Attachments

You can attach photos, screenshots, order confirmations, or any other files that help explain your enquiry — both when you raise a ticket and when you reply to one.

The screenshot below uses Sole Provider Sales, an example running-shoe retailer. The page your supplier uses will look similar.

Attaching files to a reply

When you have a reply open on a ticket, click the Attach files button at the top of the page, next to Send. A dashed dropzone appears below the editor, and the files you add are listed underneath it. The button shows how many files are attached:

To attach:

1. Drag and drop one or more files from your file manager onto the dashed area, or
2. Click the dropzone to open the file picker and select files from your computer.

You can also paste an image straight from your clipboard into the message body — for example after taking a screenshot. Pasted images appear inline in the message rather than in the list of attached files, but they are sent the same way.

Attaching files when raising a ticket

The support form shows the dropzone below the message by default — there is no button to click first. Drag, drop, or click to add files in the same way.

Removing or replacing an attachment

Each attached file shows its name, size, and a small remove icon. Click that icon to detach a file; a file you remove before pressing Send (or Submit on the support form) is not sent. To replace a file, remove the existing one and add the new one in the same way.

Size and file-type limits

Each attachment has a size limit set by your supplier (commonly tens of MB). You can attach several files in one message.

The following file types are accepted by default:

1. Documents — PDF, DOC/DOCX, XLS/XLSX, PPT/PPTX, TXT, RTF, CSV.
2. Images — JPG/JPEG, PNG, GIF, WEBP, BMP, SVG.
3. Archives — ZIP, 7Z.

For safety, executable and script files are not accepted — for example .exe, .msi, .bat, .cmd, .com, .scr, .ps1, .sh, .js, .vbs, .jar, .php, .dll, and similar. Office files with macros (.docm, .xlsm, .pptm) are also blocked. If you need to send a file in one of these formats, put it in a ZIP archive first.

Other extensions not in either list may be allowed by your supplier on request.

What happens after you send

Your attachments arrive on the ticket alongside your message. The support team can preview common file types directly on the ticket and download anything else. Attachments are kept for the lifetime of the ticket and are removed when the ticket is purged according to the supplier’s retention policy.

Tips for useful attachments

1. Photos of damaged goods — one wide shot showing the full item plus one close-up of the damage is more useful than five similar shots.
2. Order confirmations — a screenshot of the order summary is usually enough; a full PDF is rarely needed.
3. Screenshots of error messages — capture enough surrounding context (the address bar, the time) so the support team can reproduce or look it up.
4. Big files — if a file is over the size limit, share a link from your cloud storage in the message body instead.