Customer care
How to write a useful customer support request
Give support the order, item and issue details without sharing sensitive account information.
By Planet24 · South Africa
Give the request a clear subject
Use a short description such as an address question, a missing accessory or a tracking query. Include the order reference if there is an order. If you have not ordered, use the product name or link so support can identify the right item.
Explain what happened
State what you expected, what you received or saw, and what you need clarified. Include relevant dates or the visible order status when helpful. Keep the message factual and focused on one issue so it is easier to route and answer.
Protect private information
Never include passwords, PINs, one-time codes or full card details. Send photos only when they help explain the issue and keep address labels out of public posts. Use Planet24’s Contact Us page to confirm the published support address rather than trusting an unsolicited message.