At Digital Mart, we value our customers and sellers, aiming to provide the best support experience. Our Support Policy outlines how we handle inquiries, complaints, and technical issues to ensure smooth operations for both buyers and sellers. The following details will guide you through our support system.

1. Support Philosophy

Our support system is built on three pillars:

1. Accessibility: Ensuring customers and sellers can reach us easily.
2. Responsiveness: Providing timely solutions to all queries.
3. Transparency: Keeping all stakeholders informed throughout the process.

2. Support Channels

To offer seamless assistance, we provide multiple support channels:

• Email Support: Contact us at support@digital-martbd.shop for detailed inquiries or concerns.
• Phone Support: Reach us directly at 01810031090 for immediate assistance.
• Live Chat: Use our website’s live chat feature for real-time solutions.
• Help Center: Visit the Help Center on our website for FAQs and self-service resources.

3. Types of Support Offered

We provide support in the following areas:

For Customers:

• Order Assistance: Help with placing, tracking, or modifying orders.
• Return and Refund Queries: Guidance on return requests and refund processes.
• Product Issues: Resolving complaints about damaged, defective, or incorrect items.
• Account Support: Help with login issues, password recovery, and profile updates.

For Sellers:

• Listing Support: Assistance with adding or updating product listings.
• Order Management: Resolving issues related to orders and shipping.
• Payment Queries: Support with transaction details and payouts.
• Policy Guidance: Clarification on Digital Mart’s policies and seller responsibilities.

4. Response Time

We strive to respond to all support requests promptly:

• Email Queries: Response within 24-48 hours.
• Phone and Live Chat: Immediate support during business hours.
• Escalated Issues: Resolution within 5-7 business days, depending on complexity.

5. Complaint Resolution

We aim to resolve all complaints fairly and efficiently:

1. Acknowledgment: Every complaint is acknowledged within 24 hours.
2. Investigation: Our team thoroughly investigates the issue.
3. Resolution: Customers or sellers are informed of the resolution within the specified timeframe.
4. Follow-Up: We ensure satisfaction by following up after the issue is resolved.

6. Support Availability

Our support team is available:

• Days: Monday to Saturday
• Hours: 9:00 AM to 8:00 PM (Bangladesh Time)
• Support during public holidays may be limited; updates will be provided on our website.

7. Escalation Process

If a query is not resolved satisfactorily, customers and sellers can escalate the issue:

• Email escalation: Send an email to info@digital-martbd.shop.
• A senior support representative will review the case and provide a resolution.

8. Self-Service Resources

We encourage users to explore our Help Center for quick resolutions:

• FAQs: Find answers to common questions about orders, returns, payments, and more.
• Tutorials: Step-by-step guides for using Digital Mart’s features effectively.
• Community Forum: Share and resolve common concerns with fellow users.

9. Data Protection in Support

We prioritize your privacy while handling support requests:

• Personal information shared with our support team is securely stored.
• We use customer data strictly for resolving the specific issue.
• All data is handled in compliance with our Privacy Policy.

10. Feedback Mechanism

Your feedback helps us improve our support services:

• After every interaction, customers and sellers are invited to provide feedback through a survey.
• Suggestions are reviewed by our team to enhance our processes.

11. Limitations of Support

While we aim to assist with all issues, certain limitations apply:

• Support for third-party products or services not purchased through Digital Mart may be restricted.
• Issues outside the scope of our platform, such as internet connectivity or personal device errors, cannot be resolved.

12. Continuous Improvement

Digital Mart is committed to continually improving its support services:

• Regular training for support representatives.
• Adoption of advanced tools for better issue tracking and resolution.
• Periodic updates to the Help Center to address emerging concerns.

13. Changes to the Support Policy

This Support Policy is subject to updates. Significant changes will be communicated via email or announcements on our website. Continued use of our platform implies acceptance of the revised terms.

14. Contacting Support

We’re here to help! Reach out through any of the following channels:

• Email: info@digital-martbd.shop
• Phone: 01622270605
• Live Chat: Available on our website.

Digital Mart is committed to providing unmatched support for all users of our platform. Whether you are a buyer or seller, we aim to resolve your concerns quickly and professionally, ensuring a smooth experience. Thank you for choosing Digital Mart as your trusted e-commerce partner.