Customer Support Policy – Bazarwa

At Bazarwa, we are committed to providing an exceptional customer experience. Our support policy is designed to ensure that every inquiry, issue, or concern is handled promptly, respectfully, and effectively. This policy outlines how our customer support services operate, what is covered, response expectations, and how to escalate unresolved concerns.

1. Scope of Support

Our customer support team is available to assist with the following:

• Order placement and confirmation inquiries

• Payment issues (including failed or delayed transactions)

• Product availability, descriptions, and sizing assistance

• Shipping and delivery tracking

• Return and refund processes

• Account access and management issues

• General platform navigation and technical difficulties

• Seller/vendor-related inquiries for buyers

• Support for vendors using the Bazarwa platform

2. Support Channels

You can reach our customer support team through the following official channels:

• Email Support:
  Send inquiries to info@bazarwa.com. This is our primary and preferred method of support.

• Contact Form:
  Available on the “Contact Us” section of our website.

• Live Chat:
  If enabled, live chat support will be available on our website during operational hours.

• Social Media:
  Our team may respond to basic queries sent via official Bazarwa social media accounts. However, for order-specific or account-related issues, please email us directly.

3. Support Hours

Our customer support team is available during the following hours:

• Monday to Saturday
  10:00 AM to 6:00 PM (Pakistan Standard Time)

Support requests sent outside of business hours will be addressed on the next working day in the order they were received.

4. Response Time Expectations

We strive to respond to all support requests within the following timeframes:

• Email inquiries: Within 24–48 business hours

• Live chat (if active): Within 5–15 minutes during support hours

• Escalations or complex issues: Within 3–5 business days, depending on the nature of the case

Delays may occur during peak seasons, sale events, or unforeseen technical issues. In such cases, we appreciate your patience and understanding.

5. Account Verification

For account-related issues, we may ask you to verify your identity. This helps us protect your data and ensure security. Verification may include providing:

• Your registered email address or phone number

• Recent order number(s)

• Billing or shipping information associated with your account

We reserve the right to withhold support if verification is not completed.

6. Support Limitations

Please note that our support team cannot assist with the following:

• Issues involving third-party websites or services not affiliated with Bazarwa

• Unauthorized changes made to your device, browser, or platform settings

• Orders or transactions made outside of our platform

• Non-customer/vendor inquiries such as unsolicited marketing or partnership requests (unless routed to the appropriate department)

7. Vendor Support (For Sellers)

Sellers operating on Bazarwa are provided dedicated assistance for:

• Product listings and inventory management

• Order processing and fulfillment

• Payments and payouts

• Account verification and compliance

• Performance metrics and feedback reviews

Vendors may receive onboarding support via email and training documentation as part of the setup process.

8. Escalation Process

If your issue is not resolved within the expected time or you are not satisfied with the outcome:

1. Reply to the original support email thread with [ESCALATION] in the subject line.

2. Provide a brief explanation of the concern and reference previous communication if available.

3. A senior support team member or supervisor will review the case and respond accordingly.

9. Customer Code of Conduct

We believe in mutual respect. To maintain a healthy environment, we ask that customers interact with our team in a professional and respectful manner. Abusive, threatening, or inappropriate behavior may lead to suspension of support services and further action where necessary.

10. Updates to This Policy

Bazarwa reserves the right to update or revise this support policy at any time. Any changes will be reflected on this page with the revised date at the bottom.

Last Updated: April 20, 2025