1. Objectives

• Ensure consistent and professional customer support across the Platform.
• Provide clear communication standards for sellers and staff.
• Establish escalation and dispute resolution mechanisms.
• Maintain customer satisfaction and trust in KhareedDari.com.

2. Communication Standards

• Response time: Sellers must respond to inquiries within 24–48 hours.
• Professional tone: Communication must be polite, respectful, and free of offensive language.
• Official channels: All support interactions must occur via KhareedDari.com’s messaging system for transparency.
• Contact details: Sellers must provide valid support email/phone and working hours in their shop profile.
• Language: Support should be available in English and Urdu; additional languages may be added for expansion.

3. Support Availability

• Working hours: Sellers must specify support hours (e.g., Mon–Fri, 9 AM–6 PM).
• Automated replies: Use auto-acknowledgement outside working hours to confirm receipt of queries.
• Holiday notices: Sellers must update availability during holidays or business closures.

4. Issue Resolution

• Common issues: Product defects, wrong items, delivery delays, payment discrepancies.
• Resolution options: Replacement, refund, repair, or store credit depending on product type.
• Documentation: Sellers must record all resolutions within the Platform for accountability.
• Timeliness: Issues must be resolved within 7 business days unless otherwise agreed.

5. Escalation Process

• First level: Customer contacts seller directly via Platform messaging.
• Second level: If unresolved, customer may escalate to KhareedDari.com support.
• Seller cooperation: Sellers must provide documentation and cooperate during mediation.
• Platform discretion: KhareedDari.com may intervene to protect customer interests but does not guarantee resolution in favor of either party.

6. Transparency & Updates

• Status updates: Sellers must keep customers informed about order status, delays, or changes.
• Tracking: Provide shipment tracking details where available.
• Stock notices: Notify customers immediately if products are out of stock or unavailable.

7. Dispute Handling

• Direct resolution: Sellers must attempt to resolve disputes directly with customers before escalation.
• Record keeping: Maintain communication and resolution records for at least 6 months.
• Platform intervention: KhareedDari.com reserves the right to intervene in disputes to protect customer interests.
• Consequences: Repeated unresolved disputes may result in account suspension or termination.

8. Compliance

• Policy alignment: Sellers must comply with the Return & Refund Policy, Terms & Conditions, and Seller Agreement.
• Legal obligations: Sellers must adhere to consumer protection, tax, and trade laws.
• Enforcement: Failure to meet support standards may result in warnings, penalties, or account suspension.

9. Continuous Improvement

• Feedback: Sellers should collect customer feedback to improve support processes.
• Training: KhareedDari.com may provide training resources to enhance seller support quality.
• Monitoring: Platform may monitor support interactions to ensure compliance and quality.

10. Platform Support

• Customer support: KhareedDari.com provides assistance for escalated issues, technical problems, and policy clarifications.
• Seller support: Dedicated resources for onboarding, compliance, and dispute mediation.
• Technical support: Help with platform functionality, account access, and system errors.

11. Amendments

KhareedDari.com reserves the right to update or modify this Support Policy at any time. Continued use of the Platform after changes constitutes acceptance of the revised Policy.

12. Contact

• Customer inquiries: Use Platform support channels or email support@khareeddari.com.
• Seller inquiries: Contact seller support via dashboard or email sellers@khareeddari.com.
• Escalations: Formal complaints may be submitted via the Platform’s dispute resolution center.