For Account and security
Reporting a problem: where and how
Buyers, sellers, cashiers, and couriers use different routes to report a problem: send feedback, Customer Care, or Tanya Sapta with a help ticket.
Updated · Security
https://satupack.com/en/bantuan/melapor-masalah-dan-tiket
Steps
Buyers or guests (website): click the Kirim masukan (send feedback) message icon at the bottom right, pick a type (Saran suggestion, Ada masalah problem, Pertanyaan question, or Lainnya other), write at least 10 characters, add an email or phone number if you want a reply, and send. The message goes to the Satupack team; the limit is 5 per day.
Order problems (buyers): request a return from Akun > Daftar transaksi (Account > Transactions); if you disagree, the Resolution Center decides. Need a quick answer? WhatsApp Customer Care (+62 853 6634 1525), call 0721-350985, or email it.support@satupack.com. Answered within 1 working day.
Sellers and shop team: press the Tanya Sapta button at the bottom right of the Seller Center or the cashier. The Tanya tab answers how-to questions. Still stuck? Open the Buat tiket (create ticket) tab, pick a category, write a title, and describe the problem. The menu you have open is sent automatically. In the phone app: Akun > Tanya Sapta dan tiket bantuan.
Follow replies in the Tiket saya (my tickets) tab or the Tiket bantuan menu (Team and Settings). Tickets are accepted 24 hours and answered Monday to Saturday, 08:00 to 17:00 WIB. When a ticket is answered or done, you are told by notification, email, and WhatsApp.
The cashier (PoS) uses the same Tanya Sapta button at pos.satupack.com. A cashier signed in as a team member creates tickets for the shop they work for.
Couriers do not use tickets. Contact the shop that registered you; if needed, WhatsApp Customer Care.
Write what you did, what happened, and the order or receipt number. Never write passwords, PINs, or verification codes. Emails, phone numbers, and long digit strings in tickets are masked automatically.
Tips
- Tickets cannot carry photos or screenshots yet. Describe what the screen shows, or send the photo to Customer Care on WhatsApp quoting the ticket number.
- Satupack never asks for your password or verification code by chat, WhatsApp, or phone.
- The limit is 10 tickets per day per shop. Add the same problem as a reply to the existing ticket.
Common questions
My ticket has not been answered.
Tickets are answered Monday to Saturday, 08:00 to 17:00 WIB, with a first-reply target of 8 working hours at most. After that, contact Customer Care and quote the ticket number (TK-...).
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Related guides
- Contacting Customer CareReach the Satupack team by WhatsApp, phone, or email for order, payment, or account issues; replies arrive within one working day and never ask for your password.
- Ask Sapta and Help ticketsThe Ask Sapta button guides you through using Satupack and creates a ticket if you get stuck. Follow team replies in Help tickets on the web, cashier, and app.
- Courier: common problems and fixesUnknown code, instructions not showing, photo not uploaded, or a locked GPS screen: here is how to fix them.
- Forgot passwordForgot your Satupack password? Request a reset link to your account email, set a new password, then sign in again on the website or in the app.
Still need help?
Our team replies within 1 working day.