentation is available in multiple languages:

| Language   | URL Pattern               |
| ---------- | ------------------------- |
| English    | docs.sellermagnet.com/en/ |
| German     | docs.sellermagnet.com/de/ |
| Italian    | docs.sellermagnet.com/it/ |
| French     | docs.sellermagnet.com/fr/ |
| Spanish    | docs.sellermagnet.com/es/ |
| Polish     | docs.sellermagnet.com/pl/ |
| Portuguese | docs.sellermagnet.com/pt/ |
| Swedish    | docs.sellermagnet.com/sv/ |

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**Pro Tip:** The documentation site has a built-in search function. Use specific terms like "repricer min price" or "PPC bid rules" rather than broad queries for the best results.
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***

### Bug Reports & Feature Suggestions

Found a bug or have an idea for a new feature? Use the **Bugs & Suggestions** modal:

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Click the **Help Center** icon in the sidebar.
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Select **Bugs & Suggestions**.
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Fill in the feedback form:
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| Field           | Description                             | Tips                                                                          |
| --------------- | --------------------------------------- | ----------------------------------------------------------------------------- |
| **Type**        | Bug report or feature suggestion        | Be specific about which category applies                                      |
| **Title**       | A concise summary                       | "Repricer: Min price not saving" is better than "Something is broken"         |
| **Description** | Detailed explanation                    | Include steps to reproduce for bugs; describe the use case for suggestions    |
| **Priority**    | How urgently this affects your workflow | High = blocking your business; Medium = workaround exists; Low = nice to have |

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**Include reproduction steps for bug reports.** The more detail you provide (browser, operating system, marketplace, specific product/ASIN (Amazon Standard Identification Number)), the faster our team can diagnose and resolve the issue.
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#### What Happens After Submitting

1. Your submission is logged in our internal tracking system.
2. The support team reviews new submissions within 24 business hours.
3. For bugs: you may receive a follow-up email requesting additional details.
4. For feature suggestions: popular requests are prioritized in the product roadmap.

***

### Email Support

Reach the support team directly at:

**<info@sellermagnet.com>**

Email support is available for:

* Account issues (login problems, billing questions)
* Technical problems that need investigation
* Enterprise or custom plan inquiries
* Partnership or integration requests

| Response Time  | Priority                                            |
| -------------- | --------------------------------------------------- |
| **< 4 hours**  | Critical (account locked, data loss, billing error) |
| **< 24 hours** | High (feature not working, sync issues)             |
| **< 48 hours** | Normal (general questions, how-to inquiries)        |

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**Pro Tip:** When emailing support, include your **account email address**, the **connection name** (if applicable), and **screenshots** of any error messages. This dramatically reduces back-and-forth and speeds up resolution.
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***

### Contact Form

For structured inquiries, use the contact form:

1. Visit [sellermagnet.com/contact](https://www.sellermagnet.com/en/contact), or
2. Click **Get in Touch** from the dashboard Help Center submenu.

The contact form collects:

* Your name and email
* Subject line
* Detailed message
* Optional: attachment (screenshots, files)

***

### Schedule a Call

For complex issues or onboarding assistance, schedule a live call:

1. Click the **Help Center** icon in the sidebar.
2. Select **Schedule a Call**.
3. Choose an available time slot from the booking calendar.
4. Provide a brief description of what you need help with.

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**Scheduled calls** are available for all plan tiers. Call availability is during European business hours (CET/CEST), Monday through Friday.
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#### Preparing for a Support Call

To make the most of your scheduled call:

1. **Write down your questions** in advance.
2. **Have your dashboard open** so you can screen-share if needed.
3. **Note specific ASINs or order IDs** related to your issue.
4. **Test your microphone and camera** before the call.

***

## Help Center Categories

The public Help Center organizes content into nine feature areas:

| Category                       | Coverage                                        | Documentation Link         |
| ------------------------------ | ----------------------------------------------- | -------------------------- |
| **Getting Started**            | Account setup, onboarding, first steps          | docs.sellermagnet.com      |
| **Analytics Dashboard**        | KPIs, profit/loss, sales trends, fee breakdown  | Dashboard Overview         |
| **Amazon Repricer**            | Pricing strategies, rules, Buy Box optimization | Repricing Strategies       |
| **Product Sourcer**            | Product research, profitability analysis        | Product Sourcer Overview   |
| **PPC Advertising**            | Campaign management, bid rules, AI optimization | PPC documentation          |
| **Listing Optimizer**          | AI listing analysis, keyword optimization       | Listing Optimizer Overview |
| **Review Requester**           | Automated review requests, compliance           | Review Requester Overview  |
| **Fee Audit & Reimbursements** | FBA fee verification, reimbursement claims      | Transactions               |
| **Alerts & Notifications**     | Price, inventory, hijacker, and review alerts   | Alerts and Notifications   |

Each category card links directly to the relevant section of the documentation site.

