Support Policy

Remaxan Support Policy

Effective Date: January 1, 2025

At Remaxan, we strive to provide excellent customer support to ensure a smooth and satisfying experience on our e-commerce marketplace. This Support Policy outlines how users can get help, what to expect from our customer service, and the terms governing support interactions. It applies to all users, including buyers and sellers, whenever they seek assistance from Remaxan’s support channels.

1. Support Channels and Availability

We offer multiple channels for you to reach our support team. You may choose whichever is most convenient:

Email Support: You can send us an email at support@remaxan.com. This is ideal for non-urgent inquiries, detailed issues, or if you need to attach documents/screenshots.

Support Ticket/Contact Form: On your dashboard (click on Support Ticket), you can fill out a support request form. These form submissions create a ticket in our system, which we will respond to via email or through your account messaging center.

Live Chat: During certain hours, we may offer live chat support through the website/app. Look for the chat icon or “Chat with us” option. If an agent is not immediately available, you might be able to leave a message for later response.

Social Media: We maintain official support presence on X (formerly Twitter), Facebook, Instagram. While you can reach out for basic questions or updates via social media direct messages, we may direct you to official channels (email/ticket) for account-specific issues to protect your privacy.

Availability: Our standard support hours are [Monday to Friday, 9:00 AM – 6:00 PM local time]. Support requests can be submitted 24/7, but those received outside of business hours will be addressed on the next business day. We recognize that some issues are urgent (like payment or critical site outages) and will try to address emergencies as quickly as possible even outside normal hours.

2. Expected Response Times

We aim to respond to support inquiries as quickly as we can, prioritizing urgent issues first. Here are our general response time goals:

General Inquiries: Within 24 hours (1 business day). These include questions about using the site, policies, or non-urgent matters.

Order Issues (e.g., tracking, delays): Within 24 hours. We understand orders are time-sensitive. We’ll reach out to sellers or couriers as needed and update you.

Account Access Issues (password problems, login issues): Within a few hours during support hours, as these can prevent you from using the service. We have automated password reset processes as well for immediate help.

Disputes or Complaints: A support agent will acknowledge your complaint within 24 hours. Resolution or a plan for resolution might take longer depending on complexity (usually 2-5 business days if investigation is needed, such as contacting a seller or courier). We will keep you updated on the progress.

Critical Issues (Site Down, Security Concerns): Immediate attention. If Remaxan itself is experiencing a major outage or security issue, our technical teams will be engaged. While you might not get a personal reply instantly, we will post status updates via our status page or notifications.

Please note these are targets, not guarantees. During peak times (such as big sales events or holidays) or unexpected situations, response times might be slower. We appreciate your patience and will work to resolve every query as fast as possible.

3. Scope of Support

Our support team is here to help with issues related to using the Remaxan platform and services:

Order Assistance: Tracking orders, clarifying order status, addressing missing or wrong items, initiating return or refund processes, and mediating disputes between buyers and sellers in line with our policies.

Account Help: Issues with registration, login, account settings, or account verification. This includes helping sellers set up their stores, or buyers update their profile.

Technical Issues: Bug reports (e.g., a page not loading or a feature not working), app crashes, payment errors, etc. We will log these and work with our technical team to fix any platform issues.

Policy and Guidance: Explaining our Terms & Conditions, Return Policy, Seller Policy, or other guidelines if you have questions. We can guide you on how to comply (for sellers) or what your options are (for buyers) under these policies.

Feedback and Suggestions: We welcome user feedback. While not exactly “support,” if you have suggestions or complaints about features, we’ll listen and pass them to the relevant team. We may not always have an immediate fix or change, but your input is valuable.

Limited Support on External Matters: Our team cannot assist with things outside Remaxan’s control, such as:

• Troubleshooting a product you bought beyond what the seller provides (e.g., how to operate an electronic gadget – you might be referred to the product manual or manufacturer’s support).
• Technical support for third-party services or devices (like your internet connection, your personal hardware/software issues).
• Issues arising from unauthorized or off-platform transactions (e.g., if a user convinces you to pay outside Remaxan, we cannot guarantee or support those transactions as they violate our terms).

Language: Support is primarily offered in English. If you contact us in a different language, we will do our best to assist (using translation services if needed), but response may take longer.

4. User Responsibilities During Support Interactions

For our support team to assist you effectively, we ask for your cooperation in the following ways:

Provide Necessary Information: When reaching out, include relevant details to help us help you. For order issues, include your order number. For account issues, provide the email or username on the account. Describe the problem clearly, including any error messages or screenshots if possible. The more info you give initially, the faster we can resolve it.

Be Respectful and Patient: We understand that issues can be frustrating, especially if money or time is involved. Our support staff is here to assist and is deserving of respectful communication. We do not tolerate abusive language, threats, or harassment toward our staff. Maintaining civility helps us resolve your issue more effectively. If a user is excessively abusive, we reserve the right to limit support interactions (extreme cases could even result in account review).

Follow Guidance: Our team might provide specific instructions (e.g., steps to troubleshoot, documents to provide for verification, return shipping instructions). Please follow these instructions carefully. They are designed to resolve the issue. If something is unclear, ask for clarification.

Honesty: Provide truthful information. If a user is found to be deliberately misleading or withholding key information (for instance, claiming an item wasn’t delivered when it was, or vice versa), it can slow down or derail the resolution. Also, fraudulent claims violate our Terms & Conditions and could have consequences. We aim to be fair, and we ask the same honesty from users.

