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Support is raised from inside the dashboard rather than through a separate system. A merchant opens a request where they hit the problem, sees replies in the same place, and never signs into anything else to follow it.

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Raising a request

Settings → Support in the admin holds every request a store has raised and its current state. Any member of the store can raise one and read the replies — the person who hits a problem is often not the person with the broadest permissions, so the ability to ask is deliberately not gated behind them. A request moves through four states. Open is waiting on support, Replied means the answer is back and the next move belongs to the merchant, and Resolved and Closed end it. A reply identifies whether it came from the support team or from the assistant, and nothing more — which individual handled a request is not something the merchant is shown. Priority is resolved from the store’s plan when a request is created rather than taken from the request itself, so marking something urgent does not change where it sits in the queue.

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Restoring something you deleted

Deleting a record in Galactic Core does not destroy it immediately. Most things are kept for 90 days, and a merchant restores them from Settings → Support → Recently deleted without raising a request at all. A restored record comes back inert rather than live. A restored promotion returns as a draft and a restored pricing rule returns switched off, so recovering something never silently resumes it — the merchant decides when it takes effect again. Some things are deliberately outside this. Anything that grants access to an account — users, roles, API keys, gift cards — is not self-restorable, because a restore that returns a privilege is a privilege grant wearing a restore’s clothes. Those need a person, and so does anything deleted longer ago than the retention window.
A product deleted in the normal way is restorable for 90 days along with everything attached to it. Recovering one whose deletion has already aged past that window is a support request rather than a self-serve action.

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Working through an agency

Where a store is operated by an agency, the agency answers first. The merchant raises a request the same way, in an admin carrying the agency’s branding, and the request reaches the agency. Requests are classified before anyone reads them, which decides whether one belongs to the agency or to the platform underneath. A question about how a store is set up belongs to the agency that set it up; a fault in the platform belongs to the platform. Because the classification is automatic, it is not a judgement either side makes about work it would rather not do. A request that belongs to the platform is escalated as a linked request rather than transferred. The merchant’s thread stays where it is and stays under the agency’s brand; the escalation is a separate thread beside it. When the platform answers, that answer is relayed back onto the merchant’s own thread in the agency’s voice by default — the agency can turn the automatic relay off to answer in its own words instead. There is a floor under all of this. If a request has gone unanswered past the agreed window, it surfaces for the platform, which may answer to close it out — still under the agency’s brand. A merchant is never left waiting behind an unresponsive reseller, and the notice that triggers this goes to whoever owes the answer, never to the merchant who is already waiting.

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An agency’s own requests

The section above is about an agency’s merchants. An agency is also a customer in its own right, and its own questions — billing, an invoice, its account, how something on the platform works — go straight to the platform rather than through the chain it operates for others. Those requests are raised and tracked in the agency portal, alongside the queue of merchant requests but kept separate from it. The separation is the point: a commercial question from a partner is not a merchant how-do-I, and mixing the two puts an invoice dispute behind a queue of unrelated work. An agency does not need a merchant to ask. A request of this kind carries no store, so an agency that is still setting up — before it has onboarded anyone — reaches the platform the same way as one running hundreds of stores.

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What support does not cover

Support here is the channel between a merchant and whoever operates their store. It is not a channel between a store’s own shoppers and Galactic Core — a shopper contacts the merchant they bought from, through whatever the storefront provides. Reference: Agencies · Concepts