Support
Keep fulfillment calm, visible, and easy to trust.
The support model mirrors the storefront model: the order page stays authoritative, delivery states stay explicit, and follow-up paths stay simple.
Contact route
Response priority: fulfillment blockers first.
Best for missing downloads, invalid order links, and queued-item follow-up.
Launch-week help
Instant-ready items appear on the order page as soon as payment is confirmed. Manual items keep the same page and update there when the packaged build is attached.
If a purchase contains both lanes, ready downloads remain clickable and pending items keep their SLA block until fulfillment completes.
Support posture
Orders stay attached to one token from purchase through fulfillment.
Manual delivery is visible, not hidden in vague status emails.
Provider-dependent layers can change later without changing the public support flow.
FAQ
What appears instantly?
Instant items are the ones already attached to the storefront delivery lane. They appear on the order page right after payment.
FAQ
What stays visible while queued?
Manual items stay visible under the same order token. The storefront does not hide them or move buyers into an email-only black box.
FAQ
What changes later?
Provider-dependent pieces are still placeholder-safe in this launch pass and will be wired later without changing the public support model.