Support et documentation : là où tout ce qui concerne HstockPlus se trouve réellement
Cette page contenait autrefois des copies des politiques vers lesquelles elle aurait dû renvoyer. C’est désormais une carte. Où signaler un problème, combien de temps prend réellement le support, mesuré sur onze mille tickets clôturés, et quelle page détient quelle réponse.
This page used to be four thousand words long, most of it copies of policies that live on their own pages. That is a bad way to run documentation: the copy drifts, the original gets updated, and the reader has no way to tell which one is current.
So it is a map now. Each answer lives in exactly one place, and this tells you which place.
If something is wrong with an order, start at the order
This is the one route that carries actual weight, and it is worth understanding why rather than just being told to use it.
Open the order in your dashboard and raise a ticket from there. Doing it that way does three things that no other route does. It puts you and the seller in the same thread instead of leaving you to argue by email. It stops the order confirming itself while the ticket is open. And it keeps the seller's payout held for as long as the thread is unresolved.
That last pair is the whole point. Money reaches a seller when you confirm the order or when the confirmation timer runs out, whichever comes first, and that timer is one to three days depending on the seller's level, counted from when the order was placed. A ticket opened before it expires stops the clock. A complaint sent any other way does not.
You can attach screenshots to a ticket, and around three in five tickets have them. If the account you received does not log in, the screenshot of the error is usually what settles it fastest.
Who actually replies, and how long it really takes
The published commitment is a reply within 24 to 48 hours, with the note that an order ticket is faster. Measured against the eleven thousand tickets that have been closed, that turns out to be about right, but the shape is not what most people expect.
The seller answers, not the platform. Across every ticket message written, buyers and sellers account for almost all of it, and staff for well under a twentieth. Roughly two in five tickets are escalated to staff at some point; the rest are settled between the two parties in the thread. If you were expecting a support agent to arbitrate from the first message, that is not how it works here, and knowing it changes how you write the first message: you are addressing the person who sold you the thing.
The first reply is fast. The close is not. Half of all tickets get their first non-buyer reply inside about four hours, and roughly a third inside the first hour. Getting to a resolution takes considerably longer: half of closed tickets took over a day, and nine in ten were done inside three and a half days. Only about one in five closes within twelve hours.
Read together, that says something useful. A quiet ticket in the first few hours is unusual and worth chasing. A ticket that has been answered but not resolved on day two is completely ordinary and chasing it will not speed it up.
Of the tickets that record an outcome, a replacement is the most common result and a refund the second. Neither is guaranteed, and neither is something you can select. They are what the thread arrived at rather than entitlements.
One thing worth knowing before you get there, because it is the most common misunderstanding about refunds here. A refund that is issued automatically lands on your site balance, where it spends like anything else. That is not the only option, though: if you want the money back on the card or the crypto address you paid from, ask support and it can be arranged. That route is handled by hand rather than automatically, which is why it needs asking for. Some payment routes, crypto in particular, simply cannot be reversed by software, so a person has to send it.
The chat bubble, and what it is not
There is a chat widget on the site, and previous versions of this page badly overstated it, so here is what is actually true.
It appears on category pages, product pages and the static pages of the storefront. It does not appear on your dashboard, which is where the older instructions told you to look for it. It is a third-party widget rather than part of the order system, and it has an offline mode: when nobody is there it says so and takes a message instead. It is not staffed around the clock, and no part of this site is.
Use it for what it is good for, which is a question before you buy: whether something is in stock, what a listing's delivery format means, which shelf a thing is on. For anything attached to an order that already exists, it is the wrong tool, because a chat message does not hold a payout and does not stop a confirmation timer. Only a ticket does.
The other ways to reach a person
- Telegram. There is a support account published on the site, linked from the footer and from the support page. It is the closest thing to a quick channel for something that is not tied to an order.
- Email. A public support address is published in the site footer. Slower than a ticket, and it cannot hold funds, but it works for questions about the site itself rather than a purchase.
- The contact form. The support page carries a form that opens a ticket without an order attached, which is the right route for a question about the site rather than a purchase. It asks you to pick a problem category first, and that choice is required rather than decorative. The same page carries the contact routes above, links to the policies, and states the published response time.
None of these can do what an order ticket does. If money is involved, use the order.
Which page owns which answer
The short version of everything that used to be pasted into this page, with the place that actually maintains it.
- FAQ answers the site mechanics: which payments are accepted, how to top up a balance, how long the warranty runs, where you find what you bought, where a refund goes and what a review means here. If your question is one sentence long, it is probably answered there.
- Terms is the agreement itself. It governs eligibility, what buyers and sellers each commit to, what is prohibited, and how disputes are decided. It is contract text and it is not summarised anywhere on the blog, deliberately, because a paraphrase of a contract is not the contract.
- Privacy sets out what is collected, what it is used for, who it is shared with and what you can ask to have changed or removed. Same principle: read the page, not a summary of it.
- Replacement policy covers what happens when a delivered account does not work, and is the most directly useful of the policy pages for a buyer mid-problem.
- Refund policy and cancellation policy cover when money comes back and when an order can still be stopped.
- Delivery policy covers what the seller owes and by when.
- Buyer protection and trust and safety describe the guarantees on the buying side and the rules both sides operate under.
- Seller rules is the equivalent for anyone listing products.
- How we protect customers and suppliers explains why the confirmation and hold mechanism is built the way it is, from both sides.
Step-by-step guides, sorted by what you are doing
If you are buying:
- Creating an account, which is less of a process than you would expect.
- Adding balance and placing an order.
- How delivery works and tracking an order.
- Opening a dispute when a ticket has not settled it.
- Account safety, which is a shorter list than most sites have and a different one.
- Member levels, for how spend turns into a discount.
If you are selling:
- Adding a product and the approval process.
- Withdrawing earnings, which is where the platform takes its cut and is worth reading before you price anything.
- Seller levels and what each level changes.
- Improving sales.
- The supplier API, for anyone processing orders programmatically.
For how the platform fits together as a whole, the marketplace overview is the one page that describes the mechanics end to end.
What this page used to say and no longer does
Worth stating plainly, because the old version was read a great many times and some of it was wrong.
It advertised support available 24 hours a day, seven days a week. No such commitment exists anywhere in the product, and the chat widget itself has an offline state. It promised a response within one to twelve hours; the real published figure is 24 to 48 hours, and the measured median to a closed ticket is a little under a day and a half. It described live chat as the fastest way to get help and told you to find it in your dashboard; it is neither the fastest route for an order problem nor present in the dashboard. And it made several claims about encryption and infrastructure that could not be verified against this system, so they have been removed rather than reworded.
If you relied on any of those, that is the correction.
