Support Policy Page

At Manjaro.store, we believe that exceptional customer and vendor support is the backbone of a trustworthy online marketplace. Our Support Policy outlines how we provide assistance, resolve issues, and ensure a positive experience for everyone on our platform—from first-time shoppers to top-rated vendors.

1. Support Channels

You can reach us through:

• Email: support@manjaro.store (General & Order Support)

• Vendor Helpdesk: support@manjaro.store

• Live Chat: Available on Manjaro.store (Monday–Saturday, 9am–6pm GMT)

• Phone Support: Coming soon

2. Response Times

We strive to respond within:

• 24 hours for email inquiries

• 1–2 hours during live chat hours

• 48 hours for vendor or complex issue escalations

3. Support Services Offered

Our support team is ready to assist with:

• Order tracking and delivery issues

• Return and refund processes

• Payment or checkout concerns

• Product inquiries or seller clarifications

• Reporting policy violations or unsafe listings

• Vendor onboarding, account issues, and training support

4. Vendor-Specific Support

Registered vendors receive:

• A dedicated account manager (for high-performing stores)

• Product listing assistance and training materials

• Commission and payout clarifications

• Performance reports and feedback

• Help with customer disputes or product returns

5. Escalations & Dispute Resolution

If your issue is not resolved satisfactorily:

1. Reply to the original support thread with “Escalate Request.”

2. It will be reviewed by a senior support specialist within 48 hours.

3. If needed, it will be forwarded to the Customer/Vendor Relations Manager.

6. Support Ethics

We are committed to:

• Fair, unbiased treatment for all users

• Transparent communication

• Respectful and timely interactions

• Accountability in every case we handle

We're here to support you—whether you’re shopping, selling, or just exploring.