1. Overview
Our goal is to provide clear, reliable support for B2B sourcing workflows—especially RFQs, supplier coordination, and documentation guidance. Support outcomes may depend on supplier response, time zones, and the completeness of the information provided.
2. Support Channels
- Contact Form: via the website support/contact page.
- Email:
[Insert Support Email] - WhatsApp / Phone:
[Insert Support Number](if applicable) - Seller Dashboard Tickets: (if available on your platform)
3. Support Hours
Support hours may vary by region and workload. Unless otherwise stated:
- Standard support: Sunday–Thursday
- Time zone:
Asia/Baghdad (UTC+3)and/or China time where applicable
4. Response Time Targets
Targets, not guarantees (supplier dependencies may apply)| Request Type | Target First Response | Typical Resolution Window |
|---|---|---|
| General inquiries / platform help | Within 24–48 hours | 1–5 business days |
| RFQ submission & quotation follow-up | Within 24–48 hours | 2–7 business days (depends on supplier) |
| Overstock availability / reservation | Same day (best effort) | Same day – 3 business days |
| Order/shipping documentation support | Within 24–48 hours | 2–10 business days |
| Claims & disputes (quality/shortage) | Within 48 hours | 5–20 business days (verification required) |
5. What We Need From You
To help you quickly, please provide:
- Order reference / RFQ number (if available).
- Product link or SKU and full specification requirements.
- Destination country/city and preferred Incoterms (FOB/CIF/DDP).
- Quantity, timeline, and any compliance requirements (CE/ISO/etc.).
- For claims: photos/videos, packing list, inspection report (if any).
6. What We Support
- RFQ submission assistance and clarification of requirements.
- Quotation follow-up coordination with sellers/suppliers.
- Guidance on standard B2B procurement workflows and documentation.
- Overstock availability checks and reservation coordination (best effort).
- Basic shipping/incoterms guidance and logistics coordination support.
- Claims intake and coordination with sellers for resolution pathways.
- Seller onboarding guidance (where applicable).
7. What We Do Not Support
To keep support efficient and fair, we do not provide:
- Legal advice or binding interpretations of laws, sanctions, or customs rules.
- Guarantees of supplier performance, delivery dates, or customs clearance outcomes.
- Technical installation services unless explicitly included in the contract.
- Unlimited price renegotiations after order confirmation unless a valid reason exists.
- Refunds or returns outside the published Return Policy and agreed contracts.
8. Order & Logistics Support
For confirmed orders, support may include coordination of:
- PI/contract confirmation and specification lock-in (as applicable).
- Production updates and milestone tracking (supplier-dependent).
- Inspection scheduling support (third-party or agreed inspection steps).
- Export packing standards and documentation coordination.
- Shipment status updates and document sharing (invoice, packing list, BL/AWB, etc.).
9. Claims & Dispute Handling
Claims are handled according to the Return Policy and the agreed purchase terms (PI/contract/Incoterms). Verification is typically required.
- We may request evidence and supporting documents.
- We coordinate with the seller for investigation and proposed remedies.
- Resolution may include replacement parts, credit notes, rework support, or negotiated solutions.
10. Seller Support
Sellers may receive support for onboarding, listing standards, RFQ handling, and compliance guidance. Sellers must maintain accurate listings, respond to inquiries within a reasonable timeframe, and cooperate with inspection/claim processes where applicable.
11. Security & Abuse
We may restrict support or suspend accounts in cases of suspected fraud, abuse, harassment, or policy violations. If you suspect unauthorized access, notify support immediately and include relevant details (account email, timestamps, suspicious activity).
12. Changes to This Policy
We may update this Support Policy from time to time. Changes become effective upon posting unless stated otherwise. Continued use of the platform after changes indicates acceptance.
13. Contact
For support requests, please use the official contact channels on the website. Include as much detail as possible to help us resolve your request faster.
Send your RFQ/order reference and details, and our team will respond as soon as possible.
Disclaimer: This policy describes our general support process and response targets and may be affected by supplier response times, time zones, and compliance verification requirements.
