Support Policy

Introduction

Sayum Store is committed to providing exceptional support to buyers and sellers. This Support Policy outlines available channels, response times, and escalation procedures.

Support Channels

• Self-Help Resources: Access our Help Center for FAQs, guides, and tutorials on topics like account setup, orders, and payments.
• Email Support: Contact support@sayumstore.com for general inquiries. Response within 24-48 hours.
• Live Chat: Available 24/7 for urgent issues like order tracking or login problems.
• Phone Support: For Pro and higher sellers: +1-800-SAYUM-HELP (available 9 AM - 6 PM EST, Monday-Friday).
• Ticket System: Submit detailed issues via your dashboard for tracking.

Response Times

• Basic/Starter Sellers and Buyers: Email responses in 24-48 hours; chat in 5-15 minutes.
• Pro/Premium/Enterprise: Priority support with 12-hour email and dedicated managers.
• Escalations: If unresolved, escalate to supervisors within 72 hours.

Covered Issues

• Order-Related: Tracking, delays, cancellations.
• Account Issues: Verification, suspensions, password resets.
• Technical Problems: Website bugs, payment errors.
• Disputes: Mediation between buyers and sellers.
• Feedback: Suggestions for platform improvements.

Limitations

• Support does not provide legal, tax, or financial advice.
• Abusive behavior may result in support denial.
• For third-party issues (e.g., shipping carriers), we facilitate but do not guarantee resolutions.

Feedback and Improvements

We value your input. Submit feedback via the Help Center. We review and implement changes regularly.

For immediate help, visit sayumstore.com/support.