Support Policy

At Shopy.lk, we are committed to providing prompt, friendly, and effective customer support. This Support Policy outlines how we assist customers and sellers with inquiries, complaints, and service-related issues.

1. Customer Support Hours

Our support team is available:

? Monday to Friday: 9:00 AM – 6:00 PM
? Saturday: 9:00 AM – 1:00 PM
? Sunday & Public Holidays: Closed

2. Support Channels

You can reach us through the following channels:

• ? Email: [email protected]

• ☎️ Phone: +94706759759

• ? Live Chat: Available on our website during support hours

• ? Contact Form: https://shopy.lk/contact-us

3. Support Scope

We provide support for the following:

• Order status, delivery updates, and cancellations

• Product inquiries before or after purchase

• Returns, refunds, and exchange requests

• Payment or checkout issues

• Account and login help

• Seller communication issues

• Technical issues with the website or app

4. Response Time

We aim to respond to all queries within:

• ? Live Chat: Instant or within 5 minutes

• ? Email: Within 24 hours

• ☎️ Phone: Immediate response during working hours

• ? Contact Form: Within 1 business day

5. Escalation Process

If you are not satisfied with the initial resolution, you can escalate the issue:

1. Reply to the same support email with "Escalate" in the subject line

2. Call us and ask to speak with a senior support officer

3. We will ensure a senior agent or manager reviews your case within 48 hours

6. Support Limitations

Please note that our support team:

• Cannot offer legal advice or resolve third-party disputes

• Is not responsible for seller-side service delays unless they violate our policy

• Does not modify, customize, or troubleshoot third-party software or products

7. Seller Support

If you’re a seller, please contact our Seller Support Team:

? Email: [email protected]
? Phone: +94706759759

They’ll assist you with:

• Account setup & verification

• Product listing help

• Commission and payout issues

• Order management & returns

8. Feedback & Suggestions

We’re always working to improve! If you have any feedback about our support or services, please let us know via:

? [email protected]

For further help, Contact Us:
? https://shopy.lk/contact-us