Support Policy
Effective Date: January 15, 2025
Platform: EcommTrades
Website: https://www.ecommtrades.com
At EcommTrades, we are committed to providing responsive and reliable support to both customers and vendors. This Support Policy outlines how you can reach us, what types of assistance we provide, and how we handle requests on our platform.
1. Support Availability
Our support team operates during the following hours:
? Support Hours:
Monday to Saturday
9:00 AM – 6:00 PM (GMT)
? All inquiries are typically responded to within 24–48 business hours.
2. How to Contact Us
You can reach EcommTrades Support via the following methods:
? Email Support:
Customers: ecommsupport@uk-trade.com
Vendors: ecommsupport@uk-trade.com
? Support Request Form:
https://www.ecommtrades.com
ecommsupport@uk-trade.com
? Dispute Escalation & Order Issues:
File through your account dashboard under "My Orders" > "Report an Issue"
3. Types of Support Provided
?️ For Customers:
Order status & tracking assistance
Refund and return requests for damaged or defective products
Cryptocurrency payment confirmation issues
Dispute escalation and resolution
? For Vendors:
Vendor onboarding & documentation support
Product listing guidance
Order fulfillment help and coordination with suppliers
Payout, wallet, or transaction issues
Policy clarification and compliance review
4. Dispute Resolution Support
In case of unresolved conflicts between buyer and seller:
EcommTrades may step in as a neutral mediator.
We may request additional evidence (e.g., photos, messages, delivery proof).
Resolutions may involve refunds, partial credits, or platform compensation depending on the outcome.
All decisions by our Dispute Team are final once a case is closed.
5. Crypto Payment Support
Since we are a crypto-first platform, our support team can help with:
Payment confirmation delays
Wallet address mismatch issues
Refund handling via blockchain
Gas fee discrepancies (in rare cases)
Please note: EcommTrades does not store user wallet keys or offer recovery of lost wallets.
6. What’s Not Covered
Our support team cannot assist with:
Personal tax or financial advice related to crypto
External wallet recovery or non-platform crypto transactions
Unauthorized third-party purchases outside EcommTrades
Disputes not initiated through our system
7. Abuse of Support
We are here to help, but any of the following behavior may result in support restrictions or account action:
Abusive or threatening language
Repeated false claims or refund abuse
Harassment of sellers or team members
8. Need Immediate Help?
For urgent cases (e.g., incorrect order, lost crypto transaction), please:
✅ Use the subject line: "URGENT: [Issue Type]"
✅ Attach screenshots or evidence to speed up processing
✅ Use the order ID or product reference
9. Feedback & Suggestions
We're always improving! If you have ideas or feedback, send them to:
ecommsupport@uk-trade.com
Let me know if you'd like:
This formatted for your Help Center or FAQ section
A Live Chat Policy or chatbot script if you plan to implement that
A Vendor-only support policy page