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Support

Support in Hilt keeps the buyer conversation attached to the same payment, membership, and receipt trail the merchant already uses elsewhere in the dashboard.

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Use support for exceptions

Support is the right place when:
  • payment confirmed but access is not obvious
  • the buyer used the wrong identity or handle
  • the buyer wants proof of payment
  • the buyer needs a manual extension or correction

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What a good ticket should contain

The strongest support tickets include:
  • the buyer problem in plain language
  • the template involved
  • any wallet, handle, or receipt detail that helps identify the purchase
  • the next action the merchant is considering

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What a merchant should expect

The support workflow should make it easy to:
  • open the ticket
  • find the related payment, member, or receipt
  • understand what template the buyer purchased
  • resolve the issue without losing context

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Good support practice

Support is for exceptions, not the normal path. That usually means:
  • build templates so most buyers succeed without help
  • use support when a buyer falls out of that path
  • keep notes inside Hilt so the history is visible later

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Good first response checklist

When a buyer writes in:
  1. find the payment or membership first
  2. confirm the template they purchased
  3. open the receipt if proof is needed
  4. decide whether the issue is delivery, identity, or expectation
  5. reply with the next concrete action
That sequence keeps support fast and stops the merchant from guessing.