Support Policy Page
VYAPARSE – SUPPORT POLICY
Effective Date: 28th June 2026
This Support Policy ("Policy") outlines the customer and seller support framework provided by Vyaparse ("Platform", "We", "Us") to ensure a smooth and reliable experience for all users.
By using Vyaparse, you agree to this Policy.
1. PURPOSE
Vyaparse aims to provide timely and effective support for:
Buyers
Sellers
Business partners
This includes assistance with orders, payments, disputes, and technical issues.
2. SUPPORT CHANNELS
Users can contact Vyaparse through:
Email Support: info@vyaparse.com
Live Chat (if available on platform)
Help Center / Ticket System
All communications must be made through registered contact details.
3. SUPPORT HOURS
Standard Support: [e.g., Monday – Saturday, 10:00 AM – 7:00 PM IST]
Emergency Support (critical issues only): 24/7 (limited availability)
4. RESPONSE TIME (SLA)
Vyaparse aims to respond within:
General inquiries: 24–48 hours
Order-related issues: 12–24 hours
Payment issues: 24 hours
Urgent disputes/fraud: within 6–12 hours
Response times may vary based on complexity.
5. ISSUE CATEGORIES
Support is provided for:
5.1 Order Support
Order status updates
Delivery issues
Return and refund requests
5.2 Payment Support
Payment failures
Refund tracking
Invoice queries
5.3 Seller Support
Account verification
Product listing issues
Performance or suspension queries
5.4 Technical Support
Website/app errors
Login issues
System bugs
6. USER RESPONSIBILITIES
Users must:
Provide accurate and complete information
Attach relevant proof (order ID, screenshots, documents)
Communicate respectfully with support staff
Incomplete or abusive requests may be delayed or rejected.
7. ESCALATION PROCESS
If an issue is not resolved:
Initial Support Response
Escalation to Senior Support Team
Management Review (if required)
Escalation requests must include ticket/reference ID.
8. DISPUTE SUPPORT
Vyaparse may assist in mediating disputes between buyers and sellers
Platform decisions are based on available evidence and policies
Vyaparse does not guarantee resolution but ensures fair review
9. LIMITATIONS OF SUPPORT
Vyaparse support does not cover:
Off-platform transactions
Issues caused by user negligence
Third-party logistics delays (unless managed by Vyaparse)
10. ACCOUNT & SECURITY SUPPORT
Users must report unauthorized activity immediately
Vyaparse may temporarily suspend accounts for security reasons
Identity verification may be required
11. MISUSE OF SUPPORT
The following are prohibited:
False complaints
Repeated spam requests
Abusive behavior toward support team
Violations may result in account restrictions.
12. POLICY UPDATES
Vyaparse may update this Support Policy at any time. Continued use indicates acceptance.
13. CONTACT US
Vyaparse Support Team
Email: info@vyaparse.com
Phone: 7802881848
Vyaparse is committed to providing reliable and efficient support to ensure a seamless B2B trading experience.
