Contacting support

How to reach a human, and what to include so the first reply solves it instead of asking for more detail.

Where to write

Email — support@reskale.xyz

In the app — Support, which keeps the conversation attached to your account.

Use the in-app route where you can. It carries context that an email does not.

What to include

The difference between a one-reply fix and a four-message thread is almost always these five things:

1. What you were trying to do. "Crosspost 12 items from eBay to Vinted."
2. What happened instead. The exact message, copied or screenshotted.
3. Which marketplace.
4. When it started, and whether it ever worked.
5. The job ID, if a crosspost or delist is involved.

Especially useful

• A screenshot of the failed job, including the error detail. Failed jobs keep the marketplace's own response alongside the translated message, and that raw response is frequently the whole answer.
• A listing or order ID for anything sync-related. "A sale is missing" is hard to chase; "order 12-34567-89012 from 3 August is not in Sales" is not.
• Your browser and whether the extension is enabled, for anything involving Mercari, Depop or Vinted.

Not needed, ever

Your marketplace passwords. Support will never ask for one. If anything claiming to be Reskale asks for a marketplace password, it is not Reskale.

Before you write

Two minutes here often saves the round trip:

• Troubleshooting — the common failures.
• Crosspost error messages — look up what you saw.
• Sync and connection issues — missing sales, expired connections.
• FAQ.

Response times

Reskale is run by one person who is also a full-time reseller. Expect a reply within a day, usually sooner.

Genuinely broken things — crossposting down, sync stopped, a security issue — get priority over questions.

Reporting a bug

Bug reports are wanted, and specific ones are worth a great deal.

Especially valuable:

• A marketplace error Reskale did not translate properly. That usually means the marketplace changed something, which affects everyone selling that category rather than just you.
• A mapping that comes out wrong repeatedly — a category, brand or size that consistently translates badly.
• Anything that silently did the wrong thing. A visible failure is annoying; a silent one is dangerous, and those are the highest priority reports there are.

Reporting a security issue

Email support@reskale.xyz with "security" in the subject. Reports are taken seriously and answered.

Documentation feedback

Something here wrong, unclear or out of date? Every page has a link at the bottom, or email with the page name.

Documentation that says a thing works when it does not is worse than no documentation, so corrections are genuinely welcome.

Feature requests

Send them. What gets built is driven heavily by what sellers actually ask for.

The most useful version explains the problem rather than proposing the solution: "I lose track of which items I have already listed to Vinted" is more actionable than "add a Vinted column", because there may be a better answer than the one you had in mind.