Support Policy
1. Introduction
Welcome to CARTWiLLS. We are dedicated to providing exceptional support for all our customers. This Support Policy outlines how we handle support requests and the procedures for addressing your issues. Please note that support tickets are processed on behalf of all verified sellers on our platform.
2. Support Services
Our support services include assistance with:
Order Issues: Problems with order placement, tracking, or delivery.
Product Inquiries: Questions about product specifications, availability, or compatibility.
Account Management: Issues related to account creation, login problems, and account settings.
Returns and Refunds: Assistance with initiating returns and processing refunds in accordance with seller policies.
3. How to Request Support
To request support, please follow these steps:
1. Submit a Support Ticket: Visit our website on https://cartwills.co.za and register an account to fill out the support ticket form. Provide detailed information about your issue, including your order number and any relevant details or attachments.
2. Contact Us Directly: Alternatively, you can reach out to us via email or phone for support:
Email: info@cartwills.co.za
Phone: +27 87 183 1221
3. Response Time: We aim to acknowledge receipt of your support ticket within 3 hours. Our goal is to resolve most issues within 7 business days. Response times may vary depending on the complexity of the issue and the seller’s involvement.
4. Support Ticket Management
On Behalf of Sellers: Support tickets are processed on behalf of the individual sellers. We coordinate with sellers to address your issues promptly and ensure a resolution is reached.
Tracking: You will receive updates via email regarding the status of your support ticket. You may also track the progress of your ticket through your account on our website.
5. Responsibilities of Sellers
Sellers on our platform are responsible for:
Resolving Issues: Addressing issues related to their products or services as outlined in their seller policies.
Providing Information: Offering accurate information and support related to their products and orders.
6. Limitations
While we strive to provide excellent support, we may have limitations based on:
Seller Policies: Sellers have their own policies and procedures which may affect the resolution of your issue.
External Factors: Certain issues may be beyond our control, such as third-party shipping delays or product defects.
7. Feedback
We value your feedback and are committed to improving our support services. Please let us know how we can better assist you by providing feedback through our support ticket form or by contacting us directly.
8. Contact Us
For any support-related questions or if you need further assistance, please contact us at:
Email: info@cartwills.co.za
Phone: +27 87 183 1221
Website: https://cartwills.co.za
Thank you for choosing CARTWiLLS. We are here to help ensure your experience is as smooth and enjoyable as possible.
