> ## Documentation Index
> Fetch the complete documentation index at: https://docs.outfiqe.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Support flow

> What happens when you ask our team for help.

This page explains what happens when you send a request to our support team. It's a description only.

## Who can ask for help

Anyone with an Outfiqe account can send a request: shoppers, muses and brands. You need to be signed in, so we know who you are and which orders are yours.

Before sending one, it's worth checking the [help centre](https://outfiqe.com/help). The most common questions about orders, delivery, payment and refunds are already answered there.

## Sending a request

You can start a request from the help centre, the contact page, an order page, or the support section of your settings. You pick what it's about, write what happened, and send it. If it's about an order, starting from that order's page links the two, so our team can see it straight away.

As soon as it's sent, you get an email with a reference number. Keep it. It's the quickest way for both sides to find the request later.

## While we work on it

Your request goes to the right person on our team. Each time they reply, you get the reply by email and it also appears in your account under **Settings**, then **Support**, where you can follow the whole conversation in one place.

You can reply from your account at any time to add details or answer a question.

## When it's resolved

When our team has sorted it out, the request is marked as resolved. If the problem comes back, or the answer didn't fix it, you can reopen it. A resolved request can be reopened for 14 days, so you don't have to start over and explain everything again.

## Some problems have their own button

A few common problems don't need a support request at all, because they have their own button on the order page:

* **Cancel items**, while the brand still has your pieces.
* **Resume payment**, if an online payment didn't go through.
* **I didn't receive this**, if an order says delivered but never arrived, within 3 days of delivery.

Using these is quicker, because they go straight into the order. See [order flow](https://docs.outfiqe.com/order-flow.md) for what happens after each one.

## Reporting content

Reporting a look, a comment or a tag is separate from support. Anyone can report something that looks like spam, harassment or a fake product, straight from its menu. The content stays up while our team reviews the report, and they decide whether to remove it.


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