Support · Troubleshooting
A connected account deauthorized us
When a seller disconnects your platform (`account.application.deauthorized`), automated actions on that account freeze immediately and every finding remains preserved as evidence.
What freezes, what persists
Automated clawbacks stop instantly — further API calls would fail anyway and clutter the trail. Findings, amounts, ids and history persist in full, so the reconciliation record survives the disconnection.
The reconnect path
Pitch reconnection around the seller’s own incentives: their payout history and your reconciliation records live behind the connection, and disputes resolve faster with data attached. Some reconnect; frame it as restoring their tooling, not restoring your access.
When reconnection fails
The API path stays closed — remaining options are the support-case track (rare) and the write-off policy (common). Say so plainly internally; hoping a churned seller reconnects is not a recovery strategy.