Managing Your Orders
Whether you are a buyer tracking your purchases or a seller fulfilling orders, the SillyHost Marketplace provides tools to manage everything in one place. This guide covers order management from both perspectives.
For Buyers: Managing Your Purchases
Access your purchase history by navigating to My Account > Marketplace Purchases. Here you can:
- View order history – See all your past purchases with dates, amounts, and order numbers
- Download products – Re-download any previously purchased product at any time. If the seller has released updates, you will always get the latest version.
- Leave reviews – Rate products and leave feedback to help other buyers. Reviews can be submitted up to 90 days after purchase.
- Request support – Contact the seller directly through the built-in messaging system for product-related questions
- Request a refund – Submit a refund request within 14 days of purchase if the product does not work as described
For Sellers: Managing Incoming Orders
Your Seller Dashboard provides a comprehensive overview of all orders:
- Order notifications – Receive email notifications for each new sale. You can configure notification preferences in your seller settings.
- Order list – View all orders with buyer details, product sold, price, commission taken, and net earnings
- Sales analytics – Track daily, weekly, and monthly sales trends with visual charts. Identify your best-selling products and peak sales periods.
- Revenue reports – Export detailed CSV reports of your sales data for accounting purposes
Handling Customer Support
As a seller, providing good support is essential for maintaining high ratings:
- Respond promptly – Aim to reply to buyer messages within 24 hours. Your average response time is displayed on your seller profile.
- Be thorough – Provide clear, step-by-step answers. Include screenshots or links to documentation where helpful.
- Update your products – When buyers report bugs, fix them and release an updated version. All existing buyers automatically get access to updates.
- Handle disputes professionally – If a disagreement arises, work with the buyer to find a solution. If you cannot resolve it, SillyHost support will mediate.
Handling Refund Requests
When a buyer requests a refund, you will receive an email notification. You have 48 hours to respond by either approving the refund or providing a resolution. If you do not respond within 48 hours, the SillyHost team will review the case and make a decision. Valid refund reasons include product not working as described, missing features that were advertised, and critical bugs that prevent use.
Keeping your orders organised and your customers happy is the key to long-term success on the marketplace.