Hey,
If you have a NameSilo reseller account, people buying domains from you have a sub-account from your account. You are in control.
NameSilo says the following on their page “Reseller Complaints and Policies”:
“We will not get involved in any payment disputes with resellers. You will need to address any such issues directly with the reseller.”

It also says,
“If you have a domain that was registered via one of our resellers, partners, or is in an account you do not control, and the account holder is unresponsive, please follow the steps listed below:

“Verify that the domain name is registered with NameSilo. You can do this via a WHOIS search.
“Send an email to the reseller and copy us at [email protected].
“If the reseller does not reply to you within 72 hours, forward the original email to us at the same email address with the subject of ‘Reseller Problem’.
“We will then attempt to contact the reseller on your behalf. If they do not reply to us, or are unwilling to help resolve the dispute, we may work with you to transfer the domain to an account you control.
“We will reply to you and ask that you create an account on our system and email us with the username you selected. We must also receive a valid government-issued identification card matching the name found in WHOIS for the domain.”
I hope this clarifies.

“Most importantly for many resellers, we offer many options for private-labeling our services. All communication from us to your customers can be customized to include your company name and email address and you can even add your own custom message to WHOIS output.”

I thought they would then handle customer service. Or maybe you mean if you allow people to contact you directly instead of redirecting to them?