FAQ — Help Center

Question 1

How do Supersafe buyer accounts work?

Accepted Answer

Your Supersafe account is a protocol identity used across Marketfront and PartnerOS. You can sign in once and your trust score, XP, and vault follow you.

Question 2

What is my buyer level?

Accepted Answer

Buyer level is owned by your Marketfront buyer profile. New buyer accounts are seeded with an initial level, and later progression remains profile-owned instead of being recomputed from account type on each request.

Question 3

Where do I find my gift card code?

Accepted Answer

All purchased gift card codes are stored in your Secure Vault. Go to Marketfront > Secure Vault, select the order, and reveal the code there.

Question 4

Are gift cards refundable?

Accepted Answer

Once a code is revealed and activated it usually cannot be refunded. If there is an issue, open a dispute from the vault order and support will investigate.

Question 5

Can I get a refund or replacement for a gift card?

Accepted Answer

Gift-card refunds or replacements are reviewed when the listing was inaccurate, the code is invalid, the code was already redeemed before delivery, or delivery proof fails. Revealed codes are normally final when region, currency, and issuer rules were correctly published and acknowledged.

Question 6

What should I do if the code failed?

Accepted Answer

Open a case from the protected order before trying unrelated accounts. Attach the issuer error, account country or store region, timestamp, and a screenshot that shows the redemption screen without exposing sensitive account data.

Question 7

What if the code was already redeemed?

Accepted Answer

Open order support with the issuer message and timestamp. Supersafe reviews seller delivery proof, redemption evidence, and replacement or refund eligibility from the same order record.

Question 8

What if delivery is delayed?

Accepted Answer

Use the order support path. Some instant offers pause for payment review, email verification, live stock recheck, or seller review before the code is revealed.

Question 9

When is payment released to the seller?

Accepted Answer

Your card is charged when you place the order, not after you confirm the code. Your protection is the order record instead: delivery evidence stays attached to it, so if the code is wrong, missing, or already used, report it from the order and support can investigate and issue a refund.

Question 10

What should I do if my order is delayed?

Accepted Answer

Open the order in your Secure Vault first. The order record shows the promised delivery state, and Support can continue from that same order context if delivery is still missing.

Question 11

How do I open a delivery or access dispute?

Accepted Answer

Open the affected vault order and start the protected recovery flow from there. Attach the exact delivery, access, or redemption problem so Support reviews the same order evidence you see.

Question 12

Why is my checkout under payment review?

Accepted Answer

Some checkouts pause for extra review when buyer readiness, payment risk, or order context needs manual confirmation before payment or automated delivery can continue.

Question 13

When is a payment charge actually finalized?

Accepted Answer

Supersafe keeps payment on-platform until the protected order can move forward. If payment, delivery, or review fails, Support resolves the issue from the same order and payment record.

Question 14

When should I use Trust & Safety instead of Support?

Accepted Answer

Use Trust & Safety when a seller feels unsafe, suspicious, or pushes you off-platform. Use Support for normal buying, payment, delivery, code, or access questions.

Question 15

What evidence helps with a suspicious-seller report?

Accepted Answer

Include the order id if one exists, plus screenshots, messages, payment context, or off-platform pressure. Keeping the seller, channel, and evidence together helps Trust & Safety review faster.

Question 16

Why did my payment fail even though my card worked elsewhere?

Accepted Answer

A payment can still pause or fail when the protected order needs extra review, the issuer blocks the charge, or the payment context does not match the buyer or order risk checks.

Question 17

Can I retry checkout after a payment problem?

Accepted Answer

Yes. Reopen the listing or checkout flow after the payment issue is resolved. If the order already has a recovery or payment-review trail, Support can continue from that same context.

Question 18

How do I keep my purchase secure after delivery?

Accepted Answer

Use the Secure Vault to review delivery, then change passwords, recovery email, and any required security settings as soon as the delivered item allows it.

Question 19

What if access breaks after I receive the item?

Accepted Answer

Reopen the vault order and start the protected recovery flow immediately. Support reviews the same delivery record, listing promise, and buyer evidence before deciding the safe remedy.

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