Help

Frequently asked questions

• Who to contact: Ylon support or the seller?

  Questions about the platform itself — errors, subscription, account, integrations — are handled by Ylon support: open “Support” → “Create a request”. Ask the seller about a specific order or product in the chat inside the order.

  Contact Ylon support

• How do I cancel an order, and when will I get my money back?

  Handle cancellations and refunds for an order with the seller: open the order in “My orders” and use the cancel option or the chat with the seller. By law, the money is returned within 10 days (Art. 26.1 of the Consumer Rights Protection Act). If the order was cancelled but the money still hasn't arrived in time — that's an issue on our side: create a request.

  Money didn't arrive — report

• The payment failed at checkout — what should I do?

  Sometimes a payment fails due to a temporary bank or payment-provider error. Wait a couple of minutes and try placing the order again. If the payment still won't go through, that's an issue on our side — create a request and we'll look into it.

  Create a request

• How do I change my Ylon plan or payment method?

  Your plan and payment method are in “Settings” → “Subscription”. If the subscription payment doesn't go through, create a request in the “Ylon subscription and billing” category.

  Create a request

• How do I request access to my data or its deletion?

  Create a request in the “Account and data” category. We process requests under Federal Law 152-FZ within 30 days.

  Create a request

• An integration won't connect — YooKassa, CDEK, or Telegram?

  Open “Settings” → “Integrations” and check your keys and connection. If that doesn't help, create a request in the “Integration setup” category.

  Create a request

• A shop has disappeared or is unavailable — why?

  If you're a seller, check your shop's status in settings — it may be hidden or under moderation. If you're a buyer and a shop is unavailable, the seller may have closed it. If this looks like an error, create a request.

  Create a request

• How do I report a shop?

  Create a request in the “Report a shop” category and attach a link to the shop or product. That way we can look into it faster.

  Create a request

• I can't log in, or my account is blocked?

  Check the phone number or email you registered with. If your account is blocked, write to support@ylon.ru — we'll respond.

  support@ylon.ru

• Didn't find your question?

  Create a request — describe your situation in detail, and Ylon support will help.