Support Policy Page
Support Policy
Welcome to OnKart.pk Support.
We are committed to ensuring that both our customers and sellers enjoy a smooth, reliable, and transparent experience on our platform. This Support Policy explains how our support team assists you with orders, returns, payments, and general inquiries.
1. Purpose of the Support Policy
The goal of this policy is to:
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Provide clear guidelines on how to seek help
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Ensure fair and timely resolution of issues
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Maintain communication between customers, sellers, and OnKart.pk’s support team
We aim to resolve all valid issues efficiently and respectfully.
2. Support Channels
Our customer service team is available through the following official channels:
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Email: info@onkart.pk
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Phone/WhatsApp Support: (if applicable — optional to add later)
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Help Center: Frequently Asked Questions and Guides
3. Support for Customers
Customers can contact our team for assistance with:
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Order tracking and delivery issues
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Product defects, wrong items, or missing parts
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Return or refund requests
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Account or login problems
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Payment confirmation and billing inquiries
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Reporting suspicious sellers or fake listings
When contacting support, please include:
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Your Order ID
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A brief description of the issue
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Relevant photos or screenshots, if applicable
This helps us verify and resolve your concern faster.
4. Support for Sellers
Vendors on OnKart.pk can seek support for:
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Store setup and account management
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Product listing or category assistance
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Payment settlement and commission queries
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Order fulfillment issues
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Buyer disputes or feedback resolution
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Policy compliance guidance
Seller inquiries are handled by our Vendor Relations Team.
Contact: info@onkart.pk
5. Escalation Process
If you are not satisfied with the initial response:
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Reply to your existing support ticket and request escalation.
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Your case will be reviewed by a Senior Support Agent or Support Manager.
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You will receive a final resolution or compensation (if applicable) within 3 business days of escalation.
6. Fair Usage Policy
To maintain quality service for all users:
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Abusive, offensive, or repetitive behavior towards support staff may result in restricted communication or account suspension.
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Repeated misuse of the return/refund system may lead to limited access to certain features.
We always aim for fairness, but OnKart.pk reserves the right to protect its platform from misuse.
7. Continuous Improvement
We continuously review feedback to improve our customer experience.
If you have suggestions or complaints about our service, please email us at info@onkart.pk — we value your input.
8. Contact Us
Email: info@onkart.pk
Website: https://www.onkart.pk
Address: OnKart.pk Headquarters, Kahuta, Pakistan