Escalation: If you feel your issue isn’t resolved or your concern wasn’t properly addressed, you can request escalation. We have supervisory staff who can review cases. We also encourage feedback after a support interaction – if you are asked to fill a survey or rate the support, it helps us improve.

5. Resolution of Issues

We work hard to resolve problems to the satisfaction of all parties, within the bounds of our policies:

Refunds and Compensation: If an issue is due to a fault on Remaxan’s end or a seller’s fault (e.g., a technical glitch causing you loss, or a seller failing to deliver a paid item), we will make it right per our policies. This could involve refunding payments, providing credits, or other compensation as appropriate. Any compensation beyond what policies outline is at Remaxan’s discretion and not guaranteed.

No Guaranteed Outcomes: While we promise to investigate and assist, we cannot guarantee a particular outcome if the issue is complex or involves third-party responsibilities. For example, if a package is lost by a courier, we will work with the courier and seller to resolve it (refund or replacement), but the time it takes or final outcome might depend on the courier’s investigation too.

Policy Boundaries: Our support team must operate within our established policies (Terms & Conditions, Return Policy, etc.). For instance, if a return request is outside the allowed return window, support cannot override policy without managerial approval. However, if there are extenuating circumstances, we will consider them. Our aim is to be fair and reasonable.

Documentation: In some cases, we may require documentation from you to proceed with a resolution. For instance, an affidavit for a non-received item (to prevent fraud), photos of a damaged product, or identity proof for account recovery. These requests are to ensure security and proper handling of the situation.

Follow-up: After a resolution is offered, we may follow up to ensure things are truly resolved. For example, if we facilitated a replacement item shipment, we might check that you received it. If something is still not right, let us know.

6. Continuous Improvement

Our customer support is always evolving:

Training: We train our support staff regularly on new features, policies, and best practices to ensure you get accurate information and friendly service.

Feedback Loop: We monitor support tickets and calls to identify common issues or pain points. This helps our team alert other departments (technical, operations, etc.) to fix root causes. For instance, if many people are confused by a certain app feature, we might improve the design or add help content.

Customer Satisfaction: We may occasionally request your feedback through surveys or feedback forms after your issue is resolved. While optional, your honest input can directly influence how we improve our service.

Self-Help Resources: We maintain a Help Center/FAQ (frequently asked questions) on our website covering many common questions and procedures. Before reaching out, you might find quick answers there (e.g., “How do I return an item?” or “How do I change my password?”). We continually update these resources based on support experiences to empower users to find answers quickly.

7. Special Support for Sellers

If you are a seller, Remaxan provides additional support resources tailored to your needs:

Seller Helpdesk: We have a dedicated email/ticket (seller-support@remaxan.com ) to handle queries related to your shop, listings, payments, or performance metrics. We understand seller issues can be more complex (e.g., how to improve visibility, resolve a tough customer issue, or system questions about uploading products).

Onboarding Assistance: New sellers may receive onboarding support – guidance on how to list products, packaging standards, and policy briefings. This might be through documentation, webinars, or one-on-one assistance for larger merchants.

Account Managers: For high-volume sellers or partners, we might assign account managers or provide priority support. If you are eligible, you would be informed and given direct contact points.

Community Forums: We may host a community or forum for sellers to share knowledge and help each other, with moderation from Remaxan staff. This is a more informal support avenue to gather tips or solutions from fellow sellers.

Issue Escalation: We know that seller issues (like payout problems or account warnings etc.) are business-critical. We aim to address these with high priority. If your selling ability is impacted (account under review, for example), we will keep you informed of steps and progress, understanding your livelihood might depend on quick resolution.

8. Limitations of Liability in Support

While we are committed to helping users, our Support Policy does not extend or modify any liability provisions stated in our Terms & Conditions:

• Seeking support and any guidance or suggestions given by our team does not constitute a warranty or guarantee of outcome. (For example, if we suggest a troubleshooting step for a technical issue, we are not liable for any unforeseen consequences of that advice – though it’s typically safe and tested.)
• Remaxan’s liability for issues remains governed by the Terms & Conditions and relevant policies. This Support Policy itself is not a contract that guarantees resolution or assumes liability; it is a guideline for service.
• Any remedies or compensations provided via support are in line with our policies or at our discretion as a goodwill gesture. They do not signify that we owe more compensation or admit fault beyond what is given.
• We will not be responsible for any loss or damage that arises from your failure to follow instructions given by support, or from delays in contacting support when an issue arises. For instance, if you notice unauthorized activity on your account but delay reporting it for a long time, it may limit our ability to assist or investigate.

9. Changes to Support Policy

Remaxan may update this Support Policy as our services and customer needs evolve. Any significant changes will be communicated via the website or email, and the updated policy will be posted with a new effective date. By continuing to use our support services after changes are made, you accept the revised Support Policy. We encourage users to review this page periodically to stay informed of how we provide support.

10. Contacting Support

To reiterate, if you need any help or have questions about this Support Policy:

• Contact us via Email: support@remaxan.com
• Through the Website: Use the support form at remaxan.com/contact-us or the chat option if available.

We are here to help ensure your experience on Remaxan is positive. Thank you for being a part of the Remaxan community, and we hope our Support Team can be a valuable resource whenever you need assistance.