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title: Support Guide
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tags: [usage, role/support]
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audience: Support agent
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created: 2026-05-23
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---
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# Support Guide
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End-to-end usage for **Support** agents — Tier-1 customer help, account recovery, troubleshooting. Support has elevated read permissions but limited write power; serious actions escalate to admin.
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> [!info]
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> Looking for a different role? See [[User Guide]] (Buyer), [[Seller Guide]] (Owner), [[Admin Guide]].
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---
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## 1. Support account
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Support agents are provisioned by an admin (see [[Admin Guide]] §3.3). A typical seed:
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| Email | Role | Capabilities |
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|---|---|---|
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| `support@amn.gg` | support | Read users, reset passwords, view chat (case-scoped), escalate |
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A support account CANNOT:
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- Change roles
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- Ban / unban
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- Resolve disputes (read-only)
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- Issue refunds (escalate to admin)
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- Modify points or financial records
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- Publish blog posts
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---
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## 2. Workflow
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Support tickets flow through these stages:
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```mermaid
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flowchart LR
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A[New ticket] --> B[Triage]
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B --> C{Resolvable?}
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C -- yes --> D[Resolve]
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C -- no --> E[Escalate to admin]
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D --> F[Close]
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E --> G[Wait]
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G --> H[Admin resolves]
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H --> F
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```
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Ticket sources:
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- In-app contact form (writes to a `support` Notification / dedicated collection)
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- Email to `support@amn.gg` (forwards to ticketing tool)
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- Live chat widget (if enabled)
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---
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## 3. Common Tier-1 tasks
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### 3.1 "I can't sign in"
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1. Ask the user for their email.
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2. **Dashboard → User → [profile]** to look them up.
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3. Check status: `active`, `banned`, `pending email verification`?
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4. If pending verification → **Resend verification email** (button in user profile).
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5. If account locked → wait out the lockout (default 30 min) OR escalate to admin for immediate unlock.
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6. If forgotten password → tell the user to use **Forgot password** on the sign-in page OR you can trigger **Reset password** from their profile (sends a fresh reset code).
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> [!warning]
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> Never ask a user for their password. Never SET a password for them — the platform sends a reset code so only they can complete the change.
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### 3.2 "I didn't receive the email"
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Checklist:
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1. Confirm the correct email is on file.
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2. Ask them to check Spam / Promotions.
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3. Check if the user's email domain is on a known block list (yopmail, mailinator, etc.).
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4. Resend (max 3 retries / hour).
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5. If issue persists → check backend SMTP logs (escalate to admin).
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### 3.3 "How do I change my email?"
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1. Ask the user to first verify ownership of the new email.
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2. Today this is an admin-assisted change — escalate.
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(Roadmap: self-service email change with verify-old + verify-new.)
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### 3.4 "I lost access to my Passkey device"
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1. They can use their password as a fallback.
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2. Direct to **Dashboard → Account → Passkey → Remove [device]**.
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3. Add a new passkey from the new device.
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4. If passkey was their ONLY auth method → escalate to admin who can manually unlock.
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### 3.5 "I'm a seller — how do I withdraw?"
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1. Verify they completed shop setup (payout wallet on file).
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2. Walk them through **Dashboard → Payment → Payouts → Request payout**.
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3. Remind them that payouts process within 1–2 business days.
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4. If a specific payout is stuck → escalate to admin with the payout ID.
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### 3.6 "My payment is stuck"
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1. Get the payment ID or invoice URL.
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2. Open in Admin user (if you have read access).
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3. Check status:
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- `pending` for <1h — tell user to wait for blockchain confirmation.
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- `pending` for >1h — escalate to admin (webhook may have failed).
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- `processing` — usually clears within minutes.
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- `failed` — note the error code and escalate.
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4. If user sent wrong network/token → **escalate immediately**, recovery may require manual on-chain work.
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### 3.7 "I want to delete my account"
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1. Confirm via email reply (anti-impersonation).
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2. Check for: open orders, in-flight payments, open disputes — none should exist.
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3. If any open obligations → ask user to settle first.
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4. Escalate to admin for the actual deletion (it's a manual op to ensure data retention compliance).
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### 3.8 "How do I become a seller?"
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Walk them through:
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1. **Dashboard → Account → Become a seller**.
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2. Fill in shop info (name, country, payout address, social links).
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3. Submit → admin verification within 1 business day.
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4. Once approved → can build templates and submit offers.
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See [[Seller Guide]].
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### 3.9 "I see stale data / the page is broken"
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Suggest the **localStorage cleanup** trick:
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1. Open browser DevTools (`F12` or `Cmd+Opt+I`).
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2. Console tab → paste:
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```js
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Object.keys(localStorage)
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.filter(k => /^(manual-payment|buyer-step|LAST_(PAYMENT|TEMPLATE|SOCKET))-/.test(k))
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.forEach(k => localStorage.removeItem(k));
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location.reload();
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```
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3. (This pattern matches the keys cleared by `frontend/cleanup-localstorage.js`.)
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If the issue persists → screenshot + browser info + URL → escalate.
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### 3.10 "I want a refund"
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1. Confirm what they're requesting (full / partial / for which order).
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2. Check the order status & history.
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3. If order is **Funded** and not yet shipped → they can negotiate cancellation with the seller (no admin needed).
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4. If order is shipped/disputed/refund-disputed → direct them to open a **dispute** (or it's already open).
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5. Goodwill refund < $10 — admin can issue. Note the case and escalate.
