> ## Documentation Index
> Fetch the complete documentation index at: https://faq.universalaccountservicing.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Getting help with a purchase

> What to do if the wrong item came, nothing arrived, or what you bought is faulty — and what the request form asks.

**The business you bought from handles the product itself.** They ship it, replace it, and honor
the warranty. We service the account that pays for it. Contact them first. Their email address and
phone number are on your **Help** page in uPortal360, under **Product or Service**.

If you cannot reach them, or they have not fixed it, open a request with us. We record it, send it
to them, and follow it until it is resolved.

<Warning>
  **Your payments are still due while the request is open.** A problem with the product does not
  pause the account.
</Warning>

## Opening the request

<Steps>
  <Step title="Go to Help">
    Sign in to uPortal360 and select **Help**, then **Start Inquiry**.
  </Step>

  <Step title="Choose Help With My Purchase">
    Under **Product or Service**, find **I Need Help With My Purchase** and select **Select**.

    <img src="https://mintcdn.com/uas-consumer/N9xONuKXXns67RGn/images/uportal360/help-inquiry-product-or-service.png?fit=max&auto=format&n=N9xONuKXXns67RGn&q=85&s=c030210e1c944a4ed3fa4631215323e0" alt="The Product or Service section with the seller's contact details and the I Need Help With My Purchase option" className="w-[200px] h-auto rounded-xl" width="1179" height="2120" data-path="images/uportal360/help-inquiry-product-or-service.png" />
  </Step>

  <Step title="Complete the form and submit">
    Answer each question, then select **Submit**. The steps after that, from your case
    number to your ticket, are the same for every request type. See the [example on Opening a support request](/getting-help/opening-a-support-request#example-opening-a-request).
  </Step>
</Steps>

## What the form asks, and why

| Question                                   | What to put, and why we ask                                                                                                                                                                                      |
| ------------------------------------------ | ---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| **Select a Category?**                     | Only shown for some sellers. Pick the one closest to your problem. It sends the ticket to the right team at that seller.                                                                                         |
| **How can we help you with your product?** | The option that matches. See below.                                                                                                                                                                              |
| **Additional Information:**                | What you ordered and when, what went wrong, and who you have already spoken to at the seller. Include any order, tracking or warranty numbers. The seller reads this, so detail here saves a round of questions. |

### Choosing an option

| Option                                          | Choose it when                                                                          |
| ----------------------------------------------- | --------------------------------------------------------------------------------------- |
| **I never received my purchase**                | Nothing arrived, or a service was never started.                                        |
| **I recieved the wrong item**                   | Something arrived, but not what you ordered.                                            |
| **My purchase has product defects**             | It arrived damaged, or it does not work as it should.                                   |
| **I need warranty assistance with my purchase** | It worked at first and has since failed, and you want a warranty repair or replacement. |
| **Other**                                       | None of these fit. Explain in **Additional Information**.                               |

## What happens next

We acknowledge the request by the next business day and send it to the seller. They review it and
contact you. Most requests are resolved within **11 business days**. See
[Reading your ticket](/getting-help/opening-a-support-request#reading-your-ticket).

If you want to give it back instead, see
[Returning or canceling a purchase](/getting-help/support-requests/return-or-cancel).

<Card title="All request types" icon="ticket" href="/getting-help/opening-a-support-request">
  Back to support requests.
</Card>