Support Policy Page

MartXpress Support Policy

1. Purpose

This Support Policy outlines how MartXpress provides assistance to users, sellers, and partners to ensure a smooth and reliable shopping experience on our platform.

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2. Support Scope

MartXpress offers support for the following areas:

For Buyers:

• Account registration, login, and profile issues
• Order tracking and delivery assistance
• Payment and refund inquiries
• Wallet and balance issues
• Product information and availability
• Reporting a problem with a product or seller

For Sellers:

• Seller account setup and verification
• Product listing and management
• Order processing and fulfillment support
• Payment settlements and withdrawal inquiries
• Policy and compliance guidance
• Technical issues with seller dashboard

 For General Users:

• App performance or technical errors
• Feature requests and feedback submission
• Assistance with privacy and data-related concerns

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 3. User Responsibilities

To help us assist you effectively:

• Provide clear details about your issue (screenshots, order number, or error messages).
• Keep your account details accurate and updated.
• Refrain from abusive or inappropriate communication with support staff.

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4. Limitations

Our support does not include:

• Unauthorized third-party integrations or apps
• Issues caused by user device or internet connectivity
• Product warranty or replacement outside of MartXpress policy
• Support for non-MartXpress transactions

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5. Escalation Process

If your issue is unresolved within the stated time:

1. Request an escalation by replying to your existing ticket.

2. The case will be reviewed by a Support Supervisor within 24 hours

3. If still unresolved, it will be escalated to Management for final resolution.

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6. Policy Updates

MartXpress reserves the right to update this Support Policy as needed. Any significant changes will be communicated via email, app notifications, or our Help Center.

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Contact Us:
support@martxpress.store
www.martxpress.store
© MartXpress (Pty) Ltd. All Rights Reserved.