Help Center Guide
Need help? help.pasarseken.id is SEKEN's dedicated support hub, available in Bahasa Indonesia and English. Whether you're a buyer tracking an order or a seller navigating your dashboard, this is where to start.
What is help.pasarseken.id?​
Help Center is a public support website separate from the main marketplace. It contains:
- 30+ FAQ articles across 6 topic categories
- Quick-start guides for buying, selling, shipping, and staying safe
- An AI chat assistant available on every page
- A support ticket system for issues that need human review
The Help Center is also built into the SEKEN mobile app, tap Help from your profile menu to access it directly.
How to find answers​
Browse by category to find the article you need:
| Category | What's covered |
|---|---|
| Getting Started | Account setup, how the app works, first steps for buyers and sellers |
| Buyer's Guide | Browsing listings, placing orders, communicating with sellers |
| Seller's Guide | Creating listings, managing your shop, seller dashboard |
| Shipping | Shipping methods, tracking, delivery expectations |
| Refunds & Disputes | How to open a dispute, refund process, resolution timeline |
| Account & Security | Password, KTP verification, account safety, login issues |
Each category contains multiple articles. Use the search bar at the top of the page to find answers by keyword.
How to use the AI chat widget​
A chat button appears in the bottom-right corner of every SEKEN page, including the main marketplace.
To use it:
- Click or tap the chat icon
- Type your question in plain Indonesian or English, or select one of the quick-prompt chips (e.g. "How do I sell?", "Where's my order?")
- The assistant searches the knowledge base and returns an answer instantly
- If it can't answer your question, it will offer to open a support ticket directly from the chat window
What the AI widget can help with:
- How to list an item
- Order status questions
- Shipping questions
- Account and login help
- Understanding fees (free for sellers, always)
- Dispute process overview
What it cannot do:
- Look up your specific order or account details
- Process refunds or resolve disputes
- Take any action on your account
The widget is available 24/7. It runs on local keyword matching, no external AI service, so responses are instant and consistent.
How to submit a support ticket​
When the AI assistant cannot resolve your issue, submit a ticket for human review.
To open a ticket:
- From the chat widget, click Submit a Ticket when prompted
- From Help Center, go to help.pasarseken.id and click Contact Support
- From the mobile app, go to Help > Contact Support
Fill in:
- Your name and email address
- Ticket category (see below)
- A description of your issue
You will receive a ticket ID in the format TKT-XXXXXXXXXX. Save this, you can use it to track your ticket status.
Rate limit: A maximum of 5 tickets per hour can be submitted from one device.
Ticket categories​
Select the category that best matches your issue when submitting:
| Category | Use for |
|---|---|
| Account | Login problems, password reset, account access |
| Payment | Payment failures, charge questions |
| Shipping | Lost packages, wrong address, courier issues |
| Refund | Refund requests, status updates |
| Seller | Listing issues, seller dashboard, payout questions |
| Buyer | Order issues, item not received, item not as described |
| KTP | KTP verification problems or questions |
| Fraud | Suspicious activity, scam reports |
| Technical | App bugs, errors, performance issues |
| Other | Anything that doesn't fit the above |
Choosing the right category helps the team route your ticket faster.
What to expect after submitting​
- Confirmation email: sent immediately to the email address you provided, with your ticket ID
- Review: the SEKEN operations team reviews tickets via the ops panel during working hours (Mon-Sat, 09.00-18.00 WITA)
- Response: you will receive an email notification when the team responds to your ticket
- Resolution: most tickets are resolved within 1-2 business days; complex disputes may take longer
You can check your open tickets by logging in at help.pasarseken.id and going to My Tickets.
Tips for faster support​
- Use the AI widget first, it resolves most common questions instantly
- Include your order number or listing ID when relevant
- Choose the most specific ticket category available
- Write in Indonesian or English, both are fully supported