Support Policy

Effective Date: 01/8/2024

At ActiveCart, we are committed to providing top-tier customer and seller support to ensure that your experience on our platform is smooth, reliable, and satisfactory. This Support Policy outlines how our support services operate, the types of assistance available, and how you can reach us for help with any issues or inquiries.

1. General Support Information

1.1 Support Availability

Our support team is available to assist you with inquiries, issues, or concerns during the following hours:

• Support Hours: 24/7 customer and seller support via email.
• Live Chat: Available Monday to Friday from 9:00 AM to 6:00 PM (local time).
• Phone Support: Available Monday to Friday from 9:00 AM to 5:00 PM (local time).

1.2 Contact Channels

You can reach our support team through the following channels:

• Email Support: [email protected] (response time: 24-48 hours).
• Live Chat: Available directly on our website.
• Phone Support: +88 0197 1211 333.

We aim to respond to all inquiries as quickly as possible, with priority given to urgent issues such as payment problems, delivery delays, or account security concerns.

2. Customer Support

We strive to ensure every customer’s experience is seamless, from browsing to post-purchase assistance. If you encounter any issues, we are here to help.

2.1 Product Inquiries

For questions about product availability, specifications, or shipping details, our support team can provide information. We can:

• Assist with product search and navigation.
• Provide information on product specifications, materials, and warranties.
• Help clarify shipping timelines and availability for different regions.

2.2 Order Support

For issues related to your order, including payment, delivery, and tracking, our support team will:

• Assist with payment-related queries or errors during checkout.
• Help you track your order and provide estimated delivery dates.
• Address issues with delayed, lost, or damaged items.
• Support cancellations or modifications to orders before shipment.

2.3 Returns and Refunds

Our support team will help facilitate the return process by:

• Guiding you through the steps for requesting a return.
• Providing return shipping labels (when applicable).
• Answering questions about our return policy, including eligibility and timelines.
• Assisting with refunds to ensure the funds are returned to your original payment method in a timely manner.

2.4 Account Support

For issues related to your ActiveCart account, our support team can:

• Assist with password recovery, login issues, or updating account details.
• Address concerns about account security, such as unauthorized access.
• Help you manage your account settings, preferences, and notification options.

3. Seller Support

At ActiveCart, we are dedicated to empowering our sellers by offering timely support for all aspects of selling on the platform. Here’s how we assist sellers:

3.1 Seller Account Setup

Our support team can help you:

• Create and verify your seller account.
• Set up payment methods and tax information.
• Navigate seller tools for managing your storefront and product listings.

3.2 Product Listings

We assist sellers in:

• Creating and optimizing product listings for visibility.
• Troubleshooting issues related to uploading images or descriptions.
• Clarifying our guidelines on product listings and prohibited items.

3.3 Order Management

For help managing customer orders, our team will:

• Guide you on fulfilling orders promptly.
• Assist with printing shipping labels and managing shipping carriers.
• Address customer complaints or disputes and help resolve issues.

3.4 Returns and Refunds

We can assist sellers by:

• Guiding you on handling return requests from customers.
• Advising on refund processes in line with ActiveCart’s policies.
• Helping manage disputes and potential escalations.

3.5 Performance Metrics

Sellers can get support for:

• Understanding performance metrics such as shipping speed, customer feedback, and order accuracy.
• Tips on improving your ratings and minimizing cancellations or returns.
• Clarification on policies and actions if performance standards are not met.

4. Technical Support

If you encounter technical issues while using ActiveCart, our technical support team can assist you with:

• Website errors, bugs, or loading issues.
• Problems related to your account, including login difficulties.
• Issues with the checkout process, including payment gateways.
• Mobile app problems (if applicable), such as navigation issues or feature malfunctions.

5. Support Response Times

We understand the importance of timely assistance. Our response times are based on the nature of the issue:

• Critical Issues (payment failures, security breaches): Response within 2-4 hours.
• Order or Delivery Issues: Response within 24 hours.
• General Inquiries or Account Assistance: Response within 24-48 hours.

6. Feedback and Complaints

Your feedback helps us improve our services. If you have any complaints or suggestions, you can:

• Submit feedback through our website’s feedback form.
• Email us directly at [email protected].
• Contact our customer service team via phone or live chat.

We are committed to addressing all complaints in a prompt and fair manner, and we aim to resolve issues within 5 business days of receiving your feedback.

7. Service-Level Commitment

We are dedicated to providing excellent support, and we aim to:

• Ensure 99% uptime for our website and services.
• Process all support requests as quickly as possible, prioritizing urgent matters.
• Continually enhance our support tools and resources to provide faster, more efficient assistance.

8. Knowledge Base and Self-Help Resources

In addition to direct support, ActiveCart offers a comprehensive Knowledge Base where you can find:

• Step-by-step guides for using the platform.
• FAQs on ordering, payments, and shipping.
• Troubleshooting tips for common issues.
• Seller resources, including how-to articles on managing your store.

Our Knowledge Base is available 24/7 and can be accessed on the ActiveCart website under the Help Center.

9. Changes to Support Policy

ActiveCart reserves the right to modify this Support Policy at any time. Any changes will be communicated to customers and sellers via email or through a notification on our website. Your continued use of ActiveCart after changes are made constitutes acceptance of the updated policy.

10. Contact Us

If you have any questions regarding this Support Policy or need assistance with any aspect of our services, please reach out to us:

ActiveCart Support Team
Email: [email protected]
Phone: +88 0197 1211 333
Live Chat: Available on our website
Address: Rupayan Trade Center 114, Kazi Nazrul Islam Ave., Dhaka 1205