Contact Our Support Team
Support Resources
📖 Documentation
Comprehensive guides to help you get started and grow your business:
🎓 Video Tutorials
Visual walkthroughs of key features (coming soon):
- Creating your first listing
- Managing orders effectively
- Using Dylan AI for pricing
- Optimizing product photography
👥 Seller Community
Connect with other sellers, share tips, and learn from experienced members:
- WhatsApp Seller Group (request invite via email)
- Monthly virtual meetups and Q&A sessions
- Share best practices and success stories
Request Community Invite
Frequently Asked Questions
Q: How long does seller verification take?
A: Verification typically takes 24-48 hours. Submit all required documents (ID, license, bank details) for fastest processing. You'll receive email notification when approved.
Q: When do I receive payment after a sale?
A: After delivery confirmation, funds are credited to your wallet (minus 10% commission). When you request a payout, the funds must first clear in our account (1-3 business days), then we process the transfer to your bank account (2-3 business days). Total timeline: 5-7 business days from payout request.
Q: Can I edit or delete a listing after posting?
A: Yes! You can edit price, description, availability, and photos anytime from your dashboard. You can also mark items as sold or remove listings completely.
Q: What happens if a buyer doesn't pick up their order?
A: Contact the buyer immediately and give them 24 hours to respond. If they don't respond, contact support to cancel the order. You won't be penalized for buyer no-shows.
Q: How do I handle a customer complaint?
A: Listen to their concern, respond professionally, and try to resolve directly. Offer refund or replacement if appropriate. If you can't resolve it, contact support for mediation.
Q: Can I set different prices for different customers?
A: No, all buyers see the same price. However, you can offer promotional discounts or create special listings for bulk orders.
Q: What if I run out of stock after receiving orders?
A: Cancel the order immediately with an explanation. Frequent stock-outs hurt your rating, so update availability as soon as items sell.
Q: How do I get more visibility for my listings?
A: Great photos, competitive pricing, fast responses, and high ratings all boost visibility. Dylan AI also promotes top-performing sellers. Consider running promotions to attract new buyers.
Q: Can I sell outside Durban area?
A: Absolutely! Offer courier delivery for wider reach. Many sellers successfully ship to Pietermaritzburg, Richards Bay, and other KZN areas.
Q: What's the minimum I can request for payout?
A: There's no minimum! However, we recommend waiting until R500+ to minimize processing frequency and keep more money in your wallet earning.
Technical Support
🔧 Common Technical Issues
- Can't upload photos: Ensure images are under 5MB, JPG/PNG format. Try different browser.
- Dashboard not loading: Clear browser cache, try incognito mode, check internet connection.
- Password reset: Use "Forgot Password" link on login page, check spam folder for email.
- Payment not showing: Allow 30 minutes after delivery confirmation. Contact support if delayed.
- Mobile app issues: Ensure latest version installed, restart device, reinstall if needed.
Still having issues? Email support@bestcatch.co.za with screenshots and description.
Account Issues
👤 Account Management
Common requests:
- Update bank details: Go to Settings → Payment Info in your dashboard
- Change email/phone: Contact support with verification for security
- Temporarily pause selling: Mark all listings unavailable or deactivate account
- Close account: Email sellers@bestcatch.co.za with request (withdraw funds first)
- Dispute resolution: Provide order details and evidence to support team
Feedback & Suggestions
💡 Help Us Improve
We value your feedback! Share your ideas, suggestions, and feature requests to help make Best Catch better for sellers.
Share Feedback
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