At OurMall, we are committed to providing exceptional support to ensure a seamless experience for both buyers and sellers. This Support Policy outlines how we assist our users and what they can expect when reaching out for help.

1. Support Channels

OurMall offers multiple channels for support to address various needs:

• Ticket Support: Open a ticket on our website. We aim to respond within 24-48 hours.
• Help Center: Access our comprehensive Help Center for FAQs, guides, and tutorials on using OurMall.
• Social Media: Connect with us on our official social media channels for updates and quick support.

2. Support Hours

Our support team is available during the following hours:

• Monday to Friday: 8:00 AM - 7:00 PM (GMT+2)
• Saturday: 10:00 AM - 4:00 PM (GMT+2)
• Sunday and Public Holidays: Limited support available.

3. Types of Support

We offer support in the following areas:

• Technical Support: Assistance with account access, website navigation, payment issues, and technical difficulties.
• Order and Shipping Support: Help with tracking orders, resolving shipping issues, and understanding delivery timelines.
• Product Support: Guidance on product listings, descriptions, and managing your store on OurMall.
• Dispute Resolution: Support in mediating disputes between buyers and sellers to reach a fair resolution.

4. Support Response Times

We strive to address all support requests promptly:

• General Inquiries: Response within 24 hours
• Urgent Issues: Response within 2-4 hours during support hours
• Dispute Resolution: Initial response within 48 hours, with regular updates until the issue is resolved

5. Buyer Support

Buyers can expect the following support services:

• Order Status Updates: Information on order processing, shipping, and delivery.
• Return and Refund Assistance: Guidance on initiating returns and securing refunds according to our Return Policy.
• Product Inquiries: Answers to questions about products, sellers, and availability.

6. Seller Support

Sellers can expect the following support services:

• Account Setup Assistance: Help with setting up and optimizing your vendor account.
• Product Listing Guidance: Tips and best practices for creating effective product listings.
• Order Management Support: Assistance with processing orders, handling returns, and managing customer interactions.
• Sales Insights and Tools: Information on using OurMall’s tools to boost your sales and manage your store efficiently.

7. Dispute Resolution

We are committed to fair and impartial dispute resolution:

• Mediation: Our support team will mediate disputes between buyers and sellers to reach an amicable solution.
• Final Decision: If mediation is unsuccessful, OurMall may make a final decision on the dispute, which both parties must adhere to.