Support Policy Page

PakTradeWay Support Policy (Key Elements)

A strong support policy is crucial for building trust with both domestic and international sellers, as well as buyers. Given PakTradeWay's commitment to "24/7 support" and "tension-free selling," the policy should clearly outline how users can get help.

1. 24/7 Availability

• Policy Point: PakTradeWay is committed to providing round-the-clock support to all its users, whether they are domestic sellers, international sellers, or buyers.

• What it Means: Users can reach out for assistance at any time, day or night.

2. Support Channels

• Policy Point: We offer multiple convenient ways to get in touch with our support team.

• What it Means:

• Live Chat: Immediate assistance for quick queries on the website.

• Email Support: For detailed inquiries, issue reporting, or non-urgent matters. (e.g., support@paktradeway.com)

• Phone Support: For urgent issues or complex problems. (Specify hours if not 24/7 for phone, but aim for it if possible for critical issues).

• Help Center/FAQ: A comprehensive section on the website with answers to frequently asked questions, guides, and troubleshooting steps for common issues (e.g., account setup, listing products, payment, shipping).

3. Scope of Support

• Policy Point: Our support team is here to assist with all platform-related queries, issues, and guidance.

• What it Means:

• Technical Issues: Website errors, account access problems.

• Product Listing & Management: Help with uploading products, setting prices, managing inventory.

• Order & Fulfillment: Guidance on processing orders, shipping procedures (domestic and international).

• Payment & Payouts: Assistance with payment processes, understanding payout cycles.

• Policy Clarifications: Explaining PakTradeWay's policies (e.g., returns, verification, fees).

• Documentation & Compliance: As mentioned, sellers won't need to worry about documentation; the support team will guide them through any necessary processes or handle it for them where possible.

4. Response Times

• Policy Point: We strive to provide timely and effective responses to all inquiries.

• What it Means: Set realistic expectations. For example:

• Live Chat: Instant or within minutes.

• Email: Within 24-48 hours.

• Phone: Immediate (during operating hours) or within specific callback times.

5. Language Support

• Policy Point: To ensure clear communication, support is available in both Urdu and English.

• What it Means: Users can choose their preferred language for communication.