***

## Interactive Onboarding Tour

SellerMagnet includes a built-in interactive tour that highlights key features of the dashboard. The tour runs automatically on your first login after completing setup.

### What the Tour Covers

1. **Dashboard overview:** Where to find key metrics
2. **Sidebar navigation:** How features are organized
3. **Connection selector:** Switching between Amazon accounts
4. **Settings access:** Where to configure preferences
5. **Help Center access:** Where to get support

### Replaying the Tour

You can replay the tour at any time:

* **From the sidebar:** Help Center > Replay Tour
* **From Demo Mode:** The demo banner includes a "Replay Tour" button

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**Pro Tip:** Replay the tour after major SellerMagnet updates to discover new features and UI changes you might have missed.
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***

## ❓ FAQ

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Quick answers to the most common questions about this feature.
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The Help Center FAQ is organized into three tabs:

### General

<details>

<summary><strong>What is SellerMagnet?</strong></summary>

SellerMagnet is an all-in-one toolkit for Amazon sellers that provides analytics, repricing, product sourcing, listing optimization, review management, PPC advertising tools, and more. It lets you help sellers make data-driven decisions and automate repetitive tasks.

</details>

<details>

<summary><strong>Which Amazon marketplaces are supported?</strong></summary>

SellerMagnet supports 21 Amazon marketplaces across the Americas (US, CA, MX, BR), Europe (UK, DE, FR, IT, ES, NL, SE, PL, BE, TR), Asia-Pacific (IN, SG, JP, AU), and Middle East & Africa (AE, SA, EG).

</details>

<details>

<summary><strong>Is there a free trial?</strong></summary>

Yes. SellerMagnet offers a free trial with access to the full analytics dashboard. You can explore the platform and connect your Amazon account without entering payment information.

</details>

### Technical

<details>

<summary><strong>Why is my data not syncing?</strong></summary>

Check your connection status in **Settings > Connections**. If the status shows "Error," reconnect by clicking the reconnect button and re-authorizing through Amazon Seller Central. If the issue persists, contact support at <info@sellermagnet.com>.

</details>

<details>

<summary><strong>Which browsers are supported?</strong></summary>

SellerMagnet supports the latest versions of Chrome, Firefox, Edge, and Safari. For optimal performance, we recommend Google Chrome.

</details>

<details>

<summary><strong>Can I access SellerMagnet from multiple devices?</strong></summary>

Yes. Your SellerMagnet account is cloud-based and accessible from any device with a modern web browser. There is no limit on simultaneous sessions.

</details>

### Billing

<details>

<summary><strong>How do I change my payment method?</strong></summary>

Go to **Settings > Manage Payment** to open the Stripe billing portal. From there, click "Update payment method" and enter your new card details. The change takes effect immediately.

</details>

<details>

<summary><strong>Can I get a refund?</strong></summary>

Refund requests are handled on a case-by-case basis. Contact support at <info@sellermagnet.com> within 14 days of your charge with your reason for requesting a refund.

</details>

***

<details>

<summary><strong>⚠️ Common Mistakes to Avoid</strong></summary>

| Mistake                                                  | Why It Matters                                          | What to Do Instead                                                     |
| -------------------------------------------------------- | ------------------------------------------------------- | ---------------------------------------------------------------------- |
| Searching with vague terms like "not working"            | Returns irrelevant results                              | Use specific terms: "repricer min price error"                         |
| Not checking the documentation before contacting support | Delays getting your answer                              | Search docs.sellermagnet.com first, most questions are answered there  |
| Submitting bug reports without reproduction steps        | Support cannot diagnose the issue                       | Always include: what you did, what you expected, what happened instead |
| Not attaching screenshots to support requests            | Multiple email exchanges needed to understand the issue | Attach at least one screenshot showing the problem                     |
| Ignoring the onboarding tour                             | Missing key features and workflows                      | Complete the tour on first login; replay after updates                 |

</details>

\## ➡️ What's Next?

{% content-ref url="/pages/zaY93yUXdyynB54Byv7Z" %}
[General FAQ](/resources/general-faq.md)
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{% content-ref url="/pages/RY6pCN6IiOP4ab0YSwSI" %}
[Plans & Billing](/resources/plans-and-billing.md)
{% endcontent-ref %}


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# Agent Instructions: Querying This Documentation

If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question.

Perform an HTTP GET request on the current page URL with the `ask` query parameter:

```
GET https://docs.sellermagnet.com/getting-started/welcome/help-center.md?ask=<question>
```

The question should be specific, self-contained, and written in natural language.
The response will contain a direct answer to the question and relevant excerpts and sources from the documentation.

Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.