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Payment, delivery, cancellation, and support

Most questions about a specific order are first resolved with the seller. FastyShop support is needed when the issue is related to an account, security, platform access, or a service error.

When to Write to the Seller​

Contact the seller if the question is about:

  1. product stock;
  2. price or package contents;
  3. order contents;
  4. payment method;
  5. delivery or pickup;
  6. order processing time;
  7. changing order data;
  8. receipt or confirming document;
  9. exchange, product return, or money refund;
  10. warranty, quality, or product package contents;
  11. order cancellation, if the order does not have an available button.

The seller sets the shop terms and processes the order. FastyShop does not replace the seller for product, order handoff, manual payment, receipt, money refund, or delivery questions.

When to Contact FastyShop Support​

Contact FastyShop support if:

  1. you cannot sign in to the account;
  2. password reset does not help;
  3. a FastyShop page shows an error;
  4. the cabinet or storefront does not open;
  5. you suspect account access is unsafe;
  6. the system does not allow an action that should be available according to interface hints;
  7. you need to report a possible platform rules violation, suspicious shop, product, or content.

The primary FastyShop support channel is support@fastyshop.kz. If the question is about a suspicious shop, use the Report a shop form on the shop page. Support may review a shop complaint about a platform-rules violation, but it does not promise to refund money, replace goods, or fulfill the order instead of the seller.

How to Report a Shop​

On the shop page, open Shop details and click Report shop. If you are not signed in, FastyShop will offer sign-in or signup because the report is linked to the buyer account.

A report is for a possible platform-rules violation or risk for buyers. For an ordinary payment, delivery, exchange, money refund, package contents, or timing question, contact the seller first.

Details: Report a shop.

How to Describe a Problem Safely​

Usually it is enough to provide:

  1. order number, if there is one;
  2. shop name or shop link;
  3. what you tried to do;
  4. which page had the issue;
  5. error text, if it is shown;
  6. what you already checked.

Do not send your password, SMS codes, full bank card details, CVV, bank passwords, unnecessary documents, full addresses, or contacts of other people. If a screenshot is needed, cover unnecessary personal data.

How to Cancel an Order​

Open the order and check available actions. If the order has a cancellation button and it fits your situation, use it and follow the system prompts.

If there is no cancellation button, contact the seller and provide the order number. Do not assume that every order can be cancelled in every status: available actions depend on the current order state and shop rules.

Do not place a new order only to cancel the old one. First clarify the situation for the existing order.

If the Question Is About Payment or Delivery​

Check the instruction in the order or on the checkout page. In FastyShop, payment and delivery methods are set by the seller, so terms may differ between shops.

If the instruction is unclear, ask the seller to clarify the payment, receiving, or delivery process. Do not send bank data, passwords, or codes in the order comment or open chats.

For a receipt, confirming document, money refund, exchange, or product quality question, contact the seller as well. Write to FastyShop if the issue is related to a platform error, order access, or a complaint about platform-rules violations.