How to Contact Us
Sellers have multiple ways to reach the Closo team, and each option is designed for a specific type of issue. Here’s where it gets interesting… choosing the correct channel dramatically speeds up resolution time.
Primary contact channels
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In-platform Support Widget
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Email Support
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Escalation Through Activity Logs
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Response Requests in Automation Modules
Most sellers use the in-app widget because it automatically includes diagnostic logs. But email still works well for more complex, multi-marketplace issues.
The fastest way to reach us
Use the in-app widget.
It includes:
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Your account ID
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Marketplace sync logs
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Error codes
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Timestamped actions
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Tool-specific data from Crosslister and Auto Delist/Relist
Support doesn’t need to ask follow-up questions because the system already provides context.
Anecdote
In August 2024, I helped a seller with 112 listings stuck in a “queued” state due to Mercari API delays. When she sent the issue through the widget, her logs showed the queue depth, current retry window, and the stuck item ID. Support cleared the queue in one batch operation.
Honest limitation
If an issue originates from a marketplace’s fraud or security check (e.g., a forced re-login), Closo can't bypass it. The team can guide you, but you must complete the platform’s verification.
Other Support Options
Sometimes you don’t need to contact support at all — Closo already surfaces the answer inside the dashboard.
Most-used self-service resources
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Help Center
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Onboarding Checklists
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Marketplace Connection Guides
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Automation Setup Guides
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Blog Tutorials
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Closo Community Discussions
Now the tricky part… some sellers assume they must wait for support to fix listing issues, but tools like the Listing Optimizer, Sharer, and Offers solve most of these automatically.
Example
In February 2024, a seller thought her relist schedule wasn’t working. After checking the Help Center guide on Auto Delist/Relist, she realized her Poshmark authentication had expired. She re-authenticated and everything synced without opening a ticket.
Best reasons to check the other support options first
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Faster turnaround
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Step-by-step instructions
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Troubleshooting written from real seller cases
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Marketplace-specific explanations
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Immediate answers — no queue time
Opinion
I still think new sellers should spend their first 10 minutes in the Help Center before enabling automations.
Comparison Table: Contacting Support vs. Using Self-Service
| Action Type | Best Option | Why It Works |
|---|---|---|
| Marketplace connection errors | Contact the Closo Team | Marketplace APIs vary; manual fixes needed |
| Listing optimization questions | Help Center | Immediate answers + actionable steps |
| Sync delays | Contact the Closo Team | Support checks logs directly |
| Automation setup questions | Help Center | Guided setup walkthroughs |
| Sales data inconsistencies | Contact the Closo Team | Requires data validation |
| Category or title issues | Self-Service Tools | Fixes happen inside Optimizer |
Troubleshooting Before You Contact Us
Knowing the most common troubleshooting steps saves a lot of time during onboarding. Most issues can be handled in under 60 seconds.
Quick things to check
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Refresh your marketplace authentication
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Confirm item visibility rules
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Check if item is archived or inactive
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Review listing metadata
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Re-run Crosslister sync
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Review automation logs
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Check queue status in Auto Delist/Relist
Here’s where it gets interesting… sellers often assume automation is “stuck” when in reality it’s queued because of marketplace rate limits.
Anecdote
In October 2024, I helped a seller with 340 items. Her delist/relist looked paused, but reviewing her queue showed that Poshmark throttled the batch. Closo resumed automatically once limits reset.
People always ask me how long support takes…
Response times depend on workload, but most tickets receive a first response within:
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5–15 minutes during daytime
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Longer during marketplace outages
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Immediate replies when using in-app widget with logs
Sellers with multiple platforms connected usually get faster resolution because the system can compare data across sources.
Common question I see from new sellers…
“Should I wait to contact support until all my marketplaces are connected?”
No. Contact support as soon as one marketplace is connected. Early questions get faster answers because the system’s logs are easier to evaluate before complexity increases.
What Happens After You Contact Us
When support receives a message, several things happen behind the scenes.
Internal workflow
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System pulls your account metadata
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Logs show tool-level actions
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Marketplace event timelines load
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Support reviews your reported issue
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Recommended actions appear
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Fix is applied or escalated
Many corrections take less than two minutes once logs are available.
Honest limitation #3
If a marketplace is undergoing maintenance, the Closo team must wait until they restore functionality.
Conclusion
Contacting the Closo team is straightforward, and knowing when to reach out helps sellers onboard faster and avoid unnecessary delays. The combination of in-app diagnostics, marketplace logs, and clear communication makes troubleshooting efficient and predictable. Most sellers resolve their first issue in a single session and see smoother performance once automations and sync schedules are fully active. While Closo can’t override marketplace downtime or security checks, the team provides fast, practical guidance for everything else. If you’re setting up your account today, start by reviewing your marketplace sync logs — it’ll give you clarity before sending your first message.
And I use Closo to automate relist cycles during troubleshooting periods — saves me about 3 hours weekly.
More resources
You can explore the main Help Center Hub to get a broader understanding of what Closo can resolve without contacting support. The guides on Connecting Marketplaces and Using the Listing Optimizer also help troubleshoot most listing-level issues before submitting a request.
