Support Policy

 Support Policy

1. Purpose

This policy aims to provide clear guidelines for customer support, ensuring a prompt and effective response to inquiries and issues faced by our wholesale clients.

2. Scope

This policy applies to all Bulkimart wholesale customers seeking assistance with our platform, products, and services.

3. Support Channels

·         Email Support: Customers can reach us at support@bulkimart.com for inquiries and issues.

·         Phone Support: Call us at [9643966543] during business hours (9 AM - 6 PM EST).

·         Live Chat: Available on our website for immediate assistance during business hours.

·         Help Center: Access FAQs, guides, and troubleshooting tips at [9643966543].

4. Support Hours

·         Business Hours: Monday to Friday, 9 AM - 6 PM EST.

·         Response Times:

o    Email: Response within 24 hours.

o    Phone & Live Chat: Immediate assistance during business hours.

5. Support Categories

·         Order Issues: Help with placing, modifying, or canceling orders.

·         Account Management: Assistance with account setup, access, and permissions.

·         Product Inquiries: Questions about product availability, specifications, and pricing.

·         Technical Support: Help with platform navigation, login issues, and technical errors.

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6. Response and Resolution Process

1.    Ticket Creation: All inquiries will be logged in our support system for tracking.

2.    Initial Review: A support representative will review the ticket within the specified response time.

3.    Resolution: Our team will provide a solution or request further information if necessary.

4.    Follow-Up: Customers will receive a follow-up email to confirm the resolution and gather feedback.

7. Escalation Process

If an issue remains unresolved, customers can request escalation to a senior support representative. The escalation will be reviewed within 24 hours.

8. Feedback and Improvement

We encourage customers to provide feedback on their support experience. This will help us improve our services.

9. Limitations

Support is limited to issues directly related to Bulkimart services. For third-party products or services, customers will be directed to the respective provider.

10. Policy Review

This support policy will be reviewed annually and updated as necessary to improve service quality.