Support Policy – SAYUM Store

Effective Date: 1st October 2026
Last Updated: 1st October 2026

This Support Policy (“Policy”) outlines the rules, channels, response standards, and limitations of customer and seller support on the SAYUM Store multi-vendor marketplace (sayum.store). By using our platform or contacting support, you (“User”, “Buyer”, “Seller”, “You”) agree to these terms.

SAYUM Store provides professional support to ensure a smooth experience. This Policy is strict to maintain efficiency, prevent abuse, and protect the integrity of our support system.

1. Support Channels

Official support is available only through the following authorized channels:

• In-platform Help & Support ticket system (recommended)
• Official email listed on the website
• Live chat (when available during business hours)

Support provided through unofficial channels (personal social media, third-party messaging apps, or unauthorized contacts) is not recognized and will not be processed.

2. Support Scope

We provide assistance for:

• Order tracking and delivery issues
• Return and refund status inquiries
• Payment and transaction problems
• Account access and login issues
• Product information clarification
• Seller-related disputes (mediation)
• Technical issues with the website or app
• General platform policy questions

We do not provide support for:

• Third-party courier issues outside our control
• Product usage, installation, or technical advice beyond the listing description
• Requests that violate our Terms of Service, Seller Policy, or Return Policy
• Personal disputes unrelated to platform transactions
• Requests for special discounts, exceptions, or policy overrides

3. Response Time Standards

• Standard inquiries: Response within 24–48 hours (business days)
• Urgent issues (payment failures, account lockouts, high-value order problems): Response within 12–24 hours
• Complex disputes or investigations: Up to 5–7 business days

Response times may be longer during peak seasons, public holidays, or high volume periods. Submitting multiple tickets for the same issue will delay processing.

4. Buyer Support Guidelines

Buyers must:

• Provide complete order details (order number, product name, clear description of the issue)
• Attach clear photos or videos when claiming defects, damage, or wrong items
• Use polite and professional language
• Allow reasonable time for investigation before escalating

Abuse of the support system (repeated false claims, aggressive language, spam tickets) may result in restricted support access or account suspension.

5. Seller Support Guidelines

Sellers must:

• Respond to buyer messages and platform tickets within the timelines stated in the Seller Policy
• Provide accurate information and evidence when requested
• Cooperate fully during dispute investigations

Sellers who ignore support requests or provide false information may face penalties, including temporary suspension of selling privileges.

6. Dispute & Escalation Process

1. First contact support through official channels and provide all required details.
2. If the initial response does not resolve the issue, reply to the same ticket with additional information.
3. For unresolved cases, the matter may be escalated to a senior support agent or dispute resolution team.
4. Final decisions by SAYUM Store regarding disputes, refunds, or account actions are binding.

7. Prohibited Behavior

The following actions are strictly prohibited and may lead to immediate restriction or permanent ban:

• Using abusive, threatening, or harassing language
• Submitting false or fabricated evidence
• Creating multiple tickets for the same issue
• Attempting to bypass support by contacting staff privately
• Demanding policy exceptions or special treatment
• Spamming or flooding support channels

8. Platform Rights

SAYUM Store reserves the right to:

• Close tickets that lack sufficient information or violate this Policy
• Limit or suspend support access for users who abuse the system
• Make final decisions on all support-related matters
• Update this Policy at any time

9. Contact Information

For all support requests, please use the official Help & Support section available in your SAYUM Store account or the contact options listed on the website.

We aim to provide fair, professional, and efficient support. Cooperation from users helps us resolve issues faster.

By using SAYUM Store support services, you acknowledge that you have read, understood, and agreed to this Support Policy.

SAYUM Store
Let’s Shop Together – Supported Professionally.