Effective Date: 2 September 2024

1. INTRODUCTION

At BigXmarts, customer satisfaction, trust and convenience are at the heart of our business.

We are committed to providing reliable, friendly and professional support to customers and vendors using our online marketplace.

This Customer Support Policy outlines how BigXmarts handles customer enquiries, complaints, technical issues, order-related concerns and vendor support requests.

Our goal is to ensure that every customer and vendor receives fair treatment and timely assistance.

2. SCOPE OF CUSTOMER SUPPORT

BigXmarts provides support in the following areas:

• Account registration and login assistance.
• Customer and vendor account verification.
• Product enquiries and information.
• Order placement and order tracking.
• Payment-related enquiries.
• Delivery and shipping concerns.
• Returns, refunds and exchanges.
• Vendor registration and verification.
• Technical issues and website navigation.
• Complaints and dispute resolution.

3. CUSTOMER SUPPORT SERVICES

BigXmarts aims to provide assistance to customers who experience difficulties while using the platform.

Customers can contact our support team for assistance with:

• Creating and managing accounts.
• Resetting forgotten passwords.
• Understanding product information.
• Reporting incorrect product listings.
• Following up on orders.
• Reporting delayed or missing deliveries.
• Reporting damaged or incorrect products.
• Making enquiries about payments and refunds.

4. VENDOR SUPPORT SERVICES

BigXmarts recognises the importance of vendors in building a successful marketplace.

We provide support to registered vendors in areas including:

• Vendor registration and account verification.
• Store setup and management.
• Product uploads and listing assistance.
• Product and order management.
• Sales and marketplace enquiries.
• Payment and transaction-related concerns.
• Vendor account access and technical issues.
• Understanding marketplace policies and guidelines.

Vendors are expected to provide accurate information and cooperate with the BigXmarts support team.

5. RESPONSE AND RESOLUTION TIME

BigXmarts aims to respond to customer and vendor enquiries as promptly as possible.

Our target response times are:

• General enquiries: Within 24–48 business hours.
• Order-related complaints: Within 24–48 business hours.
• Payment-related complaints: Within 2–5 business days.
• Technical issues: Depending on the nature and complexity of the problem.
• Serious complaints and disputes: Prioritised for review.

These are target response times and not guaranteed resolution periods. Some matters may require additional investigation or information.

6. COMPLAINT HANDLING PROCEDURE

Customers and vendors who have complaints are encouraged to:

1. Contact the BigXmarts support team through the available official communication channels.
2. Provide their full name and registered account details where necessary.
3. Provide the relevant order number or transaction reference.
4. Clearly explain the problem or complaint.
5. Attach supporting documents, screenshots or photographs where applicable.
6. Allow the support team reasonable time to investigate and respond.

BigXmarts will review complaints fairly and communicate the outcome to the affected parties.

7. CUSTOMER RESPONSIBILITIES

To help us provide effective support, customers are expected to:

• Provide accurate account and contact information.
• Submit genuine complaints and enquiries.
• Provide correct order and transaction details.
• Communicate respectfully with support representatives.
• Avoid sharing passwords, PINs or sensitive payment information.
• Follow the appropriate procedures for complaints, returns and refunds.

8. VENDOR RESPONSIBILITIES

All vendors using BigXmarts are expected to:

• Maintain accurate store information.
• Provide correct product descriptions and prices.
• Respond to customer enquiries professionally.
• Process orders responsibly.
• Cooperate with BigXmarts when resolving customer complaints.
• Honour applicable marketplace policies.
• Avoid misleading advertisements and false product information.

9. TECHNICAL SUPPORT

BigXmarts understands that customers and vendors may occasionally experience technical difficulties.

Our support team will assist with reported issues relating to:

• Website access and navigation.
• Registration and login difficulties.
• Account verification problems.
• Product upload errors.
• Checkout and payment difficulties.
• Order management issues.
• Other technical challenges affecting the use of the platform.

Some technical issues may require additional time for investigation and resolution.

10. PAYMENT AND TRANSACTION SUPPORT

Customers and vendors may contact BigXmarts regarding payment-related concerns, including:

• Failed transactions.
• Duplicate payments.
• Unconfirmed payments.
• Payment verification.
• Refund enquiries.
• Other transaction discrepancies.

Users may be required to provide transaction references and relevant supporting information.

Customers and vendors should never disclose their passwords, PINs, one-time passwords or full payment card security details to anyone claiming to represent BigXmarts.

11. PROFESSIONAL CONDUCT

BigXmarts expects all customers, vendors and support representatives to communicate respectfully and professionally.

Harassment, abusive language, threats, fraudulent complaints and attempts to misuse the support system will not be tolerated.

BigXmarts reserves the right to investigate and take appropriate action against accounts involved in misconduct, subject to applicable laws and platform policies.

12. PRIVACY AND CONFIDENTIALITY

BigXmarts respects the privacy of its customers and vendors.

Personal information submitted during support requests will be handled in accordance with our Privacy Policy and applicable data protection laws.

Information will only be accessed, used or shared for legitimate business, support, security or legal purposes.

13. ESCALATION OF COMPLAINTS

If a customer or vendor is dissatisfied with the initial response, they may request that the matter be escalated to the appropriate management or support department.

BigXmarts will review escalated complaints and take reasonable steps to resolve them fairly.

14. LIMITATIONS OF SUPPORT

BigXmarts provides a marketplace that connects buyers and independent sellers.

Although we assist with communication, complaints and dispute resolution, sellers remain responsible for their products, product descriptions and fulfilment obligations, subject to applicable laws and BigXmarts' responsibilities as a marketplace operator.

BigXmarts will make reasonable efforts to assist with issues arising from transactions conducted through the platform.

15. POLICY UPDATES

BigXmarts reserves the right to review and update this Customer Support Policy when necessary.

Any updates will be published on our official website. Continued use of the platform will be subject to the updated policy as permitted by law.

16. CONTACT BIGXMARTS SUPPORT

For enquires, complaints, technical assistance or vendor support, please contact us through our official support channels.

Company: BigXmarts
Website: https://www.bigxmarts.com
Service: Online Marketplace
Email: [email protected]

We appreciate your trust in BigXmarts.

BIGXMARTS – THINK GLOBALLY, SHOP LOCALLY.