Support Policy

Introduction

At https://coeurty.store, we strive to ensure a seamless experience for both our customers and sellers. This Support Policy outlines the responsibilities and expectations for providing and receiving support, ensuring that all parties are treated fairly and with respect.

For Customers

1. Customer Support Availability

Our customer support team is available to assist you with any inquiries, concerns, or issues you may encounter. You can reach us through the following channels:

• Email: [support@coeurty.store]
• Live Chat: Available Monday to Friday, 9 AM - 6 PM (GMT)
• Help Center: [URL to FAQ or Knowledge Base] for common questions.

2. Response Time

We aim to respond to customer inquiries within 24-48 hours, depending on the complexity of the issue. During weekends and holidays, responses may take slightly longer.

3. Types of Support Provided

Our customer support covers the following areas:

• Assistance with order tracking, returns, and refunds.
• Help with technical issues, such as account access, payment errors, and more.
• Product inquiries before purchase.

Please note that for product-specific support, you may be directed to the seller for more detailed information.

4. Refunds & Returns

For issues related to refunds or returns, please review our Refund Policy for full details. Our team is here to facilitate smooth and efficient handling of your return requests.

For Sellers

1. Seller Support Availability

Our dedicated seller support team is available to assist sellers with any issues or questions related to their account, product listings, or order management.

• Email: [seller-support@coeurty.store]
• Live Chat: Available Monday to Friday, 9 AM - 6 PM (GMT)
• Seller Help Center: [URL to Seller FAQ or Knowledge Base]

2. Response Time

We aim to respond to seller inquiries within 24-48 hours. Sellers can expect slightly delayed responses on weekends and public holidays.

3. Types of Support Provided

Our seller support covers the following:

• Guidance on setting up and managing your seller account.
• Help with listing products, including product descriptions, images, and pricing.
• Assistance with processing orders, refunds, or disputes.
• Technical support for accessing the seller dashboard and other website features.

4. Customer Complaints & Disputes

In the event of a customer complaint or dispute, our team will work with the seller to resolve the issue. Sellers are required to respond to disputes within 48 hours and provide all necessary documentation or information.

5. Seller Responsibilities

• Prompt Response to Customer Inquiries: Sellers must respond to customer messages within 24-48 hours.
• Handling Returns and Refunds: Sellers must comply with our Returns and Refunds Policy, ensuring customer satisfaction.
• Order Fulfillment: Sellers are expected to fulfill orders in a timely manner, following the delivery and shipping guidelines.

6. Account Suspension

Failure to meet our seller policies, including poor customer service or failure to comply with disputes, may result in temporary or permanent account suspension.

General Guidelines for Both Customers and Sellers

1. Respectful Communication

We encourage all users to communicate with respect and professionalism. Harassment, abusive language, or disrespectful behavior will not be tolerated and may result in restricted access to our platform.

2. Issue Resolution Process

• Step 1: Contact customer support or seller support via the provided channels.
• Step 2: Our team will acknowledge receipt of your request and investigate the issue.
• Step 3: We will keep both parties informed throughout the resolution process, aiming for a fair outcome for all.

Contact Us

For further assistance, please don’t hesitate to reach out to our support teams at any time. We are committed to ensuring that both customers and sellers have a positive experience on http://coeurty.store.

• Customer Support: [support@coeurty.store]
• Seller Support: [seller-support@coeurty.store]