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Support and Complaint Policy

Shopy 101 is committed to providing excellent customer service and ensuring that both buyers and sellers have a smooth experience on the platform. This policy outlines how users can access support, how complaints will be handled, and the process for resolving disputes between buyers and sellers.

1. Accessing Support

  • Users can access support through the Support Page on the Shopy 101 platform. The support team is available to assist with any questions, technical issues, or concerns regarding transactions.

  • Buyers and sellers are encouraged to provide as much detail as possible when contacting support to ensure a quicker resolution.

  • Support can be reached via email, live chat, or through the help desk on the platform. Support availability may vary based on region, but assistance is typically available 24/7.

2. Types of Support Provided

  • General inquiries: Information about the platform, its policies, and how to use Shopy 101.

  • Account issues: Help with account setup, login issues, password recovery, and profile updates.

  • Payment support: Assistance with payment processing, refunds, or any billing-related issues.

  • Technical issues: Assistance with product downloads, errors, or other technical problems faced during the use of the platform.

  • Dispute resolution: Help with resolving disputes between buyers and sellers, including order cancellations, item defects, or disagreements over product descriptions.

3. Reporting Issues and Complaints

  • Users can report issues or complaints by using the complaint form available on the Support Page or by directly contacting the support team.

  • Complaints may include, but are not limited to:

    • Non-delivery of digital products.

    • Products not matching their description.

    • Fraudulent activity or suspicious transactions.

    • Poor customer service from sellers.

    • Breach of Shopy 101's policies.

4. Dispute Resolution between Buyers and Sellers

  • If a dispute arises between a buyer and a seller, Shopy 101 offers a mediation process to resolve the issue.

  • Buyers and sellers are encouraged to communicate directly through the platform's messaging system to resolve minor issues amicably.

  • If the issue cannot be resolved directly, users can request mediation from Shopy 101's support team, who will review the case and facilitate a resolution.

  • In cases where mediation is unsuccessful, Shopy 101 reserves the right to suspend or terminate the accounts of users who are found to be in violation of the platform's policies.

5. Resolution Timeframe

  • Shopy 101 aims to resolve general support requests within 24-48 hours.

  • Complaints and disputes may take 3-5 business days to fully investigate and resolve, depending on the complexity of the issue.

  • Users will receive regular updates regarding the status of their complaints or disputes.

6. Account Suspension or Termination

  • If a user's complaint involves severe violations of Shopy 101's policies (e.g., fraud, harassment, or repeated copyright infringement), Shopy 101 may suspend or permanently terminate the user's account.

  • A user whose account has been suspended or terminated will receive a notification and will have the option to appeal the decision by providing additional information or documentation.

  • Shopy 101 reserves the right to take immediate action if the user’s behavior is deemed harmful to the platform or other users.

7. User Feedback

  • Shopy 101 encourages users to provide feedback about the platform’s services to help improve the overall experience.

  • Feedback can be submitted via the Feedback Form available on the Support Page or through direct contact with the support team.

  • Suggestions or concerns about the platform's features, policies, or user interface will be reviewed and considered in future platform updates.

8. User Education

  • Shopy 101 provides educational resources, including FAQs, how-to guides, and video tutorials, to help users understand how to navigate the platform and use its features effectively.

  • These resources are regularly updated to ensure that users have access to the latest information regarding Shopy 101's features and policies.