Support Policy Page

Support Policy
Updated: March 23, 2025

At Shopex, we are committed to providing reliable and efficient support to ensure a seamless experience for our buyers and sellers. This policy outlines our support services and response times.

1. Support Availability

• Our customer support team is available 24/7 via email and live chat.

• Phone support is available Monday to Friday, 9:00 AM – 6:00 PM (GMT+8).

• Support inquiries can be sent to [email protected]

2. Support Channels

• Email: Response within 24 hours.

• Live Chat: Instant support for urgent issues.

• Phone: Assistance for critical issues related to transactions, disputes, or account access.

3. Scope of Support

Our support team assists with:

• Order & Payment Issues: Tracking, cancellations, refunds, and disputes.

• Seller Assistance: Product listings, policies, and order fulfillment.

• Technical Support: Website functionality, account access, and troubleshooting.

• General Inquiries: Platform usage, policies, and terms.

4. Exclusions from Support

Shopex support does not cover:

• External payment disputes outside our platform.

• Third-party software or integrations.

• Issues caused by user negligence or unauthorized actions.

5. Escalation Process

• If an issue is unresolved, users can request escalation to a senior representative.

• Complex issues may require 48-72 hours for resolution.

• Shopex reserves the right to close cases deemed outside our scope of support.

For assistance, please contact our support team at [email protected] or use the live chat feature on our website.