SafeTrade.lk Support Policy

1. Customer Support Availability

• Support is available Monday to Saturday, 9:00 AM – 6:00 PM (IST).
• Customers can reach us via:

• ? Email: info@safetrade.lk
• ? Hotline: 0759221882
• ? Live Chat: Available on the website during working hours

2. Response Times

• General inquiries: Response within 24 hours
• Order issues or disputes: Initial response within 12 hours, resolution within 3 working days
• Technical issues: Escalated to IT team within 1 working day

3. Support Scope

We assist with:

• Order tracking and delivery updates
• Returns, refunds, and exchange requests
• Account and login issues
• Seller onboarding and listing support
• Eco-certification and product compliance queries

4. Seller Support

• Dedicated seller support team for onboarding, product uploads, and policy guidance
• Priority support for verified and eco-certified sellers
• Access to seller dashboard tutorials and community forums

5. Community Conduct

• All support interactions must remain respectful and constructive
• Abuse, spam, or harassment may result in account suspension
• Feedback is welcomed to improve our service quality

6. Escalation & Resolution

• Unresolved issues may be escalated to senior support staff
• Disputes between buyers and sellers are mediated fairly by SafeTrade.lk
• Final decisions are made in accordance with platform policies and Sri Lankan consumer protection laws