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6. Larger refunds — must go through dispute process.
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See [[Dispute Flow]].
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---
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## 4. Triage rubric
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Assign priority based on impact:
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| Priority | Examples | SLA |
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|---|---|---|
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| **P0 — Site outage / data loss** | Cannot reach amn.gg, all logins failing, payments silently failing | Immediate page admin |
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| **P1 — User cannot transact** | Specific user can't pay, payout failed, dispute stuck > 7 days | 4 hours |
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| **P2 — Functional bug, workaround exists** | Notification not arriving, cosmetic issue | 1 business day |
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| **P3 — Question / how-to** | "How do I…" inquiries | 2 business days |
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---
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## 5. Escalation matrix
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| Issue | Escalate to |
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|---|---|
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| Account un-ban request | Admin |
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| Role change (buyer→seller, granting support) | Admin |
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| Refund > $10 | Admin |
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| Dispute resolution | Admin (mediator) |
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| Manual payout exception | Admin |
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| Database correction | Admin + engineer on-call |
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| Site outage | Engineering on-call |
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| Security incident (suspected breach / abuse) | Admin + engineering on-call IMMEDIATELY |
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| Legal request (law enforcement, GDPR) | Admin + legal/compliance |
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---
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## 6. Communication templates
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### 6.1 Password reset
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```
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Subject: Reset your Amn password
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Hi {name},
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You can reset your password at https://amn.gg/auth/jwt/reset-password. You'll receive a 6-digit code by email valid for 1 hour.
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If you didn't request this, please ignore this email — your password remains unchanged.
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— Amn Support
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```
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### 6.2 Verification email not received
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```
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Hi {name},
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The verification email was sent. Please:
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1. Check your Spam / Promotions folder.
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2. Allow up to 5 minutes for delivery.
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3. Click "Resend code" if it still hasn't arrived.
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If the issue persists, reply with the email address you signed up with so we can investigate.
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— Amn Support
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```
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### 6.3 Payment stuck (>1 hour)
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```
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Hi {name},
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We see your payment {paymentId} is still showing pending. Crypto confirmations usually take a few minutes; an hour is unusual.
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We've escalated this to our payments team for investigation. We'll update you within 4 hours.
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In the meantime, please do NOT send additional funds — that may complicate recovery.
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— Amn Support
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```
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### 6.4 Refund request → dispute path
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```
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Hi {name},
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I understand you'd like a refund for order {orderId}. The fairest way to resolve this is through our dispute process, which gives both you and the seller a chance to provide evidence before a neutral mediator decides.
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To open a dispute:
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1. Open the order page (link below).
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2. Click "Open dispute".
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3. Choose a reason and upload photos / chat screenshots as evidence.
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A mediator will pick up your case within 24 hours.
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Link: https://amn.gg/dashboard/request/{orderId}
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— Amn Support
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```
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### 6.5 Account un-ban (require admin approval)
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```
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Hi {name},
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I've escalated your account review to our admin team. They'll look at the original reason for the suspension and respond within 1 business day.
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In the meantime, you won't be able to sign in. Funds in escrow are unaffected and will be settled once any open orders complete.
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— Amn Support
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```
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---
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## 7. Tools & access
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| Tool | Purpose | Permission |
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| Admin dashboard (read mode) | Look up users, orders, payments | Yes (read) |
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| User → Reset password | Trigger fresh reset code | Yes |
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| User → Resend verification | Resend signup code | Yes |
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| Notification system | Send "follow-up" notifications | Yes (scoped) |
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| Chat history viewer | Read dispute chats | Yes (case-scoped) |
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| MongoDB direct | Ad-hoc queries | No (escalate) |
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| Payout trigger | Issue payouts | No (escalate) |
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| Refund issuer | Issue refunds | No (escalate) |
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| Dispute resolver | Make resolution | No (escalate) |
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---
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## 8. Privacy & ethics
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> [!warning]
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> Support has powerful read access. Do not browse user chats, payments, or addresses unless investigating a specific ticket. Each access should be tied to a ticket ID, ideally logged.
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- Never disclose one user's data to another user.
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- Verify identity before discussing account specifics (signed-in session > email reply > anonymous form).
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- For financial / legal inquiries, escalate to admin + legal.
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---
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## 9. Common knowledge base
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Bookmark these for instant reference:
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- [[User Guide]] — common Buyer questions
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- [[Seller Guide]] — common Seller questions
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- [[Glossary]] — terminology reference
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- [[Authentication Flow]] · [[Password Reset Flow]] · [[Passkey (WebAuthn) Flow]] — how auth actually works
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- [[Payment Flow - SHKeeper]] · [[Payment Flow - DePay & Web3]] — how payments flow
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- [[Dispute Flow]] — when refund requests need to go to dispute
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- [[Notification Flow]] — why a user might not have received an email
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- [[Error Codes]] — interpret HTTP errors / app-specific codes the user reports
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---
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## 10. Improving the docs
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If you answer the same question repeatedly, propose a **knowledge-base article**:
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1. Note the recurring question.
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2. Write a short answer with screenshots.
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3. Submit to admin for inclusion in `frontend/src/sections/blog/` or this vault.
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A good support team grows the docs over time.
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---
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## 11. Related
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- [[User Guide]] · [[Seller Guide]] · [[Admin Guide]]
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- All flow docs in [[04 - Flows]] folder
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- [[Incident Response]] — when support is alerted to outages
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- [[Glossary]]
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