How to use the resolution center

You can effortlessly make your return or report an issue via the Seel Resolution Center. Make sure to have the email address you created the order with and the order number to login. If you are setting up a return, use this article. 

Once your issue has been reported, understanding your issue's status is crucial for a smooth resolution process. This guide will walk you through the various stages your issue may go through and what each status means.

Resolution center statuses 

Submitted

• Your issue has been successfully reported to Seel.
• For returns: If your return has not been shipped yet, it will remain in this status.

Under Review

• Your issue is currently being reviewed by the Seel team.
• You may see an "Action Required" notice under this status if our team needs additional information from you. Please update your request promptly to avoid delays.

Rejected

• Payout Request Not Approved: We couldn't process your payout request due to not meeting our criteria.
• A specific reason for the rejection will be provided.

Accepted

• Your payout request has been accepted.
• Under this status, you will also see your payout payment status:
  • Payout Sent: Your payout has been successfully sent.
  • Payout Failure: There was an issue with sending your payout. Please follow the provided instructions to take action and avoid any late payment.

Draft

• If you don't have enough supporting documents on hand when reporting, you can save a draft.
• Remember to submit the draft within 7 days, or it will become Expired.

Withdrawn

• You have chosen to withdraw your draft request.

Closed

• Your request may be closed if:
  • Our team required action from you, and you didn't complete the action within 7 days.
  • For returns: You didn't ship back the item within 7 days after submission.
• If your request is closed, you will need to submit a new request.

Important Notes

1. Always check your status regularly and respond promptly to any requests for action or information.
2. If your status shows "Action Required", make sure to complete the requested action as soon as possible to avoid delays or closure of your issue.
3. For returns, ensure you ship the item back within 7 days of submission to prevent your return from being closed.
4. If your refund request is rejected, read the provided reason carefully. You may be able to resubmit with additional information if applicable.
5. Keep an eye on the 7-day timeframes for both draft submissions and required actions to ensure your issue remains active.
6. For any questions about your status or if you need assistance, don't hesitate to contact our customer support team.

If you're ever unsure about what to do next, our support team is here to help!