Support Policy Page

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

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